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- Tasks: Enhance customer service experience across online and in-store channels.
- Company: Join a thriving global retail brand with a dynamic culture.
- Benefits: Enjoy 24 days holiday, your birthday off, pension, healthcare, and more perks.
- Why this job: Lead customer care initiatives and make a real impact on customer satisfaction.
- Qualifications: Experience in retail or customer care management, strong organisational and analytical skills.
- Other info: Hybrid work model with opportunities for growth and innovation in customer care.
The predicted salary is between 36000 - 48000 £ per year.
Joining a thriving global retail brand, you will enhance the customer service experience across online and in-store channels. You are the first point of contact between the third-party vendor that provides its customer service technology and the brand, ensuring website customer service issues and questions are resolved, and the process is managed with a first-class experience.
Key responsibilities:
- Serve as the primary point of contact for third parties with the company and lead process management to deliver high levels of customer satisfaction and experience.
- Responsible for customer care budget; work with financial teams to optimise spend.
- Track and ensure resolution of issues within agreed Service Level Agreements.
- Maintain up to date customer facing and internal knowledge; collaborate with stakeholders to provide accurate FAQs and standard responses reflecting brand tone.
- Conduct quarterly business reviews with stakeholders to share successes, changes, and plan for future needs.
- Facilitate the smooth operation of the customer care CRM solution as the key contact between third-party customer care teams.
- Maintain and develop customer workflows to transform the care centre into a revenue-generating service.
- Ensure CRM system compliance with security, data retention, legal, and regulatory requirements.
What you will need for this Customer Care Manager job:
- Proven experience in retail or customer care management, ideally within an eCommerce environment.
- Exceptional organisational abilities and attention to detail.
- Strong analytical skills and strategic awareness, able to demonstrate impact and influence.
- Highly customer-focused with a clear results orientation.
- Proficient in Microsoft Excel, PowerPoint, and Teams.
- Experience with Zendesk and other customer service or social platforms as required.
- An interest in AI and its application in customer care.
Benefits include: 24 days holiday, your birthday off plus Bank Holidays. Pension, healthcare and many other perks.
Online Customer Care Manager in London employer: Talent Hub Resourcing Solutions Ltd
Contact Detail:
Talent Hub Resourcing Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Online Customer Care Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect 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 the company and its customer care approach. Think about how your experience aligns with their needs and be ready to share specific examples that showcase your skills.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. The more comfortable you are, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace Online Customer Care Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Online Customer Care Manager. Highlight your experience in retail and customer care management, especially in eCommerce. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for customer service and your understanding of the brand. Let us know why you’re the perfect fit for enhancing our customer experience.
Showcase Your Analytical Skills: Since this role requires strong analytical skills, don’t forget to mention any relevant experience you have with data analysis or strategic planning. We love seeing how you’ve made an impact in previous roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get to know you better. Don’t miss out on this opportunity!
How to prepare for a job interview at Talent Hub Resourcing Solutions Ltd
✨Know Your Customer Care Stuff
Make sure you brush up on your customer care knowledge, especially in retail and eCommerce. Familiarise yourself with common issues that arise in online customer service and think about how you would resolve them. This will show that you're proactive and ready to tackle challenges head-on.
✨Show Off Your Analytical Skills
Since the role requires strong analytical skills, be prepared to discuss how you've used data to improve customer satisfaction in the past. Bring examples of how you've tracked issues or optimised processes, and be ready to explain the impact of your actions.
✨Get Comfortable with Tech
As you'll be working with CRM systems like Zendesk, make sure you know your way around these tools. If you have experience with Microsoft Excel and PowerPoint, think of specific instances where you've used them to enhance customer care or present findings to stakeholders.
✨Be Ready to Collaborate
This role involves working closely with various stakeholders, so be prepared to discuss your teamwork experiences. Think about times when you've successfully collaborated to achieve a common goal, and how you can bring that collaborative spirit to the team at this global retail brand.
