Customer Services Assistant Manager

Fortnum & Mason; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

An iconic luxury retailer in the UK is seeking a Customer Services Assistant Manager to manage and inspire a passionate team. This role involves ensuring exceptional customer service, handling HR-related meetings, and supporting the recruitment process. Candidates should have robust experience in customer service and team management with a focus on digital technologies. Competitive salary and benefits including discounts, holidays, and a development scheme are offered.

Benefits

Competitive salary and annual bonus

Generous store and restaurant discount

28 days holiday including bank holidays

Defined development scheme

Monthly staff shop

Excellent pension scheme

Qualifications

• Considerable Customer Service and team management experience.
• Experience of carrying out training and coaching at an individual and group level.
• Resilient and capable of working with ambiguity.

Responsibilities

• Manage and inspire the customer service team.
• Support 3rd party relationships and ensure best practices.
• Deliver accurate analysis and customer feedback to senior management.

Skills

Customer service experience

Team management

Planning abilities

Outstanding people skills

Experience with CRM systems

Digital technology awareness

Education

Equivalent combination of experience and/or education

Tools

Zendesk

LivePerson

Microsoft Office

Job description

• Achieve and improve on personal and departmental KPI's
• Resolve escalations in a professional manner through all channels, including face-to-face
• Carry out regular Supervisors and Senior Advisor 1:1 reviews and PDR's and ensure the team are regularly reviewed.
• Managing performance and SLA against annual, monthly, weekly and daily forecasts and targets
• Accountable for ensuring the Supervisors complete probationary periods, PDRs, 1:1 reviews, absence, timekeeping, agent breaks and holidays, and Fourth.
• Responsible for all HR related meetings for the team.
• Ensuring the team are supported in delivering first-time resolution.
• Accountable for the core team and seasonal team's rota and Holiday requests.
• Daily, weekly and monthly reporting
• Attend meetings in the Customer Service Managers and Head of Customer Service's absence.
• Managing and planning time effectively
• Working alongside the Customer Service Management team to provide customer feedback and continuous improvement to customers' journey.
• Complete all administration accurately and with the highest quality.
• Proactively drive the Department by sharing and implementing ways to improve processes.
• Support the Managers and Head of Customer Services to ensure all teams deliver as expected.
• Ensure compliance of company policies and procedures within the team
• To have a flexible approach to work
• Ensure regular review of department productivity whilst ensuring customer service standards are maintained
• Deliver accurate analysis and reporting of customer feedback to senior management with clear sight of the cost implications and challenges to be addressed.
• To attend training courses as and where necessary to ensure personal and team job skills keep pace with legislative and business developments.
• Available to assist the team over the telephone during non-social hours.
• Accountable for team meetings and hosting engaging and informative meetings when required.
• Available to work weekends and evenings over our peak trading period, mini peaks or exceptional times
• Manage and support the recruitment process for both seasonal and core teams.
• Supporting Christmas seasonal recruits and the core team through peak trading times
• Support and drive sales for the department using training and incentives.
• Business & Retail awareness for best practices and customer expectations.
• Support the Managers in maintaining and updating the internal and external FAQ systems to ensure they are fully up-to-date
• Ensure that regular Q&A is carried out by the Supervisors & Senior Advisor to ensure the team maintain our exceptional service standards.
• Support on projects for the business to drive change and improve our customer service delivery.

• Drive your own personal development, advising of necessary support and additional training you require.

  The purpose of your role is to manage, support and inspire the customer service team with a clear and engaging vision. Support the 3rd party relationships (for example, our outsource partners) and ensure best practices are followed. We are looking for someone who is passionate about exceptional customer service and has the ability to handle customers with empathy and consideration whilst ensuring our standards of customer excellence are maintained across the business. We are looking for someone who will always be curious, pushing our plans for the future, seeking ways to develop the team and bring efficiencies to the department. You will offer the highest level of service to our internal and external customers providing them with a great brand experience, basics brilliantly and right first time., Considerable Customer Service and team management experience.

• Outstanding people skills - a keen listener, intellectually curious and highly observant.
• Experience of carrying out training and coaching at an individual and group level.
• Resilient and capable of working with ambiguity and through times of intense change.
• Equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Exceptional customer service focus
• Robust experience of the CRM systems, processes, and reporting mechanisms to enable a function that is growing and maturing at speed.
• Outstanding planning abilities and an ability to deliver on a busy and demanding schedule.
• Awareness and skills in delivering digital technology such as AI, Chatbots, and asynchronous messaging to ensure we remain at the forefront of technology having recently entered an accelerated change.
• Awareness and experience in using Zendesk and LivePerson.
• Great Microsoft Office skills

• This role is based in our Piccadilly Head Office 5 days per week.

  Fortnum & Mason has been the home of extraordinary experiences since 1707. We are now seeking an exceptional individual with a strong retail background to join us as a Customer Services Assistant Manager, helping us deliver world-class service and uphold our heritage of excellence.

• Competitive salary and annual bonus (up to 5%).
• Generous store and restaurant discount (up to 40%).
• 28 days holiday (including bank holidays).
• Defined development scheme to grow your career.
• Monthly staff shop and excellent pension scheme.
• This is an exciting opportunity to showcase your passion for luxury retail and customer experience while developing your career within an iconic brand.