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- Tasks: Lead a team to enhance customer service and drive sales through effective management.
- Company: Join Bonmarche, a dynamic retail brand focused on delivering exceptional customer experiences.
- Benefits: Enjoy a collaborative work environment with opportunities for growth and development.
- Why this job: Be part of a fast-paced team that values innovation and customer satisfaction.
- Qualifications: Experience in customer service management and data analysis is essential.
- Other info: Opportunity to work closely with outsourced teams and influence company strategies.
The predicted salary is between 28800 - 43200 £ per year.
Join Our Team as a Customer Service Manager at Bonmarche! Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced retail environment? If so, we have a fantastic opportunity for you!
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.
Key Responsibilities:- 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.
- Be the escalation point to the third-party supplier for all customer enquiries for both businesses.
- 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.
- 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 businesses to the outsourced contact centre.
- Request and issue customer cheques.
- Request refunds by BACS.
- Liaise with both QC departments on quality and customer feedback.
- Manage multiple payment platforms and review and monitor potential fraudulent transactions and escalate to the appropriate department.
- 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 centre's premises in Sheffield.
- Respond to Trust Pilot Reviews for both brands calling out any key trends to the trading teams.
- Respond to Bazaarvoice enquiries and share regular reporting on feedback to the trading team.
- Issue gift cards for customer complaints.
- Experience working within a Customer Service Management role.
- Experience analysing and interpreting basic data sets.
- Understanding of payment platforms, including Paypal.
- Demonstrate the ability to engage and collaborate with internal teams and external partners to problem solve.
- High attention to detail and methodical approach.
- Creative thinker and the ability to make decisions to achieve success.
Customer Service Manager employer: Bonmarché
Contact Detail:
Bonmarché Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management, especially in retail. Understanding what makes a great customer experience can help you stand out during interviews.
✨Tip Number 2
Network with professionals in the customer service field. Attend industry events or join online forums to connect with others who can provide insights and potentially refer you to opportunities.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven change in previous roles. Highlight your ability to analyse data and implement new processes that improved customer satisfaction.
✨Tip Number 4
Research Bonmarche and Peacocks thoroughly. Understand their customer service philosophy and be ready to share ideas on how you can enhance their service proposition during your interview.
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 achievements in driving sales, improving customer experiences, and managing teams, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering outstanding customer experiences. Mention specific examples from your past roles that demonstrate your ability to manage outsourced contact centres and improve service propositions.
Highlight Relevant Skills: Emphasise skills that align with the job description, such as data analysis, attention to detail, and creative problem-solving. Show how these skills have helped you achieve success in previous positions.
Showcase Your Understanding of Payment Platforms: Since the role involves managing multiple payment platforms, briefly mention your experience with systems like PayPal. This will demonstrate your capability to handle financial transactions and monitor potential fraudulent activities.
How to prepare for a job interview at Bonmarché
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous roles in customer service management. Highlight specific examples where you improved customer experiences or resolved issues effectively, as this will demonstrate your capability to handle the responsibilities of the role.
✨Understand the Company and Its Values
Research Bonmarche and Peacocks thoroughly. Familiarise yourself with their customer service philosophy and recent initiatives. This knowledge will help you align your answers with their values and show that you're genuinely interested in the company.
✨Prepare for Data-Driven Questions
Since the role involves analysing data sets, be ready to discuss how you've used data to drive decisions in past positions. Think of examples where you monitored KPIs or implemented changes based on customer feedback.
✨Demonstrate Your Problem-Solving Skills
Expect questions about how you would handle specific customer service challenges. Prepare scenarios where you successfully collaborated with teams or external partners to resolve issues, showcasing your creative thinking and decision-making abilities.
