Customer Service Assistant Manager

Fitshop Group.; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in customer service seeks a dedicated Customer Service Assistant Manager in Glasgow. The role involves supporting the Customer Service team, managing inquiries, leading complaint resolution, and ensuring a high-quality customer experience across various communication channels. You will play a crucial role in enhancing customer satisfaction and team performance.

Benefits

30 days annual leave

employee assistance programme

free parking and tea/coffee

pension

life assurance (4 x salary)

Qualifications

• Experience in complaint handling and management/supervisory roles is essential.
• Ability to manage customer queries across various platforms.
• Calm demeanor and collaborative spirit for effective team interaction.

Responsibilities

• Manage customer queries via telephone, email and web-chat.
• Support training and onboarding of team members.
• Oversee team routines and manage escalated issues.

Skills

Communication skills

Problem-solving

Team collaboration

Job description

We believe it is important to provide quality support for our Customers. We need our Customer Service team to be confident, polite and personable individuals with outstanding communication skills to provide a first class Customer journey through a variety of communication channels.

Part of the customer service management team, you will support the department Head in leading and continuously improving the end to end Customer journey.

Be the first escalation point for complaints and operational challenges raised by the team.

• 37.5 hour contract
• 30 days annual leave
• employee assistance programme
• free parking *free tea/coffee
• pension
• life assurance (4 x salary)

Key Responsibilities

• Use multiple channels to connect with our Customers and resolve all enquiries; including but not limited to quotes for parts, amendments, complaints
• Promptly establishing and resolving customer queries, through telephone calls, e-mails and online web-chat
• Collaborating swiftly and professionally with our logistic partners to enable the best Customer experience
• Accountable for the end to end order processing procedure
• Building an in-depth knowledge of our products and services to enable to provide outstanding technical support as part of the after sales experience
• Confidently managing the full customer journey with ease in order to delight the customer with the aim to impact our trust pilot score positively alongside ensuring repeat business
• Continuous personal improvement; constantly striving to grow and develop self and team; deliver and support with any relevant training, preparation of manuals etc.
• Continuously looking at the team processes and procedures in order to drive efficiencies
• Support with the onboarding and full training of team members
• Support with day to day escalated and/or operational questions from the team
• Manage the work and team rotas and daily tasks to ensure a smooth operation

Who you will work with:

In addition to the working with a great team, you will connect with the leadership team, retail stores, the warehouse team, sales team and purchasing.

You will need:

• To maintain a calm, confident and enthusiastic manner when dealing with the team, internal stakeholders and Customers
• To be demonstrate problem solving and complaint resolution with a ‘can do’ attitude
• Confident communication skills, both written and verbal
• To be comfortable using non MS office packages, and be comfortable using email, online telephone systems and PC based back office systems and multi-tasking
• The ability to work collaboratively as part of a wider team
• To be confident in attending management meetings in the absence of the Department head
• A general understanding of e-commerce (website/E-bay) ordering and trust pilot

Above all else, you will need to be a great communicator who puts our customers at the centre of everything we do.

Customer Service Assistant Manager

We believe it is important to provide quality support for our Customers. We need our Customer Service team to be confident, polite and personable individuals with outstanding communication skills to provide a first class Customer journey through a variety of communication channels.

Part of the customer service management team, you will support the department Head in leading and continuously improving the end to end Customer journey.

Be the first escalation point for complaints and operational challenges raised by the team.

Benefits:

• 37.5 hour contract
• 30 days annual leave
• employee assistance programme
• free parking *free tea/coffee
• pension
• life assurance (4 x salary)

Key Responsibilities

• Use multiple channels to connect with our Customers and resolve all enquiries; including but not limited to quotes for parts, amendments, complaints
• Promptly establishing and resolving customer queries, through telephone calls, e-mails and online web-chat
• Collaborating swiftly and professionally with our logistic partners to enable the best Customer experience
• Accountable for the end to end order processing procedure
• Building an in-depth knowledge of our products and services to enable to provide outstanding technical support as part of the after sales experience
• Confidently managing the full customer journey with ease in order to delight the customer with the aim to impact our trust pilot score positively alongside ensuring repeat business
• Continuous personal improvement; constantly striving to grow and develop self and team; deliver and support with any relevant training, preparation of manuals etc.
• Continuously looking at the team processes and procedures in order to drive efficiencies
• Support with the onboarding and full training of team members
• Support with day to day escalated and/or operational questions from the team
• Manage the work and team rotas and daily tasks to ensure a smooth operation

Who you will work with:

In addition to the working with a great team, you will connect with the leadership team, retail stores, the warehouse team, sales team and purchasing.

You will need:

• To maintain a calm, confident and enthusiastic manner when dealing with the team, internal stakeholders and Customers
• To be demonstrate problem solving and complaint resolution with a ‘can do’ attitude
• Confident communication skills, both written and verbal
• To be comfortable using non MS office packages, and be comfortable using email, online telephone systems and PC based back office systems and multi-tasking
• The ability to work collaboratively as part of a wider team
• To be confident in attending management meetings in the absence of the Department head
• A general understanding of e-commerce (website/E-bay) ordering and trust pilot

Above all else, you will need to be a great communicator who puts our customers at the centre of everything we do.

If this sounds like your ideal move, click apply now!

Complaint handling and Management/Supervisor experience is essential