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- Tasks: Lead and support our outsourced contact centre to enhance customer service and drive sales.
- Company: Join Bonmarche, a leading retail brand focused on delivering exceptional customer experiences.
- Benefits: Enjoy flexible working options and the chance to make a real impact in a dynamic environment.
- Why this job: Be part of a team that values creativity and innovation while improving customer satisfaction.
- Qualifications: Previous experience in Customer Service Management and data analysis is essential.
- Other info: This is a temporary contract role with opportunities for growth and development.
The predicted salary is between 36000 - 60000 £ per year.
Join Our Team as a Customer Service Manager at Bonmarche! 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.
Key Responsibilities:
- Drive change 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.
- 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.
- 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 centre's 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 required:
- 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.
Customer Service Manager (Contract, Temporary) employer: Bonmarché
Contact Detail:
Bonmarché Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager (Contract, Temporary)
✨Tip Number 1
Familiarise yourself with Bonmarche and Peacocks' customer service ethos. Understanding their values and how they approach customer interactions will help you align your experience with their expectations during discussions.
✨Tip Number 2
Prepare to discuss specific examples of how you've successfully managed outsourced contact centres in the past. Highlighting your ability to drive sales and improve customer service metrics will demonstrate your fit for the role.
✨Tip Number 3
Showcase your analytical skills by being ready to talk about how you've used data to inform decisions in previous roles. This will be crucial, as the job involves monitoring KPIs and making data-driven improvements.
✨Tip Number 4
Emphasise your communication skills, especially in relation to training and liaising with teams. Being able to convey information clearly and effectively is key to ensuring that the outsourced contact centre meets its targets.
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 carefully to understand the key responsibilities and requirements for the Customer Service Manager position. Tailor your application to highlight relevant experience and skills that align with these expectations.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your experience in customer service management. Use bullet points to detail your achievements, particularly those related to managing outsourced teams, meeting KPIs, and improving customer experiences.
Write a Strong Cover Letter: In your cover letter, express your passion for delivering outstanding customer experiences. Provide specific examples of how you've driven change in previous roles and how you can contribute to Bonmarche's goals.
Highlight Relevant Skills: Make sure to emphasise your analytical skills and creative thinking in your application. Mention any experience you have with training, monitoring performance, and liaising with different departments, as these are crucial for the role.
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 ensure customer satisfaction.
✨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.
✨Highlight Your Leadership Experience
As a Customer Service Manager, you'll need to lead teams effectively. Talk about your experience managing teams, especially in outsourced environments, and how you've motivated them to meet KPIs and SLAs.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think of scenarios where you've had to implement changes or handle complaints, and be ready to explain your thought process and the outcomes.
