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For Companies At a Glance
- Tasks: Lead and support the Customer Service team while ensuring top-notch service delivery.
- Company: Join a dynamic E-commerce team committed to exceptional customer experiences.
- Benefits: Enjoy a hybrid remote work setup and a supportive team environment.
- Why this job: Make a real impact during maternity cover and enhance customer satisfaction.
- Qualifications: Proven leadership experience in customer service and proficiency in relevant tools required.
- Other info: Contract lasts 11 months, starting April 2025, with 2 days in London office.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
We are seeking an experienced Customer Service Manager to join our team on a temporary basis to cover maternity leave. This role is key to ensuring the smooth operation of our Customer Service team and maintaining our commitment to delivering exceptional customer experiences. As an integral part of the E-commerce team, you will work closely with other departments to align strategies and processes with business objectives.
Key Responsibilities
Team Leadership: Provide guidance, mentorship, and support to the Customer Service team, fostering a positive and productive work environment.
Operational Oversight: Manage day-to-day operations, including ticket assignments, team workflows, and customer interactions, ensuring seamless service delivery.
Strategic Collaboration: Work closely with other departments to align customer service initiatives with broader business goals.
Customer Experience: Act as an escalation point for complex issues and drive initiatives to enhance customer satisfaction and service quality.
Training and Development: Identify team training needs, organize development initiatives, and maintain updated resources and documentation.
Performance Management: Monitor team performance, conduct quality assurance checks, and support individual and team growth through feedback and goal-setting.
Skills and Qualifications
- Proven experience in a leadership role within customer service or a related field.
- Proficiency in customer service tools and platforms, such as Magento, Netsuite, Braintree, Bloomreach, Ordergroove, Loyalty Lion, Intercom, Slack, or similar systems.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
What We’re Looking For
Detail-Oriented: Committed to resolving cases thoroughly and maintaining high standards in a fast-paced environment.
Decision-Maker: Confident in making informed decisions and taking ownership of issues to ensure seamless operations during the cover period.
Strong Communicator: Able to interact effectively with both management and team members, fostering collaboration and clear communication across departments.
Commercially Aware: Solution-focused, with the ability to balance customer satisfaction and business goals in day-to-day operations.
Task-oriented : Possesses excellent administrative skills, ensuring workflows are managed efficiently and accurately.
Adaptable Leader: Thrives in a collaborative team environment and can quickly adapt to the role’s requirements, leveraging prior experience in similar positions or industries.
Why Join Us?
This is an opportunity to take on a pivotal role in a dynamic and supportive team, ensuring exceptional service delivery and team success during maternity leave.
Contract Duration: 11 months
Location: This is a hybrid remote role, requiring 2 days per week in our London office, with the remaining days working remotely.
Start Date: April 2025
Customer Service Manager - Maternity Cover employer: Augustinus Bader
Contact Detail:
Augustinus Bader Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - Maternity Cover
✨Tip Number 1
Familiarize yourself with the customer service tools mentioned in the job description, like Magento and Intercom. Having hands-on experience or knowledge of these platforms will give you an edge during discussions.
✨Tip Number 2
Highlight your leadership experience in customer service roles. Be ready to share specific examples of how you've successfully managed teams and improved customer satisfaction in previous positions.
✨Tip Number 3
Prepare to discuss your approach to training and development. Think about how you can identify team needs and implement effective training programs to enhance performance and service quality.
✨Tip Number 4
Showcase your adaptability and decision-making skills. Be prepared to explain how you've navigated challenges in fast-paced environments and made informed decisions that benefited both customers and the business.
We think you need these skills to ace Customer Service Manager - Maternity Cover
Some tips for your application 🫡
Tailor Your CV: Make sure to customize your CV to highlight your leadership experience in customer service. Emphasize any relevant tools and platforms you have used, such as Magento or Intercom, to demonstrate your proficiency.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and detail how your previous experiences align with the responsibilities of the role. Mention your ability to foster a positive team environment and your strategic collaboration skills.
Showcase Your Problem-Solving Skills: Provide specific examples in your application that illustrate your decision-making abilities and how you've successfully resolved complex customer issues in the past.
Highlight Adaptability: Since this is a temporary position, emphasize your adaptability and readiness to step into the role seamlessly. Share instances where you've quickly adjusted to new challenges or environments.
How to prepare for a job interview at Augustinus Bader
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples from your past experiences where you successfully guided a team through challenges or improved team performance.
✨Familiarize Yourself with Relevant Tools
Make sure you are well-versed in the customer service tools mentioned in the job description, such as Magento and Intercom. Being able to discuss your experience with these platforms will show that you're ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Think of specific situations where you had to resolve complex customer issues and how you ensured customer satisfaction while aligning with business goals.
✨Emphasize Your Adaptability
Since this role is temporary, highlight your ability to adapt quickly to new environments and processes. Share examples of how you've successfully transitioned into new roles or adapted to changes in previous positions.
