Jobs

    Customer Service Manager - Liverpool, United Kingdom - Zachary Daniels

    Zachary Daniels
    Zachary Daniels Liverpool, United Kingdom

    2 weeks ago

    Default job background
    permanent Customer Service / Support
    Description

    We have an exciting opportunity available for a Customer Service Manager to join a successful outdoor sportswear brand for their growing customer service team based in Liverpool. This is a entrepreneurial business who have grown every year since their launch 5 years ago and 2024 is going to be another big year for them, with a real focus on international presence.

    You will be responsible for managing team members and maintaining general communications. Provide strong leadership, creating a proactive and successful operational team which strives to exceed expectations, delivers to defined benchmarks and ensures that standards and processes are followed to provide a best-in-class customer service

    Main roles and Responsibilities:

    • Lead and manage a team of customer service representatives, providing coaching, training, and development opportunities to ensure excellent customer service delivery.
    • Develop and implement customer service policies and standards.
    • Address and resolve customer complaints or concerns, escalating issues when necessary.
    • To develop the tools available to better manage customer interaction, including the
    • adoption of live chat and CRM systems.
    • Take ownership of creating and maintaining KPIs which manage and drive team
    • efficiency.
    • Collaborate with cross-functional teams to address customer pain points and improve
    • overall customer experience.

    Requirements, skills and experience:

    • Experience in a similar customer services management role.
    • Excellent communication skills, both verbal and written, with the ability to convey
    • information clearly and effectively.
    • Strong problem-solving skills and the ability to handle customer complaints or difficult
    • situations with empathy and professionalism.
    • Enthusiastic understanding of omni-channel operations - cross departmental - online
    • and offline.
    • Able to develop a team through training and mentoring.

    Salary/Package:

    • Full-time, Permanent.
    • 100% in office.
    • 25 days holidays, your birthday as a holiday plus 8 bank holidays.
    • Generous staff discount.
    • Discounted marketplace with money off/cash back from 100's of places.

    BBBH30839

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