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- Tasks: Lead a team to enhance customer service and ensure top-notch delivery experiences.
- Company: Join Lalamove, a fast-growing logistics company transforming delivery worldwide.
- Benefits: Competitive salary, career growth opportunities, and a vibrant work culture.
- Other info: Dynamic environment with a focus on community and innovation.
- Why this job: Make a real impact in the logistics industry while developing your leadership skills.
- Qualifications: Degree holder with customer service experience and team management skills.
The predicted salary is between 30000 - 40000 £ per year.
At Lalamove, we believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. We are full steam ahead to make Lalamove synonymous with delivery and on a mission to impact as many local communities as we can. We have massively scaled our efforts across Asia, Latin America, Middle East, Europe and now have our sights on taking our best in class technology to the rest of the world. And we need your help to get us there!
What you’ll do:
- Manage and coordinate with external BPO partners to ensure seamless service delivery and alignment with internal customer service standards.
- Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs, and service quality standards.
- Develop a productive and achievement‑oriented working environment for employees, resulting in high engagement scores.
- Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.
- Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team, and other departments, in solving problems that would address staffing requirements, work assignments and the like, ensuring that L1 and L2 operations are functioning at their optimum.
Additional Responsibilities:
- Complete ad‑hoc assignments from the CX Functional team.
- Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)
What you’ll need:
- Degree holder with a proven track record of stakeholder management.
- Proficient in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite.
- Ability to communicate effectively with people at different levels.
- Ability to develop, implement, and review policies and procedures.
- At least 4 years of work experience in the customer service field, with a minimum of 1 year in team management capacity.
- A sound knowledge and understanding of contact centre management principles.
- Excellent command of written and communication skills in English.
- Experience in a logistics or start‑up environment would be an advantage.
Customer Services Assistant Manager in London employer: Lalamove
Contact Detail:
Lalamove Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Assistant Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Lalamove and understanding their mission. Be ready to discuss how your experience aligns with their goals, especially in customer service and team management. Show them you’re not just another candidate!
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your achievements in previous roles.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance of landing that Customer Services Assistant Manager position!
We think you need these skills to ace Customer Services Assistant Manager in London
Some tips for your application 🫡
Show Your Passion for Community: When writing your application, let us see your enthusiasm for community and customer service. Share experiences where you've made a positive impact, as we love to see candidates who align with our mission at Lalamove.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant skills and experiences that match the job description. We want to know how your background fits into the role of Customer Services Assistant Manager!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon, so we can easily understand your qualifications and what you bring to the table.
Apply Through Our Website: Don’t forget 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, it’s super easy!
How to prepare for a job interview at Lalamove
✨Know the Company Inside Out
Before your interview, take some time to research Lalamove and its mission. Understand their community-driven approach and how they tackle logistics challenges. This will not only show your enthusiasm but also help you align your answers with their values.
✨Prepare for Scenario-Based Questions
Given the role involves managing customer service teams and external partners, be ready to discuss specific scenarios. Think of examples where you've successfully resolved conflicts or improved team performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Stakeholder Management Skills
Highlight your experience in stakeholder management during the interview. Be prepared to discuss how you've effectively communicated with different levels of personnel and how you’ve coordinated with various departments to achieve common goals.
✨Demonstrate Your Coaching Abilities
As a Customer Services Assistant Manager, coaching is key. Share examples of how you've developed team members in the past. Discuss your approach to performance management and how you create a positive working environment that drives engagement and satisfaction.