CS Manager

Job Title: CS Manager
Contract Type: Permanent
Location: Richmond
Salary: 34000 - 42000
Start Date: ASAP
Reference: RP123
Contact Name: Rupert Stevens
Contact Email:
Job Published: July 18, 2017 10:28

Job Description

An online retailer is looking to hire an ambitious Customer Service Manager to join their fast growing business. Reporting directly to the Head of Customer Services you will manage the whole, rapidly expanding, Customer Service team and build out a great team beneath you, with the aim to rise to Senior Manager Level within 2 years. 

The Customer Service Manager vacancy is an opportunity to excel both the growth of the company and your career by taking real ownership and control for the performance of this key team 

As the successful Customer Service Manager you will have the following key responsibilities: 

• Day-to day line management and motivation of the CS Team (up to 8 people) to ensure they deliver an exceptional customer service in an operationally efficient way, as per agreed KPIs 
• Detailed monitoring of customer communications to ensure the team are ‘on brand’, provide accurate information and to improve quality, minimise errors and track Customer Service Executive’s performance 
• Day-to-day monitoring and development of the processes and KPIs used by the CS Team to ensure we remain in a continuous improvement state 
• Getting to the root causes of any customer service and/or operational issues and proactively seeking, recommending and implementing resolutions and improvements 
• Handling and resolving 2nd line customer escalations in line with company policy 
• The completion of team member appraisals including identifying and developing talent/ identifying and handling underperformance in line with company policy 
• Management of the recruitment, selection, induction, training and ongoing skills development of your team 
• Provide accurate management information on the team and functions performance 
• Leading monthly meetings with the team to feedback on theirs and the business’ performance 
• Recording and monitoring hours, timekeeping, attendance, holiday, and sickness 

In an ideal world, to make a great impact you will have the following experience: 

• office based customer service management experience with a proven track record of high achievement and exceptional customer service delivery 
• The ability to cut it in a hyper-growth start-up – we’re looking for a really agile, team player, who is passionate about customer services and our company/brand 
• A professional, pro-active and can do attitude 
• Very strong operational skills as well as customer service experience 
• Super organisational skills – we are looking for a clear thinking, structured and process driven individual 
• Strong people management skills and confidence in your ability to maximise the teams potential 
• Excellent Microsoft Office skills – Outlook, Excel, Powerpoint, Word (essential) 
• Experience working with a CRM system notably Salesforce (desirable) 

This is a full-time, permanent position based near Richmond; the pay is £34-42k depending upon experience. The position is Monday to Friday: 9am – 5.30pm. 

For more information on this role please contact Rupert @ Upgrade Recruitment, all contact details can be found on the Upgrade Recruitment website. 

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