Customer Service Manager

We are delighted to be assisting a brilliant international ecommerce brand are currently on the search for a Customer Service Manager for an established, friendly customer care team. This is a truly great business, who The One Group have had the pleasure of working closely with for many years and everyone that has joined has echoed the same message they have instantly felt at home!

This role will be management of a small team of 3 with growth plans and development along the way, you will be joining a team who are motivated, established with a mix of experience. You will be coming into a team that are motivated and happy within a business that are pride themselves on development and trust, everyone is working towards the same goal!

What your day will look like?

• Management and development of three customer service advisors who lead the online customer care enquiries and orders.
• Being point of contact for complaint escalation and problem resolutions.
• Working closely with various teams in the business including Warehouse, Finance and IT.
• Reporting and analysing of data against team KPIs.
• Working closely with the Head of Department on growth plans and the development of the next step for the brand.
• Management of external suppliers ensuring smooth processes.
• Updating of policies and procedures for the customer service team where needed.

The ideal person for this role will have experience of leading a team ideally minimum 2 years, be warm, friendly, calm and enjoy working in an established experienced team, be motivated to develop team members and have experience of complaint escalation and problem solving where needed. Be an excellent communicator and enjoy developing relationships internally and externally.

Salary: Competitive

Hours: 9 - 5pm Monday - Friday (Flexible) - This role will be hybrid after initial probation.

Benefits: Staff discount, EAP, 25 days + Bank holidays.

If this role sounds right for you or you would like more information please click apply or feel free to contact Sundeep at The One Group.