At a Glance
- Tasks: Lead a dynamic customer service operation, ensuring top-notch support for a competitive retailer.
- Company: Join a high-volume consumer retailer in Greater Manchester with a focus on customer experience.
- Benefits: Attractive salary of £95,000 plus benefits, with opportunities for professional growth.
- Other info: Be part of an evolving business with exciting changes and a chance to shape the future.
- Why this job: Make a real impact by enhancing customer service and leading a passionate team.
- Qualifications: Proven experience in managing large contact centres and outsourced partners.
The predicted salary is between 44595 - 54505 £ per year.
Senior and executive search across customer operations, CX and contact centres. Greater Manchester (office based, full time) £95,000 + benefits.
Run the customer service operation for a high-volume competitive consumer retailer with 80+ people across in-house teams and outsourced partners. The contact profile is broad, including order and delivery questions at volume, returns and refunds, complaints that carry a regulated process and formal deadlines, and queries on products sold by partner brands. Volumes swing hard through peak trading, and service has to be flawless.
There is change happening across the business, including new technology, a customer function being redesigned, and work underway on how much of the operation sits with outsourced partners. This role plays a part in the delivery of all of it.
What it is measured on:
- Day to day performance of the contact centre across 80+ people: speed of answer, resolution, quality, cost to serve.
- What customers tell you, what it means, and getting the causes fixed with the teams that create them.
- The culture on the floor: the standard your managers hold, how people are coached, whether good people stay.
- The outsourced partner relationships: performance, quality, commercials, and a consistent experience whoever the customer reaches.
- Efficiency: forecasting and scheduling through peak, contact reduction, and the balance between automated and human channels.
- The structure underneath you and the capability of the managers in it.
You'll report to the Customer Experience Director as their number 2, holding and stabilising the operation with the room to run it your way, and involvement in some of the change work wherever it touches service.
The first 12 months:
- Get hold of the operation and steady the contact types that are costing the business trust.
- Put measures in place that tell you the truth about performance week to week.
- Lift the standard of the management layer through investment into cross-training, performance management and upskilling all roles from complaints through to senior managers.
Our ideal applicant:
- A service leader who has run a contact centre of similar scale and challenge: forecasting, scheduling, quality frameworks, and what moves the numbers week to week.
- Has managed outsourced partners on performance, quality and the commercial conversation.
- Comfortable with a mixed contact profile, transactional order queries at volume alongside complaints that carry a regulated process.
- Builds culture deliberately: coaches managers, holds a standard, and keeps good people in the building.
- Runs on numbers and can talk to cost to serve, contact rate and what poor service costs the business.
- Steady in a business that is changing around them, and clear on what service needs to stay solid while it does.
- A leader who has held consistency of role and led service delivery through various sizes of teams is crucial for this role.
The package: Full time, office based in Greater Manchester. Benefits detail shared on application.
Head of Customer Service in Manchester employer: Frey Consulting Group
As the Head of Customer Service at our dynamic consumer retail company in Greater Manchester, you will thrive in a fast-paced environment that values excellence and innovation. We offer a supportive work culture that prioritises employee development through cross-training and performance management, ensuring you have the tools to lead a high-performing team. With competitive compensation and a commitment to maintaining a positive workplace atmosphere, we are dedicated to fostering your growth while delivering exceptional service to our diverse customer base.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Frey Consulting Group. 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 Frey Consulting Group 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 Head of Customer Service in Manchester
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 Frey Consulting Group:Your cover letter is your chance to shine! Tell us why you want to work at Frey Consulting Group 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 Frey Consulting Group!
How to prepare for a job interview at Frey Consulting Group
✨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.
