Customer Care Manager - Tissot - Southampton - Full Time

The SWATCH Group; Southampton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading watch manufacturer is seeking a Customer Care Manager in Southampton. The role involves overseeing the Customer Care department, spearheading its development, and managing team performance. Strong leadership skills are essential to motivate the team and ensure exceptional customer service. Candidates should be adaptable and able to manage complaints and inquiries professionally.

Responsibilities

• Oversight of Customer Care department.
• Champion ongoing development of the department.
• Workforce planning and development.
• Talent Management, including coaching and mentoring.
• Lead organizational culture change within department.
• Motivate teams and create an environment of collaboration.
• Manage Customer Care inboxes and workflow.
• Manage team performance, development, and absence.
• Inspire team to prioritize customer satisfaction.
• Ensure accurate data recording within the team.
• Manage customer complaint escalations professionally.

Job description

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.