Customer Care Manager - Tissot - Southampton - Full Time

TISSOT; United Kingdom; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the watch industry is seeking a Customer Care Manager to oversee their Customer Care department. The successful candidate will lead and inspire the team, manage operations, and ensure the highest customer service standards are upheld. Exceptional leadership and communication skills are required to cultivate a collaborative environment focused on customer satisfaction.

Qualifications

• Experience in managing customer care teams.
• Strong communication and motivation skills.
• Ability to manage performance and development effectively.

Responsibilities

• Oversee the Customer Care department and team performance.
• Manage customer care inboxes and follow-up on escalations.
• Champion ongoing development of teams and culture change.

Skills

Leadership

Coaching

Talent Management

Customer Service

Collaboration

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.