At a Glance
- Tasks: Lead a team to deliver exceptional customer service across all channels.
- Company: Join a vibrant company dedicated to creating memorable customer experiences.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Other info: Dynamic role with a focus on innovation and team development.
- Why this job: Make a real difference by championing a customer-first culture and driving positive change.
- Qualifications: Proven leadership in customer service and experience with review platforms.
The predicted salary is between 40000 - 50000 £ per year.
The Senior Customer Services Manager will own the process, systems and insight that make great service sustainable and scalable. Responsible for the end-to-end customer experience across our omnichannel operation (retail stores, online, membership and loyalty), the Senior Customer Services Manager will have an operational focus coupled with the ability to own escalations and step in on tickets when workload demands.
Key Accountabilities & Responsibilities (include but are not limited to):
- Champion a customer-first culture across the team.
- Work with the team to create moments that go beyond expectation: making customers feel seen and valued.
- Act as the internal voice of the customer - bringing the perspective of our customers and members into commercial, product and operational decisions.
- Work closely with retail, digital, and membership teams to ensure the customer experience is joined up end-to-end.
- With support of the Customer Services Manager, manage and triage the team's ticket queue, stepping in to handle tickets directly when workload requires.
- Manage our presence and reputation across all customer-facing review platforms including Google Reviews, Trustpilot, eKomi, and any other relevant channels.
- Ensure all public responses are timely, professional, and genuinely helpful - reflecting the tone and values of Cass Art.
- Own all escalations - complaints, sensitive member issues, and complex queries – ensuring timely, empathetic resolution.
- Set clear objectives, conduct regular 1-2-1s and appraisals, and support the growth of all team members.
- Assist with onboarding, training, and skills development for new and existing team members.
- Foster a positive, high-performing team culture with a shared commitment to excellent customer outcomes.
- Design and implement scalable processes, workflows and procedures.
- Evaluate AI-assisted tools and automation opportunities to reduce manual workload and free the team to focus on the interactions that matter.
- Ensure the team are briefed on campaigns, promotions, and service changes that impact customer enquiries.
- Define, monitor and report on KPIs, such as response times, resolution rates and review platform ratings.
Desired Knowledge Skills & Experience:
- Proven experience in a customer service leadership role working in B2C, high volume, retail and/or membership environments.
- Experienced managing reputation across customer-facing review platforms (Google, Trustpilot, or similar).
- Experience with customer service platforms (e.g. Zendesk, Freshdesk, or similar).
- Able to review current processes and redesign it for better outcomes where necessary.
- Strong analytical and problem solving skills, with ability to spot trends in data and feedback.
- Excellent communicator with the team as well as with stakeholders within the business.
- Is proactive and uses initiative.
- Flexible, able to work in a fast-paced changing environment.
Senior Customer Service Manager in Newark on Trent employer: Cass Art
At Cass Art, we pride ourselves on fostering a vibrant and inclusive work culture that champions creativity and customer satisfaction. As a Senior Customer Service Manager, you will not only lead a dedicated team but also have the opportunity to shape the customer experience across our omnichannel operations, ensuring every interaction is meaningful. With a strong focus on employee growth, we offer comprehensive training and development opportunities, making us an excellent employer for those seeking a rewarding career in a dynamic retail environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Manager in Newark on Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cass Art. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cass Art before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Manager in Newark on Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cass Art:Your cover letter is your chance to shine! Tell us why you want to work at Cass Art specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cass Art!
How to prepare for a job interview at Cass Art
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
