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- Tasks: Lead and enhance customer service at our outsourced contact centre.
- Company: Join Peacocks, a vibrant retail brand focused on exceptional customer experiences.
- Benefits: Enjoy flexible working options and a supportive team culture.
- Why this job: Be part of a dynamic environment that values innovation and customer satisfaction.
- Qualifications: Experience in customer service management and data analysis is essential.
- Other info: Opportunity to work closely with various teams and make a real impact.
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? Do you thrive in a fast-paced retail environment? If so, we have a fantastic opportunity for you!
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:- To drive change as required 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 telephone order line to drive a profitable channel.
- Develop and implement new systems and processes to improve service proposition and work with third party supplier to produce relevant training guides.
- Be the escalation point to the third-party supplier for all customer enquiries for both businesses.
- Ensure the outsourced contact centre are achieving 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 improve the customer experience.
- Support the outsourced contact centre with training as required 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.
- Request and issue customer cheques.
- Request refunds by BACS.
- Liaise with both QC departments on quality and customer feedback.
- Manage multiple payment platforms and review and monitor potential fraudulent transactions and escalate to the appropriate department.
- Update the loyalty database with change of customer details.
- Hold weekly meetings with the outsourced contact centre.
- Attend monthly and quarterly business reviews with outsourced contact centre in person on the contact centre's premises in Sheffield.
- Respond to Trust Pilot Reviews for both brands calling out any key trends to the trading teams.
- Respond to Bazaarvoice enquiries and share regular reporting on feedback to the trading team.
- Issue gift cards for customer complaints.
- Experience working within a Customer Service Management role.
- Experience analysing and interpreting basic data sets.
- Understanding of payment platforms, including Paypal.
- Demonstrate the ability to engage and collaborate with internal teams and external partners to problem solve.
- High attention to detail and methodical approach.
- Creative thinker and the ability to make decisions to achieve success.
Customer Service Manager employer: Peacocks
Contact Detail:
Peacocks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management, especially in retail. Understanding what makes a great customer experience will help you stand out during interviews and discussions.
✨Tip Number 2
Network with professionals in the customer service field, particularly those who have experience with outsourced contact centres. They can provide insights and tips that could be invaluable for your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven change or improved processes in previous roles. This will demonstrate your ability to meet the key responsibilities outlined in the job description.
✨Tip Number 4
Research Peacocks and Bonmarche thoroughly, including their customer service strategies and recent developments. Showing that you understand their business will impress the hiring team and show your genuine interest.
We think you need these skills to ace Customer Service 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 previous roles, especially those that demonstrate your ability to drive change and improve customer experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the retail environment. Mention specific examples of how you've successfully managed teams or improved service propositions in the past.
Highlight Relevant Skills: In your application, emphasise skills such as data analysis, problem-solving, and collaboration with internal and external partners. These are crucial for the Customer Service Manager role and should be clearly articulated.
Showcase Your Attention to Detail: Provide examples in your application that demonstrate your high attention to detail and methodical approach. This could include instances where you successfully monitored performance metrics or implemented new systems to enhance service quality.
How to prepare for a job interview at Peacocks
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous roles in customer service management. Highlight specific examples where you improved customer experiences or resolved complex issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Understand the Company and Its Values
Research Peacocks and Bonmarche thoroughly. Understand their customer service philosophy and be ready to discuss how your values align with theirs. This shows genuine interest and helps you tailor your responses during the interview.
✨Prepare for Data-Driven Questions
Since the role involves analysing data sets, brush up on your analytical skills. Be ready to discuss how you've used data to drive improvements in customer service or sales targets in your previous positions.
✨Demonstrate Your Leadership Skills
As a Customer Service Manager, you'll need to lead teams effectively. Prepare examples that showcase your leadership style, particularly in training and motivating outsourced teams, as well as how you handle escalations and feedback.
