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- Tasks: Lead and support our outsourced contact centre to enhance customer service and drive sales.
- Company: Join Peacocks, a vibrant brand dedicated to delivering exceptional customer experiences.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Be part of a dynamic team focused on improving customer satisfaction and making a real impact.
- Qualifications: Previous experience in Customer Service Management and data analysis is essential.
- Other info: This is a temporary contract role with potential for future opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Join Our Team as a Customer Service Manager at Peacocks! Are you passionate about delivering outstanding customer experiences? The Customer Services Manager will manage and support the outsourced contact centre to ensure high levels of quality, productivity, efficiency and knowledge to improve the customer service proposition and ensuring the telephone order line drives sales and profitability for both Bonmarche and Peacocks.
- To drive change as required by working closely with the outsourced contact centre and internal businesses on ways to improve the customer service proposition.
- Ensure the outsourced contact centre hits weekly sales targets for telephone order line to drive a profitable channel.
- Develop and implement new systems and processes to improve service proposition and work with third party supplier to produce relevant training guides.
- Ensure the outsourced contact centre are achieving their KPIs and that contracted SLAs are met.
- Provide feedback on all trending complaints to the different trading teams and implement improvements where necessary to improve the customer experience.
- To support the outsourced contact centre with training as required on all aspects of customer service including company policies and processes for both businesses.
- Closely monitor and report on customer service performance and take appropriate action if required.
- Communicate all trading plans, key launches and events for both business to the outsourced contact centre.
- Liaise with both QC departments on quality and customer feedback.
- Update the loyalty database with change of customer details.
- Hold weekly meetings with the outsourced contact centre.
- Attend monthly and quarterly business reviews with outsourced contact centre in person on the contact centres premises in Sheffield.
- Respond to Trust Pilot Reviews for both brands calling out any key trends to the trading teams.
- Issue gift cards for customer complaints.
Experience working within a Customer Service Management role. Experience analysing and interpreting basic data sets. Creative thinker and the ability to make decisions to achieve success.
Contact Detail:
Peacocks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager (Contract, Temporary)
✨Tip Number 1
Familiarise yourself with the customer service landscape, especially in retail. Understanding the specific challenges and trends in the industry will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals in customer service management. Attend industry events or join online forums to connect with others in the field, which can provide insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your experience with KPIs and SLAs. Be ready to share specific examples of how you've successfully managed these metrics in previous roles, as this is crucial for the position.
✨Tip Number 4
Showcase your creative problem-solving skills. Think of examples where you've implemented new systems or processes that improved customer service, as this aligns with the job's requirements.
We think you need these skills to ace Customer Service Manager (Contract, Temporary)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and skills required for the Customer Service Manager position. Tailor your application to highlight your relevant experience in managing customer service teams and driving sales.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in customer service management. Include specific examples of how you've improved customer service propositions or met KPIs in past roles.
Showcase Analytical Skills: Since the role involves analysing data sets, mention any experience you have with data analysis in your application. Provide examples of how you've used data to drive decisions or improve customer service outcomes.
Demonstrate Communication Skills: Effective communication is crucial for this role. In your application, illustrate your ability to liaise with different teams and manage outsourced contact centres. Mention any experience you have in conducting training or meetings.
How to prepare for a job interview at Peacocks
✨Showcase Your Customer Service Passion
Make sure to express your enthusiasm for delivering outstanding customer experiences. Share specific examples from your past roles where you went above and beyond to ensure customer satisfaction.
✨Demonstrate Your Analytical Skills
Prepare to discuss how you've previously analysed data sets to improve customer service. Highlight any metrics or KPIs you've worked with and how your insights led to actionable improvements.
✨Be Ready to Discuss Change Management
Since the role involves driving change, think of instances where you've successfully implemented new systems or processes. Be prepared to explain your approach and the outcomes of those changes.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-life scenarios. Think about how you would handle customer complaints or improve service propositions, and be ready to articulate your thought process.
