We have partnered with a leading fashion brand who requires an experienced Customer Service Manager to develop and build the established customer service team further.

Responsibilities and Duties:

• Managing a growing team of customer care agents + to provide a seamless and personalised customer experience across all customer care channels (live chat, email, and social media).
• Set up and monitor appropriate customer service metrics.
• Understand and implement a clear tone of voice and customer care strategy.
• Dealing with customer inquiries, after-care, and special requests.
• Developing and training customer service agents
• Implementing effective motivational KPI’s for customer service agents.
• Effectively highlighting training needs for under performing customer service agents and managing appropriate HR and disciplinary procedures when required.
• Liaising with our warehouse team to ensure customer issues are being resolved in a timely manner.
• Looking at innovative ways to improve the customer care journey.
• Managing rota patterns
• Creating weekly reports to the design and garment tech teams to show any issues arising on products/fit.

Requirements:

• Good knowledge of Excel, Outlook and Zendesk
• Enthusiasm for our exceptional leisurewear brand.
• Experience managing a team within customer care (preferably online retail).
• Strong management experience
• Experience with customer care software.
• Inspiring and motivational management style
• Ability to take ownership, delegate and solve problems quickly.
• As a key stakeholder within a business you will be able to converse with Senior management, and be a stand out ‘voice’ for the customer service team.

This role will be based in the warehouse office in Croydon.