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- Tasks: Lead and enhance customer service at Bonmarche's outsourced contact centre.
- Company: Bonmarche is a vibrant retail brand focused on delivering exceptional customer experiences.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Join a team that values creativity and collaboration while making a real impact on customer satisfaction.
- Qualifications: Experience in customer service management and data analysis is essential.
- Other info: This role involves regular interaction with third-party suppliers and requires strong problem-solving skills.
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:- 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.
- 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. Understanding current best practices and technologies can give you an edge during interviews, showing that you're proactive and knowledgeable about the industry.
✨Tip Number 2
Network with professionals in the retail and customer service sectors. Attend industry events or join online forums to connect with others who might provide insights or even referrals for the Customer Service Manager position at Bonmarche.
✨Tip Number 3
Prepare specific examples of how you've successfully managed customer service teams or improved service propositions in your previous roles. Being able to share concrete achievements will demonstrate your capability and fit for the role.
✨Tip Number 4
Research Bonmarche and Peacocks thoroughly. Understanding their brand values, customer demographics, and recent developments will help you tailor your approach and show genuine interest in contributing to their success.
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 previous roles, especially those that demonstrate your ability to drive change and improve customer experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the retail environment. Mention specific examples of how you've successfully managed teams or improved service propositions in the past.
Highlight Relevant Skills: In your application, emphasise skills such as data analysis, collaboration with internal teams, and experience with payment platforms. These are crucial for the Customer Service Manager role at Bonmarche.
Showcase Problem-Solving Abilities: Provide examples in your application that demonstrate your creative thinking and decision-making skills. Highlight situations where you successfully resolved customer issues or improved processes.
How to prepare for a job interview at Bonmarché
✨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 help customers, as this will resonate well with the hiring team.
✨Demonstrate Your Analytical Skills
Since the role involves analysing data sets, be prepared to discuss how you've used data to drive improvements in customer service. Bring examples of how you've interpreted data to make informed decisions in previous positions.
✨Highlight Your Collaboration Experience
The job requires working closely with both internal teams and external partners. Be ready to share instances where you've successfully collaborated with others to solve problems or implement changes, showcasing your teamwork skills.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world situations. Think of scenarios where you had to manage customer complaints or improve service processes, and be ready to explain your thought process and outcomes.
