Role details

Customer Service Manager

Manchester   •   £25,000 - £30,000   •  Permanent

Bullet points

  • Recruiting a Customer Service Manager for a luxury fashion brand
  • Excellent opportunity to enhance your career in a rapidly growing, global fash

About Our Client

Our Client is a leading fashion retailer, based in Manchester City centre. They are a growing brand who pride themselves on luxury and great customer service and are looking for a Customer Service Manager who is experienced in managing staff within a contact centre/customer service environment.

Job Description

Duties of the Customer Service Manager role include:

  • Excellent, detailed understanding of products
  • To work as part of a team to effectively resolve all customer queries and be a professional voice of Forever Unique to customers, both internally and externally
  • Complete feedback to the team to improve performance and quality
  • Highlight and assist (where necessary) the Ecommerce Manager with performance issues
  • To allocate work to advisors in order to ensure achievement of departmental goals and time frames for response.
  • Developing a robust customer service reporting dashboard
  • Analysing statistics or other data to determine and improve the level of customer service that we are providing to our customers;
  • Writing reports analysing our customer service;
  • Proactively recommend alternative products or solutions to enable order fulfilment and help improve processes or systems internally
  • Proactively reducing returns by contacting customers via a phone call, who have returned items, by recommending alternative products
  • Point of contact for query and issue resolution for the team
  • Resolve escalated queries satisfactorily
  • Participating in ad hoc projects/ work as and when required
  • learning about your organisation's products or services and keeping up to date with changes;
  • Training staff to deliver a high standard of customer service;
  • Involved in staff recruitment and appraisals;
  • Meeting with other managers to discuss possible improvements to customer service;
  • Improving customer service procedures, policies and standards for your organisation or department
  • Developing feedback or complaints procedures for customers to use;
  • Producing written information for customers, often involving use of computer packages/software;
  • Keeping accurate records of discussions or correspondence with customers;
  • Issuing refunds or compensation to customers;
  • Handling customer complaints or any major incidents, such as a security issue;
  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
  • Communicating courteously with customers by telephone, email, letter and face to face;

The Successful Applicant

The ideal candidate will be/have:

    • Proven experience of managing in a customer care contact role, demonstrates they lead by example

    • Motivates and develops team

  • Excellent communication skills

What's on Offer

The salary on offer is £25k - £30k per annum

Apply for this job

Click the Apply or LinkedIn button below or contact Rebecca Thomaides quoting job reference 13765280
As you are using an Apple iOS device we are unable to offer you the CV upload function. Please apply with your Linkedin profile below or contact Rebecca Thomaides quoting job reference 13765280