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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 innovation and improving customer satisfaction.
- Qualifications: Experience in Customer Service Management and data analysis is essential.
- Other info: Engage with a diverse team and make a real impact on customer experiences.
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 in 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.
Customer Operations Regional Manager employer: Peacocks
Contact Detail:
Peacocks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Regional 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 who can provide insights and potentially refer you to opportunities at StudySmarter.
✨Tip Number 3
Prepare to discuss your experience with KPIs and SLAs in detail. Be ready to share specific examples of how you've successfully managed these metrics in previous roles, as this will be crucial for the position.
✨Tip Number 4
Showcase your creative problem-solving skills. Think of examples where you've implemented new systems or processes that improved customer service, as this aligns perfectly with what we're looking for in a Customer Operations Regional Manager.
We think you need these skills to ace Customer Operations Regional Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management. Focus on your achievements in improving customer experiences and meeting KPIs, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering outstanding customer experiences. Mention specific examples of how you've driven change in previous roles and improved service propositions.
Showcase Analytical Skills: Since the role involves analysing data sets, include any relevant experience you have with data analysis. Highlight how you've used data to inform decisions and improve customer service outcomes.
Prepare for Potential Questions: Think about potential interview questions related to managing outsourced contact centres and driving sales through customer service. Prepare examples that demonstrate your creative thinking and decision-making skills.
How to prepare for a job interview at Peacocks
✨Showcase Your Customer Service Passion
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 Analytical Skills
Prepare to discuss how you've previously analysed data sets to improve customer service outcomes. Be ready to provide examples of how your insights led to actionable changes in processes or strategies.
✨Highlight Your Leadership Experience
As a Customer Operations Regional Manager, you'll need to lead teams effectively. Talk about your experience managing teams, especially in outsourced environments, and how you motivated them to meet KPIs and SLAs.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to handle complaints or implement changes in service delivery, and be ready to explain your thought process and the outcomes.
