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- Tasks: Lead a team of customer service advisors and ensure top-notch service.
- Company: Join a high-growth ecommerce business in the heart of Manchester.
- Benefits: Enjoy a salary up to £42,000, hybrid work, and great hours.
- Why this job: Be part of an exciting growth journey and shape your own department.
- Qualifications: Experience in customer service management and strong leadership skills required.
- Other info: This is a newly created role with opportunities for personal and professional growth.
The predicted salary is between 33600 - 50400 £ per year.
Customer Service Manager
Up to £42,000pa
Permanent
Manchester City Centre
A high growth ecommerce business are seeking a permanent Customer Service Manager to join their team. This is a newly created role, leading a team of 3 customer service advisors, with the view to further expand, develop and implement processes within the customer service department.
Key responsibilities
- Manage the customer service function, ensuring exceptional customer service at all times – liaising directly with customers and dealing with any escalations
- Implementing and working towards SLA’s
- Lead, coach, develop and manage the customer service team, including 1-2-1s, target and goal setting, providing clear direction for company and individual performance
- Providing customer service across multiple communication channels, including social media platforms
- Implement processes to improve and increase operation efficiency and customer satisfaction
- Monitor and set KPI’s, analysing performance trends, providing actionable insights for improvement
- Oversee implementation and usage of CRM systems
- Oversee and set up the whole department – this is a relatively new business with extremely impressive growth, so this is a really exciting opportunity for someone to head up the department and make it their own
The ideal candidate will have the following skills, experience and attributes:
- Previous experience within a customer service manager role within an office based environment
- Strong leadership and people management skills
- Excellent knowledge and usage of CRM systems and social media platforms
- A strong passion for customer service and empathy for customer pains
- Results orientated
- Strong conflict resolution skills and the ability to deal with complex customer queries
- Use of initiative
- Desirable – implementing processes into a customer service team
- Desirable – ecommerce, fashion or retail background
In return you will receive a competitive salary of up to £42,000pa dependant on experience, hybrid working, great working hours of Monday – Friday 9am-5pm, excellent future development and progression opportunities and real autonomy to run your own department how you see fit. This role is also working within a really exciting business who have seen exponential growth in the last 3 years, and this is a brilliant time to join the business.
Interested in this role? Please click apply now and I will be in touch if your application has been successful!
Customer Service Manager employer: Simpson Judge
Contact Detail:
Simpson Judge Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Make sure to showcase your leadership skills during the interview. Prepare examples of how you've successfully managed teams in the past, especially in customer service settings. This will demonstrate your capability to lead and develop a team effectively.
✨Tip Number 2
Familiarize yourself with the latest trends in e-commerce and customer service technologies. Being knowledgeable about CRM systems and social media platforms will give you an edge, as you'll be able to discuss how you can implement these tools to enhance customer satisfaction.
✨Tip Number 3
Prepare to discuss specific processes you've implemented in previous roles that improved efficiency or customer satisfaction. This will show that you have a proactive approach and are results-oriented, which is crucial for this position.
✨Tip Number 4
Be ready to talk about conflict resolution strategies you've used in the past. Since the role involves dealing with complex customer queries, demonstrating your ability to handle difficult situations with empathy and effectiveness will be key.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management. Focus on your leadership skills, previous roles, and any specific achievements that demonstrate your ability to manage a team effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention your experience with CRM systems and how you plan to implement processes to improve efficiency and customer satisfaction.
Highlight Relevant Skills: In your application, emphasize your conflict resolution skills and your ability to handle complex customer queries. Provide examples of how you've successfully led teams and set KPIs in previous roles.
Show Enthusiasm for the Company: Research the company and express your excitement about joining a high-growth ecommerce business. Mention how you can contribute to their success and help shape the customer service department.
How to prepare for a job interview at Simpson Judge
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences, how you've motivated teams, and any specific strategies you've used to improve performance.
✨Demonstrate Your Customer-Centric Approach
Highlight your passion for customer service during the interview. Share examples of how you've resolved complex customer queries and improved customer satisfaction in past roles.
✨Familiarize Yourself with CRM Systems
Since knowledge of CRM systems is crucial for this role, make sure you can discuss your experience with them. Be ready to explain how you've utilized these systems to enhance customer service operations.
✨Prepare for Process Improvement Discussions
This position involves implementing processes to increase efficiency. Think about past experiences where you've successfully introduced new processes and be ready to share those insights during the interview.
