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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer satisfaction and resolve complex queries.
- Company: Join Wowcher, a fun and innovative company offering unbeatable deals.
- Benefits: Enjoy flexible working, 25 days holiday, free fruit, and wellness perks.
- Why this job: Make a real impact in a fast-growing company while having fun at work.
- Qualifications: Strong leadership skills, detail-oriented, and excellent communication abilities.
- Other info: Experience a vibrant office culture with monthly socials and legendary parties.
The predicted salary is between 28000 - 34000 £ per year.
Job Description
🚀 Join the Wowcher Team – We're Hiring a Customer Service Manager 🚀
Location: Derby (Embrace the office vibes – 4 days a week!)
Salary: Up to £34,000 + Benefits
Are you a ready to dive into the world of WOW? Established in 2011, Wowcher is the ultimate destination for unbeatable deals and unforgettable experiences in the UK.
We’ve helped thousands of people learn dog grooming, steam clean their front rooms, obtain the latest gadgets, whiten their teeth, decorate their houses, eat more healthily and even be more experimental in the bedroom…! On top of this we’ve also partnered with some of the UK’s leading brands including Graze, Build-a-Bear Workshop, Odeon, Fitness First, Diet Chef, Very.co.uk, PrettyLittleThing, Random House, EasyJet and Ocado… to name just a few!
We’re entrepreneurs at heart and love to spot a great deal! If you’re interested in being able to have a major impact on a successful, fast growing company from day 1, then read on!
Your Mission:
This manager will be responsible for overseeing the daily operations of our merchant services department. You will take ownership of all escalated queries and complaints into the department and will be responsible for handling the more complex tasks sent through the team, along with team reporting across a variety of channels. In this position, you will lead a small team and ensure that all departments are working together to achieve our goals. In addition to this you will help assist with the day-to-day team tasks across both teams, providing support to other team members, and assisting them with the day-to-day volume and queries. You’ll also be responsible for reviewing practices, identifying potential risks, maintaining team knowledge and reporting.
Your Tasks Include:
- Conduct thorough analysis of refund data, leading meetings to address discrepancies and drive resolution.
- Make strategic decisions to optimise customer satisfaction and service quality based on insights gained from data analysis.
- Ensure strict adherence to Service Level Agreements (SLAs) within both merchant and customer services, ensuring timely and efficient issue resolution.
- Develop and elevate Net Promoter Scores (NPS) for merchants, fostering strong relationships and loyalty.
- Lead and manage a team of employees, providing guidance and support as needed.
- Proactively identify and address potential gaps in service delivery through forward planning.
- Analyse data and make recommendations for improvements to processes, procedures, and systems mainly including an overview of results within customer service.
- Handle customer complaints promptly and professionally, aiming for swift resolution and customer satisfaction.
- Collaborate with other departments and stakeholders to ensure that business needs are being met.
- Assist sales teams during merchant meetings by addressing service-related inquiries or concerns, ensuring seamless support and alignment with business goals.
Skills required:
- Strong leadership skills to effectively lead high-level meetings.
- Detail-oriented with a keen eye for accuracy.
- Proactive, motivated, and focused with a drive for initiative.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office, particularly Outlook and Excel, with a background in data analysis and report creation being advantageous.
- Ability to multitask effectively.
- Maintains professionalism and composure under pressure.
- Adaptable and flexible in rapidly changing environments.
- Highly motivated individual with a vested interest in the daily deals sector and a willingness to learn about our business.
- Demonstrates resilience when faced with challenges.
Why Wowcher is your Next Stop:
Our office is like no other – it's a hub of fun and creativity!
🌈 Flexible working – blend office and home for your ideal work-life mix
🌞 25 days of holiday + 8 bank holidays (plus the option to nab 5 extra days)
🍏 Free fruit to fuel your day
🥐 Weekly breakfast feasts every Thursday – Rise and shine! Why not grab a coffee and a pastry to start your morning.
🌿 Wellness Wednesdays (hello, free massages!)
🍹 Thirsty Thursday! drinks and snack trolley – kick back and relax with a cold beer or prosecco
🎮 Games area for some friendly competition
🎁 Benefits platform Perkbox so you can get discount and rewards across the UK!
🎉 Monthly social events – All Bar Wowcher! get to know your awesome colleagues
🎊 Legendary all-company parties twice a year – don't miss out!
🚲 Cycle Scheme and Season Ticket Loan to get you moving
💰 Auto-enrolment pension scheme. Whilst it’s great to live in the here and now, we have to make sure we’re preparing for the future, with up to 10% employer contribution.
🤝 Enhanced Employee Assistance Provider for confidential support and advice
🕶️ Eye Care Vouchers – we’ve got you covered!
💸 Store discounts across the Wowcher website (including travel deals!)
👕 Smart-casual dress code every day!!
Customer Service Manager employer: Wowcher
Contact Detail:
Wowcher Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Get to know Wowcher! Research the company culture, values, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service management. Think about how you would handle specific scenarios and be ready to share examples from your past experiences.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the Customer Service Manager position.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of fun and creativity into your words. Remember, we’re all about that wow factor!
Tailor Your Application: Make sure to tailor your application to the Customer Service Manager role. Highlight your leadership skills and experience in handling complex queries. We love seeing how your background aligns with our mission at Wowcher!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points if necessary to make it easy for us to read. We appreciate a well-structured application that gets straight to the good stuff!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Wowcher
✨Know Your Stuff
Before the interview, dive deep into Wowcher's mission and values. Familiarise yourself with their services and recent partnerships. This will not only show your enthusiasm but also help you align your answers with what they stand for.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, especially in high-pressure situations. Highlight your ability to motivate and support your team while achieving goals.
✨Data is Your Best Friend
Since the role involves data analysis, brush up on your skills with Microsoft Excel and any relevant data tools. Be ready to discuss how you've used data to drive decisions or improve customer satisfaction in previous roles.
✨Prepare for Scenario Questions
Expect questions about handling escalated queries and complaints. Think of specific scenarios where you turned a negative customer experience into a positive one. This will demonstrate your problem-solving skills and commitment to customer satisfaction.
