Front Office Manager

EssilorLuxottica; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global eyewear leader in the UK is seeking a Front Office Manager to lead the customer service team. The ideal candidate will have proven experience in customer service management, a proactive approach, and strong leadership skills. This role involves setting targets, developing strategies to enhance customer experience, and managing a diverse team to achieve departmental objectives. Join us to make a positive impact on customer satisfaction.

Qualifications

• Proven customer service management experience.
• Experience managing a team in a contact centre environment.
• Ability to manage multiple initiatives in a fast-paced environment.

Responsibilities

• Lead and motivate the Front Office Team to achieve KPIs.
• Develop customer service strategies.
• Monitor team performance and implement coaching plans.

Skills

Customer service management

Team leadership

Communication skills

Organisational skills

Proactive problem-solving

Multi-tasking

Education

Degree level (or equivalent)

Tools

SAP

CRM Systems

Microsoft Office Suite

Job description

Overview

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

If you've worn a pair of glasses, we've already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network), and leading e-commerce platforms.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Discover more by following us on LinkedIn!

Your #FutureInSight with EssilorLuxottica

Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what's possible!

Job Scope and Main Responsibilities

Working as Front Office Manager on the lens side of the business, you will lead and motivate the Front Office Team, taking responsibility to deliver the objectives/KPIs (quantitative and qualitative) for Customer Service.

You will be responsible for the effective evolution of the department with a vision to provide the best possible EssilorLuxottica experience to our customers (primarily IECPs and labs), ensuring that Front Office contact points are of the highest quality to make the customer experience the best in the market, generating customer loyalty and adding value to the business. Through the effective coaching and support of your team, you will manage projects aimed at improving (and, when possible, modernizing) the customer experience and elevating EssilorLuxottica's image in the customer\'s eyes.

You will oversee the Front Office team activities, strategically and proactively, maintaining high levels of productivity and efficiency within the department. You will work in a compliance centered business where you will play an active part in defining processes, plans and policies, and will be responsible for cascading these to other members of staff.

Main Responsibilities

• Setting and communicating targets in conjunction with the CIC Manager.
• Developing customer service strategies to ensure the achievement of departmental and company objectives, whilst meeting Customer Satisfaction targets.
• Recruiting and training customer service personnel.
• Monitoring your team's performance and motivating them to reach targets.
• Development and implementation of individual coaching plans for your team.
• The development of processes and systems to support customer and business objectives.
• Meet the requirements of compliance standards such as ISO 13485 and health & safety regulations, including audits.
• Mentoring and training front office team managers and agents, monitored through regular feedback, 1-2-1\'s and yearly performance process.
• Actively supporting a culture of best practice and continuous improvement.
• Managing employee relation issues in line with HR regulations.

Main Requirements

• Experience of managing a results and service driven team, ideally within a contact centre environment.
• Have proven customer service management experience.
• Experience of working in an International, multi-cultural environment.
• A proactive and organised approach, with the ability to manage multiple initiatives and stakeholders in a fast-paced environment.
• Previous use of SAP and CRM Systems.
• Excellent knowledge of full Microsoft Office Suite & IT Skills.
• Excellent written, verbal and interpersonal communication skills.
• Degree level (or equivalent) education.
• Be able to show autonomy, flexibility and common sense when needed.
• Being an excellent leader - being able to coach and motivate your team to achieve group and individual targets, and quickly identify areas for improvement and development.
• Demonstrating outstanding product and systems knowledge.
• Acting as a company ambassador.
• Having exceptional professional and interpersonal skills - answering relevant stakeholders, questions and handling objections effectively, applying a structured approach when dealing with queries.
• Acting as a guardian of the Culture - leading by example
• Demonstrating integrity and trustworthiness, according to company values
• Making our customers feel valued by EssilorLuxottica