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For Companies At a Glance
- Tasks: Lead and support the Customer Service team while ensuring exceptional service delivery.
- Company: Join a dynamic E-commerce team committed to outstanding customer experiences.
- Benefits: Enjoy a hybrid remote work setup with 2 days in the London office each week.
- Why this job: Be a key player in a supportive environment, enhancing customer satisfaction during maternity cover.
- Qualifications: Proven leadership experience in customer service and proficiency in relevant tools required.
- Other info: This is an 11-month contract starting in April 2025.
The predicted salary is between 28800 - 43200 £ per year.
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 about these platforms will give you an edge during the interview.
✨Tip Number 2
Prepare examples of how you've successfully led a customer service team in the past. Highlight your leadership style and how you foster a positive work environment, as this is crucial for the role.
✨Tip Number 3
Think about specific strategies you've implemented to enhance customer satisfaction. Be ready to discuss these initiatives and how they align with business goals, showcasing your commercial awareness.
✨Tip Number 4
Since this role requires adaptability, reflect on your previous experiences where you had to quickly adjust to new challenges. Sharing these stories will demonstrate your ability to thrive in a dynamic environment.
We think you need these skills to ace Customer Service Manager - Maternity Cover
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in customer service. Include specific examples of how you've managed teams, improved customer satisfaction, and handled complex issues.
Craft a Compelling Cover Letter: In your cover letter, emphasize your ability to foster a positive work environment and your experience with customer service tools. Mention your adaptability and how you can quickly align with the company's goals.
Showcase Relevant Skills: Clearly outline your proficiency with customer service platforms mentioned in the job description. Provide examples of how you've used these tools to enhance team performance and customer experiences.
Highlight Team Collaboration: Discuss your experience working collaboratively with other departments. Provide examples of how you've aligned customer service initiatives with broader business objectives to demonstrate your strategic thinking.
How to prepare for a job interview at Augustinus Bader
✨Showcase Your Leadership Skills
As a Customer Service Manager, your ability to lead and mentor a team is crucial. Be prepared to share specific examples of how you've successfully guided teams in the past, highlighting your approach to fostering a positive work environment.
✨Demonstrate Operational Expertise
Discuss your experience with managing day-to-day operations in customer service. Familiarize yourself with the tools mentioned in the job description, such as Magento or Intercom, and be ready to explain how you've utilized similar platforms to enhance service delivery.
✨Emphasize Strategic Collaboration
This role requires working closely with other departments. Prepare to discuss instances where you've collaborated across teams to align customer service initiatives with business objectives, showcasing your ability to drive results through teamwork.
✨Highlight Your Adaptability
Given that this is a temporary position, it's important to convey your adaptability. Share experiences where you've quickly adjusted to new roles or environments, emphasizing your readiness to take ownership and make informed decisions during the maternity cover period.
