Customer Service Quality Manager

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Customer Service Quality Manager, London

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Client:

nShift

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

5d32e540bf37

Job Views:

8

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

About Us

nShift is a leading global provider of cloud delivery management solutions (SaaS), enabling frictionless shipment and return of nearly one billion shipments annually across 190 countries. Headquartered in London and Oslo, with over 500 employees across Europe, our platform integrates with over 1000 carriers, making us a leader in the industry.

We power many online purchases, and our role is pivotal in shaping the future of shipping—join us to make a difference.

Purpose of Role

As the Customer Service Quality Manager, you will lead efforts to uphold and improve customer service standards, working with a team of approximately 80 professionals to enhance quality through strategic initiatives.

About you

You are experienced in managing quality frameworks (QMS), passionate about continuous improvement, and skilled in articulating and measuring quality enhancements. You understand the importance of service excellence and value the impact of quality in customer interactions.

Key Responsibilities

• Develop and maintain a framework for quality and excellence within Customer Service.
• Document communication standards and plan ongoing improvements.
• Monitor and report on quality trends, identifying areas for enhancement.
• Identify training and coaching needs, supporting managers to improve team output.
• Ensure adherence to quality standards and report outcomes to management.

Team Collaboration

Build strong relationships across support teams and managers to address quality challenges effectively.

Performance Monitoring

Establish regular follow-ups and assist managers in achieving KPIs and quality goals.

Continuous Improvement

Identify opportunities for enhancement and develop implementation plans.

Inter-departmental Collaboration

Initially focus on refining customer service interactions; long-term, expand to improve interactions across departments like R&D, Sales, and Product, to enhance the overall customer experience throughout their journey.

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