Customer Service Manager

  • Location
    Hoddesdon, Hertfordshire
  • Category
    Call Centre & Customer Service - Customer Service Manager
  • Contract Type
    Permanent
  • Industry
    Sales & Retail
  • External Reference
    CDNTM001
  • Salary
    28000 £ - 35000 £ / Year

Customer Experience Manager


We are looking for a professional and experienced Customer Experience Manager to join our successful and growing lifestyle brand based in the Hoddesdon area. If you are friendly, organised, great at motivating others and passionate about great delivery of customer services, plus would like to be involved in the growth and future strategy of our business this role is for you!


Our brand is fresh and innovative, we are absolute passionate about our people and working together. Our office is fun, upbeat and an enjoyable place to work. Because of this, our staff retention is very high; at present our team has grown to a point where we are looking to develop and shake-up our customer journey and service.



JOB TYPE: Permanent


SALARY: up to £35,000 depending on experience


COMPANY TYPE: Lifestyle homeware brand


HOURS: 9:00am to 5:00pm, Monday to Friday


LOCATION: Hoddesdon


CULTURE: Friendly, fun, upbeat, we work hard and then let our hair down at our office prosecco bar (yes, really!)


WOW FACTOR: Chance to join a growing company with great culture and atmosphere and be part of our long-term plans.



THE ROLE:


Improving processes in our customer care team, offering coaching and guidance to our team of six and working with senior management to improve and grow the business.


DUTIES:



  • You will be managing and part of our customer experience team of 6

  • You will be setting and monitoring team KPI's, reporting back to your team and management to help us grown and improve.

  • You will be coaching and upskilling your team; sitting in on calls and emails, setting up processes and helping them become and feel more valued in the company

  • You will be the point of contact for any escalated complaints or complicated customers needs

  • Reporting back to management any patterns or findings then suggesting, implementing and improving processes

  • Monitoring customer satisfaction


FYI:



  • In our business customer experience team covers; booking and managing deliveries, customer order management, complaints, invoicing and credits, working with third party couriers and suppliers to manage and improve day to day operations

  • We do this via phone, email, live chat, Instagram, Facebook and Twitter


ABOUT YOU:



  • Motivating your team and keeping them engaged, there is a fun atmosphere in this team, the right person will be approachable and great at getting the best out of people whilst keeping the great atmosphere

  • You are meticulously organised

  • You are a fantastic communicator

  • You are emotionally intelligent

  • Experience in customer service

  • Experience line managing a team

  • Experience in E-commerce or furniture industry advantageous


Please note that this job profile is not an exhaustive list of duties but merely an outline of the key components of the role. You may be required by your line manager to take on additional responsibilities when requested.



N: If this company and position appeals to you then please apply your CV on-line. Advertised by Office Angels, Holborn branch. Please note that due to a high volume of response Office Angels receive; only successful candidates will be contacted For the purposes of the Regulations, please note that Office Angels in the provision of these services will be operating as a recruitment agency. Office Angels are an equal opportunities employer

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


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To speak to a recruitment expert please contact Chloe DiChiara