Customer Service Manager

Salary: £24.62 – £30.78 per hour

A successful and established e-commerce business retailing sports, fitness, healthcare and safety products online is looking for a Customer Service Manager to lead and inspire our Customer Service Team. 

The role is office based in Clapham, Central London. 

We believe in the power of world-class customer service; we have been successful at delivering this level of customer experience for over ten years. We now need a leader that can help us maintain this level of service and enhance our processes and practices further.

Your First Challenge:

To prove how good you are, we require you to send us 10 bullet points describing why you are perfect for the role along with your current CV:

Include your 10 bullet points in the cover note area of the email making sure that they are preceded by the words “My 10 Bullet Points”, or,
If you are having trouble modifying that area, please put them at the very top of your CV with the title “My 10 Bullet Points”.
 As the Customer Service Manager, your duties will include:

Leading your team by example
Communicating KPIs and monitoring individual and team performance
Assessing and enhancing call quality and call handle times
Assessing and enhancing email quality and email handle times
Providing feedback through regular, detailed and direct communication with your team
Training, developing and coaching team members to enhance performance
Creating, enhancing and maintaining customer service process documents in line with our ISO 9001 certification
Strategy development to deal with high volumes of customer enquiries efficiently and effectively
Organising and directing the team to maintain an exceptional level of customer service
Acting on internal and external feedback to improve processes, minimise errors and reduce risks
Collaborating with department managers to maximise customer satisfaction through wider business enhancement
Assisting with the recruitment of Customer Service Team members as our team continues to grow
Monitoring and management of team absences
Providing direct feedback to the founders of the business on team performance and improvement suggestions
Handling and resolving front line telephone calls, emails and escalations
Leading weekly and monthly strategy meetings with your team
To be a successful Customer Service Manager you will have the following skills and experience:

Office based customer service management experience with a proven track record of high achievement
Very strong operational skills as well as customer service experience
Super organisational skills and strong people management skills
Excellent telephone manner and high level writing skills – excellent spelling, punctuation and grammar
Extra benefits available:

Regular team outings paid for by the business
Beers, ciders, soft drinks, sweets and chocolates on a Friday
An extra holiday day for each year of work (up to an additional 5 holidays)
Summer and Christmas party
Free tea and coffee
A friendly and collaborative working environment
The working hours of this role are Monday to Friday, 9.00am to 5.30pm, Monday to Friday (37.5 paid working hours per week). 

In return, the Customer Service Manager will receive a salary of between £24.62 – £30.78.50 per annum (£24.62 – £30.78 per hour) depending upon your skills and previous relevant experience. 

How to apply:

Your first challenge is to provide 10 bullet points on why you think you would be perfect for the role along with your current CV. 

Include your 10 bullet points in the cover note area of the email making sure that they are preceded by the words “My 10 Bullet Points”, or,
If you are having trouble modifying that area, please put them at the very top of your CV with the title “My 10 Bullet Points”.
We look forward to seeing what you come up with.

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