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- Tasks: Lead the Customer Service team to ensure top-notch customer experiences and satisfaction.
- Company: Join BOXT, a dynamic installation company partnered with industry leaders like EDF Energy and Tesla.
- Benefits: Enjoy 30 days annual leave, free snacks, modern offices, and ongoing training opportunities.
- Why this job: Be part of a vibrant team culture that celebrates success and fosters personal growth.
- Qualifications: 2+ years in a similar role, strong communication skills, and a passion for customer service.
- Other info: Creative applications encouraged; show us why you're the perfect fit!
The predicted salary is between 30000 - 42000 £ per year.
Location: Leeds Office
About Us
When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club – among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers\’ homes and lives.
BOXT offers…
- A great team culture – You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
- A market-leading tech platform – Our team of developers is constantly improving our award-winning platform to support customers and engineers.
- Employee progression – We\’re passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
- Customer champions – Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
- Award-winning products – We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved.
- Global investors – We\’re proud to be backed by Brookfield and part of the HomeServe Group.
Job Summary
As a Customer Service Manager, you will be responsible for understanding our customers\’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong relationships with our customers.
Key Responsibilities
- Oversee the Customer Service team ensuring the team is running smoothly and efficiently and customer demand is managed through all contact channels into the business
- Implement team KPI’s aligning them to core business objectives
- Support team members through effective coaching methods and relevant training
- Keep abreast of customer satisfaction feedback and use the insight to enhance the customer experience and team performance
- Manage the team day to day – ensuring the team is adequately resourced across the businesses operating hours across all contact channels (telephone, Live Chat & email)
- Assist the customer service team with complex enquiries providing sound advice
- Handle manager escalations through to customer satisfaction
- Work closely with operational teams to ensure consistent delivery of exceptional customer service
- Report on a regular basis performance against key metrics to the senior leadership team
- Maintain full accountability of the customer call routing system and Live Chat support platforms
Leadership Qualities
- We are passionate about creating a positive working environment and collaborative team culture, so it’s essential that as a people manager, you can make this happen within your team.
- You should be passionate about your team’s development and wellbeing and support this through regular feedback, coaching, and check-ins.
- Our business is fast paced, so it’s essential that you can make decisions under pressure whilst meeting KPIs and delivering great results.
- Work towards continuous development of processes to optimise performance and output.
- Ensure the team is compliant with data management and industry regulations and standards through guidance and support.
- Build great working relationships with stakeholders, ensuring that their needs are met.
Who You Are
- IT literate
- Professional and clear telephone manner
- Active listening skills
- Ability to use positive language
- Good command of English grammar and language for accuracy in written communication
- Understanding of a positive customer experience
- Familiar with owning a customer enquiry/ complaint through to resolution
- Experienced in delivering a right first time good outcome for a customer
- 2 years + experience in a similar role
- Familiar with call routing systems
- Experience of working in a fast paced, vibrant and at times, pressured environment
- Caring and compassionate nature
Benefits
We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they’ve created a positive, welcoming environment for people to work and thrive within.
Your benefits include…
- 30 days of annual leave (plus bank holidays)
- Free tea, coffee, fruit, and breakfast
- Modern offices
- Social events
- Ongoing training and development opportunities
- Enhanced Family Friendly Benefits
- Private medical cover*
- Company pension
- Death in service benefit*
- After probationary period
How To Apply
If you’d like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you’d be a great fit for this role and our team. #J-18808-Ljbffr
Customer Service Manager employer: Boxt
Contact Detail:
Boxt Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with BOXT's customer service philosophy and their unique online journey. Understanding how they empower customers will help you align your approach during interviews and discussions.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a team in a fast-paced environment. Highlight specific instances where you improved team performance or customer satisfaction.
✨Tip Number 3
Research the key performance indicators (KPIs) relevant to customer service management. Be ready to discuss how you would implement and monitor these KPIs to ensure alignment with BOXT's business objectives.
✨Tip Number 4
Prepare to discuss your experience with call routing systems and how you've used them to enhance customer interactions. This knowledge will demonstrate your technical proficiency and ability to manage customer enquiries effectively.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Service Manager position. Tailor your application to highlight how your experience aligns with their needs.
Craft a Compelling CV: Your CV should clearly showcase your relevant experience, particularly in customer service management. Use bullet points to outline your achievements and responsibilities in previous roles, focusing on metrics that demonstrate your success.
Write a Creative Cover Letter: In your cover letter, express your passion for customer service and your understanding of BOXT's mission. Use this opportunity to share specific examples of how you've successfully managed teams and improved customer satisfaction in the past.
Proofread Your Application: Ensure that your CV and cover letter are free from grammatical errors and typos. A well-written application reflects your attention to detail and professionalism, which are crucial for a managerial role.
How to prepare for a job interview at Boxt
✨Understand the Company Culture
Before your interview, take some time to research BOXT's culture and values. They pride themselves on teamwork and a positive working environment, so be prepared to discuss how you can contribute to this culture.
✨Showcase Your Customer Service Skills
As a Customer Service Manager, your ability to handle customer enquiries and complaints is crucial. Prepare examples from your past experience that demonstrate your active listening skills and your approach to resolving issues effectively.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities under pressure. Think of scenarios where you've had to manage a team or resolve a complex customer issue, and be ready to explain your thought process and the outcomes.
✨Highlight Your Leadership Qualities
Since the role involves managing a team, be sure to discuss your leadership style. Share how you support team development through coaching and feedback, and provide examples of how you've fostered a collaborative environment in previous roles.