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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: Experience in Customer Service Management and data analysis is essential.
- Other info: This is a temporary role with opportunities for growth and development.
The predicted salary is between 30000 - 42000 £ 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:
- Experience working within a Customer Service Management role.
- Experience analysing and interpreting basic data sets.
- Creative thinker with the ability to make decisions to achieve success.
Contact Detail:
Bonmarché Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - Temporary (Temporary)
✨Tip Number 1
Familiarise yourself with Bonmarche and Peacocks' customer service values and practices. Understanding their approach will help you align your experience and ideas 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. Highlight any improvements you've implemented that led to increased efficiency or customer satisfaction.
✨Tip Number 3
Stay updated on current trends in customer service management, especially regarding remote operations. Being knowledgeable about industry best practices can set you apart as a candidate who is ready to drive change.
✨Tip Number 4
Be prepared to discuss how you would handle customer complaints and feedback. Show that you can turn negative experiences into opportunities for improvement, which is crucial for enhancing the customer service proposition.
We think you need these skills to ace Customer Service Manager - Temporary (Temporary)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management. Focus on your achievements in improving customer experiences and meeting KPIs, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering outstanding customer experiences. Mention specific examples of how you've driven change or improved service propositions in previous roles.
Highlight Relevant Skills: Emphasise skills that align with the job description, such as data analysis, creative problem-solving, and training capabilities. Show how these skills have contributed to your past successes in customer service.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential in a customer service 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 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 decisions in previous positions. Bring examples of how you've interpreted data to improve customer service or sales performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to manage a difficult situation or implement a new process. Be ready to explain your thought process and the outcomes.
✨Familiarise Yourself with Bonmarche and Peacocks
Research both brands thoroughly. Understand their customer service philosophies and recent developments. This knowledge will help you tailor your responses and show that you're genuinely interested in the role and the companies.
