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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: Engage with a diverse team and participate in exciting business reviews.
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.
Area Customer Service Manager employer: Peacocks
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 specific challenges and trends in the industry will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals in customer service management. Attend industry events or join online forums to connect with others in the field, which can provide insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your experience with KPIs and SLAs. Be ready to share specific examples of how you've successfully managed these metrics in previous roles, as this is crucial for the position.
✨Tip Number 4
Research Peacocks and Bonmarche thoroughly. Understand their customer service philosophy and recent initiatives, so you can align your answers with their values and demonstrate your genuine interest in the brands.
We think you need these skills to ace Area Customer Service Manager
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Area Customer Service Manager position. Tailor your application to highlight relevant experience and skills that align with these expectations.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in customer service management. Provide specific examples of how you've driven change, improved customer experiences, or met KPIs in past roles.
Showcase Analytical Skills: Since the role involves analysing data sets, mention any experience you have with data analysis. Include examples of how you've used data to inform decisions or improve processes in customer service.
Craft a Compelling Cover Letter: Write a cover letter that not only expresses your passion for customer service but also outlines your creative thinking and decision-making abilities. Make sure to connect your skills to the specific challenges mentioned in the job description.
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 customer service challenges. Think of scenarios where you successfully implemented changes or improvements in a previous role.
✨Familiarise Yourself with the Company
Research Peacocks and Bonmarche thoroughly. Understand their customer service values, recent initiatives, and any feedback trends on platforms like Trust Pilot. This will show your genuine interest in the role.
