JOB DESCRIPTION

• Oversight of Customer Care department.
• Champion ongoing development of the department.
• Workforce planning and development.
• Talent Management, including coaching and mentoring.
• Lead organisational culture change within department.
• Motivate the teams and create an environment of overall collaboration, communication within the departments
• To effectively manage Customer Care inboxes and workflow, remaining adaptable at all times in order to adhere to Service Level Agreements within the Customer Service Department
• To manage team performance, development and absence including recruitment, conducting 1:1’s, personal development meetings, providing coaching and conducting formal meetings
• To inspire your team to put the customer at the heart of everything we do by demonstrating the highest level of customer service skills and motivate them deliver first contact resolution
• To ensure accurate data recording within the team
• To manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner
• Continuously develop your personal knowledge and understanding of products, services, company procedures/policies and our customers’ expectations.

ESSENTIAL SKILLS AND EXPERIENCE

• Team manager experience within a high performing team, in either sales or customer service sector
• Stakeholder management
• Excellent time management skills and able to effectively prioritise workload
• Effective planning and organising skills with close attention to detail
• Exceptional written and verbal communication skills
• Ability to identify development needs within the team and effectively coach to build and maintain a high performing team
• Demonstrable customer service and complaint handling experience
• Strong IT skills, proficient in all MS Office programmes to an advanced level
• Strong motivator / people person / able to lead a team to success

ESSENTIAL QUALIFICATIONS

• 5 GCSE’s including Maths and English (or equivalent)

DESIRABLE SKILLS AND EXPERIENCE

• Experience with Voxtron or other call montoring system
• Experience with Salesforce CRM
• SAP experience
• Retail and / or watch industry experience

DESIRABLE QUALIFICATIONS

• Relevant Management and Administration Qualification

Please refer the Job description for details