Customer Care Manager - Tissot - Southampton - Full Time

SWATCH GROUP; Southampton; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the watch industry is seeking a Customer Care Manager to oversee their Customer Care department in Southampton. This role calls for an experienced team leader who is passionate about customer service and capable of motivating teams to deliver exceptional service. Key responsibilities include managing performance, stakeholder management, and ensuring high levels of customer satisfaction through effective coaching and development of staff. Candidates should have strong communication skills, team management experience, and relevant qualifications.

Qualifications

• Demonstrated experience leading high performing teams in customer service.
• Proficient in managing stakeholder relationships.
• Experience using Salesforce CRM and Voxtron systems.

Responsibilities

• Manage performance and development of the Customer Care team.
• Ensure adherence to Service Level Agreements.
• Lead cultural change within the department.

Skills

Team management experience

Stakeholder management

Excellent time management

Effective planning skills

Exceptional communication skills

Customer service and complaint handling

Strong IT skills

Strong motivator

Education

5 GCSE's including Maths and English (or equivalent)

Tools

Salesforce CRM

Voxtron or other call monitoring system

SAP

Job description

The company

Tissot, watchmakers blending tradition and pioneering spirit since 1853, nestled in the Swiss mountains of Le Locle. Tissot crafts watches that become the storytellers of life's voyage: it's not just the destination that matters, but the importance of the path filled with significant milestones and unforgettable memories. The brand's ambassadors, including American basketball star Damian Lillard, Italian motorcycling sensation Enea Bastianini, Slovenian cyclist Primo Rogli , and Chinese Actors Liu Yifei and Simon Gong exemplify the hours of dedication preceding one's excellence. On a broader stage, Tissot also partners with the NBA, MotoGPTM, and the Tour de France as their Official Timekeeper.

Discover Tissot's collections: T-Touch, PRX, Chemin des Tourelles. Every Swiss timepiece crafted embodies a fusion of heritage and innovation, and while priced accessibly, stands as an enduring legacy defying the constraints of time. Going beyond watchmaking and timekeeping, Tissot accompanies individuals in every moment, celebrating not only the achievements, but the journey itself.

Job description

• Oversight of Customer Care department.
• Champion ongoing development of the department.
• Workforce planning and development.
• Talent Management, including coaching and mentoring.
• Lead organisational culture change within department.
• Motivate the teams and create an environment of overall collaboration, communication within the departments
• To effectively manage Customer Care inboxes and workflow, remaining adaptable at all times in order to adhere to Service Level Agreements within the Customer Service Department
• To manage team performance, development and absence including recruitment, conducting 1:1's, personal development meetings, providing coaching and conducting formal meetings
• To inspire your team to put the customer at the heart of everything we do by demonstrating the highest level of customer service skills and motivate them deliver first contact resolution
• To ensure accurate data recording within the team
• To manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner
• Continuously develop your personal knowledge and understanding of products, services, company procedures/policies and our customers' expectations.

Profile

Essential Skills and Experience

• Team manager experience within a high performing team, in either sales or customer service sector
• Stakeholder management
• Excellent time management skills and able to effectively prioritise workload
• Effective planning and organising skills with close attention to detail
• Exceptional written and verbal communication skills
• Ability to identify development needs within the team and effectively coach to build and maintain a high performing team
• Demonstrable customer service and complaint handling experience
• Strong IT skills, proficient in all MS Office programmes to an advanced level
• Strong motivator / people person / able to lead a team to success

Essential Qualifications

• 5 GCSE's including Maths and English (or equivalent)

Professional requirements

Desirable Skills and Experience

• Experience with Voxtron or other call montoring system
• Experience with Salesforce CRM
• SAP experience
• Retail and / or watch industry experience

Desirable Qualifications

• Relevant Management and Administration Qualification