Customer Service Manager

JR United Kingdom; Wakefield; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading retail company is seeking a Customer Service Manager to oversee their outsourced contact centre operations. The role involves driving improvements in customer service, ensuring sales targets are met, and collaborating with internal teams. Ideal candidates will have experience in customer service management and a keen eye for detail.

Qualifications

• Experience working within a Customer Service Management role.
• Experience analysing and interpreting basic data sets.
• Understanding of payment platforms, including Paypal.

Responsibilities

• Manage and support the outsourced contact centre to ensure quality and efficiency.
• Drive change and improve the customer service proposition.
• Monitor customer service performance and report on KPIs.

Skills

Customer Service Management

Data Analysis

Attention to Detail

Creative Thinking

Tools

Payment Platforms

Job description

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Join Our Team as a Customer Service Manager at Bonmarche!

Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced retail environment. If so, we have a fantastic opportunity for you!

The Customer Services Manager will manage and support the outsourced contact centre to ensure high levels of quality, productivity, efficiency and knowledge to improve the customer service proposition and ensuring the telephone order line drives sales and profitability for both Bonmarche and Peacocks.

Key Responsibilities:

• To drive change as required by working closely with the outsourced contact centre and internal businesses on ways to improve the customer service proposition
• Ensure the outsourced contact centre hits weekly sales targets for telephone order line to drive a profitable channel
• Develop and implement new systems and processes to improve service proposition and work with third party supplier to produce relevant training guides
• Be the escalation point to the third-party supplier for all customer enquiries for both businesses
• Ensure the outsourced contact centre are achieving their KPIs and that contracted SLAs are met
• Provide feedback on all trending complaints to the different trading teams and implement improvements where necessary to improve the customer experience
• To support the outsourced contact centre with training as required on all aspects of customer service including company policies and processes for both businesses
• Closely monitor and report on customer service performance and take appropriate action if required
• Communicate all trading plans, key launches and events for both business to the outsourced contact centre
• Request and issue of customer cheques
• Request refunds by BACS
• Liaise with both QC departments on quality and customer feedback
• Manage multiple payment platforms and review and monitor potential fraudulent transactions and escalate to the appropriate department
• Update the loyalty database with change of customer details
• Hold weekly meetings with the outsourced contact centre
• Attend monthly and quarterly business reviews with outsourced contact centre in person on the contact centres premises in Sheffield
• Respond to Trust Pilot Reviews for both brands calling out any key trends to the trading teams.
• Respond to Bazaarvoice enquiries and share regular reporting on feedback to the trading team
• Issue gift cards for customer complaints

Person specification

• Experience working within a Customer Service Management role.
• Experience analysing and interpreting basic data sets.
• Understanding of payment platforms, including Paypal
• Demonstrate the ability to engage and collaborate with internal teams and external partners to problem solve
• High Attention to detail and methodical approach
• Creative thinker and the ability to make decisions to achieve success