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- Tasks: Lead and support our outsourced contact centre to enhance customer service and drive sales.
- Company: Join Peacocks, a vibrant brand dedicated to delivering exceptional customer experiences.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Be part of a dynamic team focused on improving customer satisfaction and making a real impact.
- Qualifications: Previous experience in Customer Service Management and data analysis is essential.
- Other info: You'll collaborate closely with teams and attend business reviews in Sheffield.
The predicted salary is between 36000 - 60000 £ per year.
Join Our Team as a Customer Service Manager at Peacocks! Are you passionate about delivering outstanding customer experiences? The Customer Services Manager will manage and support the outsourced contact centre to ensure high levels of quality, productivity, efficiency and knowledge to improve the customer service proposition and ensuring the telephone order line drives sales and profitability for both Bonmarche and Peacocks.
Key Responsibilities:
- Drive change by working closely with the outsourced contact centre and internal businesses on ways to improve the customer service proposition.
- Ensure the outsourced contact centre hits weekly sales targets for the telephone order line to drive a profitable channel.
- Develop and implement new systems and processes to improve service proposition and work with third party suppliers to produce relevant training guides.
- Ensure the outsourced contact centre achieves their KPIs and that contracted SLAs are met.
- Provide feedback on all trending complaints to the different trading teams and implement improvements where necessary to enhance the customer experience.
- Support the outsourced contact centre with training on all aspects of customer service including company policies and processes for both businesses.
- Closely monitor and report on customer service performance and take appropriate action if required.
- Communicate all trading plans, key launches and events for both businesses to the outsourced contact centre.
- Liaise with both QC departments on quality and customer feedback.
- Update the loyalty database with changes to customer details.
- Hold weekly meetings with the outsourced contact centre.
- Attend monthly and quarterly business reviews with the outsourced contact centre in person on the contact centre's premises in Sheffield.
- Respond to Trust Pilot Reviews for both brands, highlighting any key trends to the trading teams.
- Issue gift cards for customer complaints.
Experience Required:
- Experience working within a Customer Service Management role.
- Experience analysing and interpreting basic data sets.
- Creative thinker with the ability to make decisions to achieve success.
Contact Detail:
Peacocks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Area Customer Service Manager
✨Tip Number 1
Familiarise yourself with the customer service landscape, especially in retail. Understanding the challenges and trends in customer service can help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals in the customer service field. Attend industry events or join online forums to connect with others who can provide insights or even refer you to opportunities at Peacocks.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer service in previous roles. Highlighting your experience with KPIs and SLAs will show that you understand the metrics that matter.
✨Tip Number 4
Research Peacocks and Bonmarche thoroughly. Knowing their values, recent initiatives, and customer feedback will allow you to tailor your conversation and show genuine interest in the role.
We think you need these skills to ace Area Customer Service Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements of the Area Customer Service Manager position. Tailor your application to highlight relevant experiences that align with these expectations.
Highlight Relevant Experience: Emphasise your previous experience in customer service management, particularly any roles where you managed outsourced teams or improved customer service processes. Use specific examples to demonstrate your impact.
Showcase Analytical Skills: Since the role involves analysing data sets, include examples of how you've successfully interpreted data to drive decisions in past positions. This will show your ability to meet the analytical demands of the job.
Craft a Compelling Cover Letter: Write a cover letter that not only expresses your passion for customer service but also outlines your vision for improving customer experiences. Mention how you can contribute to achieving sales targets and enhancing service quality.
How to prepare for a job interview at Peacocks
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering outstanding customer experiences. Share specific examples from your past roles where you went above and beyond to ensure customer satisfaction.
✨Demonstrate Your Analytical Skills
Be prepared to discuss how you've previously analysed data sets to improve customer service. Highlight any tools or methods you used to track performance and make informed decisions.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, such as dealing with a dissatisfied customer or implementing new processes. Think through your responses in advance to showcase your problem-solving skills.
✨Familiarise Yourself with the Company
Research Peacocks and Bonmarche thoroughly. Understand their customer service philosophy and recent developments. This will help you tailor your answers and show that you're genuinely interested in the role.
