Customer Services Manager

☞ Swell UK

View: 116

Update day: 07-05-2024

Location: Hyde North West

Category: Other

Industry:

Job type: Full-time

Salary: £30,000/yr - £45,000/yr

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Job content

Due to rapid growth, we are seeking a Customer Service Manager to join our team based in Hyde, Greater Manchester. You’ll be managing a team of around 10 CS staff who handle queries by telephone, email and live chat, across our three market-leading specialist pet ecommerce websites.

You’ll be responsible for strategically improving our customer service activity to enhance the customer experience and increase the team’s efficiency. Part of this work will involve developing the team’s skills and expanding the size of the team. You’ll also need to improve and optimise the systems and processes the team uses to help customers have their queries resolved more quickly and efficiently and to make the team’s work easier.

We’re looking for a strong and motivational manager, with the ability to coach the team to improve their customer-facing skills and output to help drive efficiency and customer satisfaction scores. It goes without saying, but you’ll need to love customer service and be passionate about providing a service that ensures customers have a positive experience and return to purchase again.

We are in the process of re-platforming and modernising IT systems around the business, so this is an exciting time to join, with the opportunity to make a genuine difference in improving the department and helping us provide best-in-industry customer service. Ideally, you’ll have previous experience of Zendesk (or a similar CRM or help desk platform) and you should be able to introduce technical and workflow changes that make it quicker for staff to respond to customers and satisfactorily resolve issues faster.

The role is full time and based at our office in Hyde, Greater Manchester.

Responsibilities

  • Planning the staff rota so we have enough staff to cope with customer demand.
  • Monitoring, coaching, and motivating staff to help improve their performance.
  • Analysing team workload and output to manage work and improve efficiency.
  • Developing and optimising processes to ensure consistent and efficient behaviour.
  • Assist the team in handling de-escalation, negotiation, and conflict resolution.
  • Recruiting, training, and managing staff.
  • Analysis and reporting of team performance and identifying ways to improve.
  • During demand spikes, assisting with hands-on customer service activity if needed.

Skills, knowledge, and experience required

  • Previous experience in managing a small but busy CS team.
  • Strong leadership skills and the ability to help motivate and develop the team.
  • Data-driven and analytical with the ability to identify ways to improve CS metrics.
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Deadline: 21-06-2024

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