Customer Service Manager

Boxt Limited; Leeds; On-site; GBP 35,000 - 50,000; Full time

Job summary

BOXX is looking for a Customer Service Manager to lead the customer service team in Leeds. This role emphasizes understanding customer needs, providing excellent service, and fostering team development in a positive, collaborative environment. Join a forward-thinking company that values innovation and teamwork.

Benefits

30 days annual leave (plus bank holidays)

Free tea, coffee, fruit, and breakfast

Modern offices

Social events

Ongoing training and development opportunities

Enhanced Family Friendly Benefits

Private medical cover

Company pension

Death in service benefit

Qualifications

• 2+ years of experience in a similar role.
• IT literate with good command of English grammar.
• Ability to manage customer inquiries and complaints effectively.

Responsibilities

• Oversee the Customer Service team and ensure efficient operations.
• Manage team KPIs aligned with business objectives.
• Support team members through coaching and training.

Skills

Active listening skills

Clear telephone manner

Positive language

Understanding of customer experience

Familiarity with call routing systems

Compassionate nature

Job description

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Customer Service Manager
Location: Leeds Office

About Us:

When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club - among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers' homes and lives.

BOXT offers...

• A great team culture - You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
• A market-leading tech platform - Our team of developers is constantly improving our award-winning platform to support customers and engineers.
• Employee progression - We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
• Customer champions - Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
• Award-winning products - We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved.
• Global investors - We're proud to be backed by Brookfield and part of the HomeServe Group.

Job Summary:

As a Customer Service Manager, you will be responsible for understanding our customers' needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong relationships with our customers.

Key Responsibilities:

• Oversee the Customer Service team ensuring the team is running smoothly and efficiently and customer demand is managed through all contact channels into the business
• Implement team KPI's aligning them to core business objectives
• Support team members through effective coaching methods and relevant training
• Keep abreast of customer satisfaction feedback and use the insight to enhance the customer experience and team performance
• Manage the team day to day - ensuring the team is adequately resourced across the businesses operating hours across all contact channels (telephone, Live Chat & email)
• Assist the customer service team with complex enquiries providing sound advice
• Handle manager escalations through to customer satisfaction
• Work closely with operational teams to ensure consistent delivery of exceptional customer service
• Report on a regular basis performance against key metrics to the senior leadership team
• Maintain full accountability of the customer call routing system and Live Chat support platforms

Leadership Qualities:

• We are passionate about creating a positive working environment and collaborative team culture, so it's essential that as a people manager, you can make this happen within your team.
• You should be passionate about your team's development and wellbeing and support this through regular feedback, coaching, and check-ins.
• Our business is fast paced, so it's essential that you can make decisions under pressure whilst meeting KPIs and delivering great results.
• Work towards continuous development of processes to optimise performance and output.
• Ensure the team is compliant with data management and industry regulations and standards through guidance and support.
• Build great working relationships with stakeholders, ensuring that their needs are met.

Who you are:

• IT literate
• Professional and clear telephone manner
• Active listening skills
• Ability to use positive language
• Good command of English grammar and language for accuracy in written communication
• Understanding of a positive customer experience
• Familiar with owning a customer enquiry/ complaint through to resolution
• Experienced in delivering a right first time good outcome for a customer
• 2 years + experience in a similar role

• Familiar with call routing systems
• Experience of working in a fast paced, vibrant and at times, pressured environment
• Caring and compassionate nature

Benefits:

We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they've created a positive, welcoming environment for people to work and thrive within.

Your benefits include...

• 30 days of annual leave (plus bank holidays)
• Free tea, coffee, fruit, and breakfast
• Modern offices
• Social events
• Ongoing training and development opportunities
• Enhanced Family Friendly Benefits
• Private medical cover*
• Company pension
• Death in service benefit*

* After probationary period

How to Apply:

If you'd like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you'd be a great fit for this role and our team.