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Head of Customer Experience

Listing ID: 843490

Head of Customer Experience

Type of Position: Permanent Position
Company / Organisation / Artist Name: Oh Polly
Area of Fashion: Customer Services
Location: Bromborough, Merseyside, North West, UK
Hours: Full Time
Experience: 2 to 5 years
Salary: £30,000+ (Depending on experience)
Twitter Handle: @OhPolly
Deadline: Ongoing
Ad Expires In: 3 weeks 1 day
About: Oh Polly are a rapidly growing fast fashion brand which has taken the social media scene by storm. We have a sky-rocketing following across our social media platforms and recently hit 1 MILLION followers on Instagram in October 2017.

We are one of the UK's fastest growing fashion brands and are showing no signs of stopping!

All of our clothes are designed in the U.K and we are passionate about nurturing fresh and upcoming talent within the fashion industry – whether this is through working with the latest bloggers or spotting the next Marketing guru in the making!

About Us

Oh Polly are a rapidly growing fast fashion brand which has taken the social media scene by storm. We have a sky-rocketing following across our social media platforms and recently hit 1 MILLION followers on Instagram in October 2017.  We are one of the UK's fastest growing fashion brands and are showing no signs of stopping!  All of our clothes are designed in the U.K and we are passionate about nurturing fresh and upcoming talent within the fashion industry – whether this is through working with the latest bloggers or spotting the next Marketing guru in the making!

Position

We are seeking an ambitious, skilled and organised Head of Customer Experience to join our growing team. Our office is based in Bromborough, a 20 minutes drive from Liverpool city centre.

About You

  • You are passionate about the way in which consumers and customers interact with brands in the social media age. You understand the expectations customers have when dealing with a company and know how to use that to your advantage.
  • You have previous customer service experience at both junior and management levels in the fashion, retail or e-commerce sectors.
  • You are a natural leader and know how to set targets, develop processes & motivate your team to achieve success. You will be supportive, encouraging and adept at implementing training and development plans for junior colleagues.
  • You will be able to critically analyse our current customer service efforts and make sustained improvements through; development of systems and processes, use of best practices, improved tone of voice, industry leading response times and to assist in framing policy.
  • You will be capable of creating hi-level management reports with regards to departmental performance, able to benchmark us against competitors and know where to find the best educational and training resources.
  • You are a champion of the customer experience and ways in which brands can personalise that experience to satisfy and occasionally "wow" their customers.

Working Hours

This is a full-time role, however a degree of flexibility is required based on operational demand. Hours of work will be on a rotational shift basis, with occasional weekend working required.

Our current customer service windows operate between the hours of:

  • 8.00am – 7.00pm Monday – Thursday
  • 9.00am – 6.00pm Friday
  • 10.00am – 4.00pm Saturday & Sunday

Responsibilities

  • Leading and supervising the Customer Service team
  • Setting and monitoring KPIs
  • Providing support, training and development
  • Providing performance reports to senior management
  • Analysing statistics and data to track customer service delivery and performance
  • Measuring levels of customer satisfaction and implementing service improvement
  • Acting as point of escalation and supporting assistants with complex problems or complaints
  • Developing and implementing escalation and complaints processes
  • Assisting in the development and implementation of Customer Service policies and guidelines
  • Promoting customer retention, conversion and supporting business growth through developing efficient and high-performing customer service channels (through phone, e-mail and social media)

Education

You should be educated to degree level in a relevant subject area or have significant customer service management experience

Experience/Skills

  • 3+ years experience in a managerial position.
  • 4+ years experience in customer service or customer experience.
  • Formal management training.
  • Experience working in e-commerce or retail.
  • Knowledgeable about our target market (women's fashion)
  • Advanced knowledge of ZenDesk (bonus)

Personal Qualities

  • You should have excellent listening skills, and be able to understand our customer’s needs
  • You should have patience, tact and diplomacy, and able to diffuse difficult or challenging situations
  • You should have excellent communication skills, both written and verbal
  • You should be able to lead and motivate others
  • You should be highly organised and able to break down your work into manageable tasks/deliverables.
  • You should be a creative thinker, and be able to come up with new ideas and suggestions for improvement
  • We are looking for someone who is a hard worker who is constantly looking to take their career to their next level

What’s on Offer?

At Oh Polly, we recognise that work is about more than just that pay-check at the end of the month. That’s why we offer an excellent and competitive benefits package that includes:

  • Competitive salary and excellent opportunities for career progression.
  • 50% discount on all Oh Polly products.
  • Corporate gym membership.
  • Access to exclusive employee benefits, freebies and discounts – think half price cinema tickets and free mobile phone insurance!
  • Company Pension.
  • Access to a confidential Employee Assistance Programme.
  • Salary sacrifice schemes – Childcare Vouchers and Cycle to Work.

Specifics

  • Start Date: Immediate
  • Location: Liverpool (Bromborough)
  • Competitive salary dependant upon experience (£30,000+) plus benefits.

Application:

Please send CV and cover letter with a few paragraphs (250 words maximum) which explain why you think you would be a good fit for this role.
 


Application Form

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Applicant Requirements

The recruiter would like you to confirm you meet the following requirements before your application can be sent. Please tick the following boxes to confirm you meet the requirements of the role. These requirements do need to be confirmed in order for your application to be sent

I have at least 2 years experience in a customer service environment. *

I have at least 2 years experience in a senior or management level role. *

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I am contacting the advertiser for no other reason than to apply for this position. I am aware soliciting Fashion Workie users for other services or spamming is against the Terms & Conditions of usage.
I have carefully read the advert specification including details of where the position is based and provided details of any requirements stipulated in the advert within my application.

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