Customer Service Manager
August 22
🏢 In-office - London
Description
• Team Leadership: You'll oversee the workload of the Customer Service Team. This includes shaping the team culture and monitoring and evaluating team performance. • Customer Service: You'll handle general customer enquiries, through to escalations and complaints, ensuring effective and timely resolution of issues. • Change Management: You'll ensure policies and procedures are kept up to date, with a focus on continuous improvement. • Technology and Tools: You’ll oversee the use and implementation of customer service tools and software. • Analytics & Reporting: You'll track and analyse customer service performance, reporting on KPI’s back to the business.
Requirements
• Experience in a fast-paced customer service role - you’ve ideally dealt with both volume and complex issues, and you’re keen to step into a leadership role. • You can build reports, and effectively demonstrate your ability to present information to stakeholders. • You’re used to working with multiple departments, you can communicate cross-functionally and know when to escalate. • You get a kick out of problem solving - you’re confident in your interactions with customers and senior stakeholders. You’re an independent thinker and have a knack for empowering others to make customer service decisions. • You’re passionate about the products we sell, and have an interest in either Cars, Watches or both. • Proficiency in both leveraging and implementing tools to improve customer service.
Benefits
• 25 days holiday (plus an additional day each year after 2 years tenure) • Private medical insurance for you and your family with Vitality. • Annual learning and development budget • Company pension contribution. • The opportunity to attend amazing automotive and watch events. • A chance to grow your career in a fast-paced, dynamic environment.
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