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- Tasks: Lead a team to deliver exceptional customer service and manage daily operations.
- Company: Dynamic company focused on providing top-notch customer experiences.
- Benefits: Hybrid working options, competitive salary, and opportunities for professional growth.
- Other info: Join a supportive team with a focus on coaching and development.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in customer service and familiarity with CRM platforms.
The predicted salary is between 30000 - 40000 £ per year.
Our Assistant Managers play a critical role in our Customer Service division and are one of the key driving forces behind our customers receiving an exceptional experience, responsible for managing day-to-day service delivery tasks within our Hammersmith contact centre team, and enabling our other Assistant Managers to focus on coaching and development.
As an Assistant Manager, you will take full ownership for complex business as usual activities, system improvements, and projects. You will drive these projects and conversations to ensure all key activities and system improvements are delivered on time, taking ownership for communication updates with key stakeholders to ensure they are clear on the status of any initiatives.
Within this role, you will be responsible for the allocation and management of unassigned tickets across our Customer Service team, ensuring the correct work sits with the correct colleague, and providing in the moment support to advisors to ensure resolutions are found. You will monitor real-time performance metrics, service levels and shift priorities where necessary, working closely with the wider management and operational teams to rectify any shortfalls in service delivery.
As well as this, you will also:
- Lead daily and weekly performance reporting.
- Use a variety of systems to manage workflows and communications.
- Ensure data accuracy and timely updates across platforms.
- Work closely with Assistant Manager peer group to identify coaching opportunities for individuals.
- Take part in weekly management huddles and briefings to communicate performance insights.
- Approve exceptions, goodwill gestures, and policy-based decisions.
Depending on your role, you may be fully on-site or have a mix of on-site and home working – this is what we refer to as ‘Hybrid’. Our hybrid working policy allows colleagues to work from home for part of the week, with a minimum of three days on-site, depending on business needs.
To be successful as an Assistant Manager, you will have experience within the customer service industry, comfortable using CRM platforms and able to identify and address issues effectively.
Customer Service Assistant Manager in London employer: Harrods
Contact Detail:
Harrods Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Assistant Manager in London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Assistant Manager role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service management. Think about how you would handle specific scenarios, as this will show your problem-solving skills and readiness for the role.
✨Tip Number 3
Showcase your leadership skills during the interview. Share examples of how you've successfully managed teams or projects in the past, especially in a customer service context. This will highlight your ability to drive performance and support your colleagues.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Customer Service Assistant Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Assistant Manager role. Highlight your experience in customer service and any relevant projects you've led. We want to see how you can bring your unique skills to our team!
Showcase Your Leadership Skills: As an Assistant Manager, you'll be guiding others, so don’t forget to mention any leadership or coaching experiences you've had. Share specific examples of how you've supported your team in achieving their goals – we love a good success story!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity, especially when it comes to your achievements and skills!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, you’ll find all the info you need about the position there!
How to prepare for a job interview at Harrods
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service knowledge. Understand the key metrics and performance indicators that are important in this role. Be ready to discuss how you've handled complex situations in the past and what strategies you used to ensure exceptional service delivery.
✨Showcase Your Leadership Skills
As an Assistant Manager, you'll be leading a team, so it's crucial to demonstrate your leadership abilities. Prepare examples of how you've coached or developed team members in previous roles. Highlight any projects you've driven that improved service delivery or team performance.
✨Familiarise Yourself with Their Systems
Since the role involves using various systems for managing workflows, it’s a good idea to familiarise yourself with common CRM platforms. If you have experience with specific tools, mention them during the interview. This shows you're ready to hit the ground running!
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage real-time performance metrics. Think about how you would allocate unassigned tickets or handle a sudden drop in service levels. Practising these scenarios can help you articulate your thought process clearly.