Customer Service Manager

at  Burberry

JOB PURPOSE

The Customer Service Manager is responsible for managing Team Leaders. They will support them to coach, develop and drive performance across all KPIs with each of their team members. The Customer Service Manager has responsibility for the day to day running of the centre – including the relationships with internal teams to ensure a smooth flow of work and optimised journeys for customers. The Customer Service Manager will also act as the regional lead for Clientelling – supporting the delivery of successful campaigns through the teams and in collaboration with the Client Engagement function.
This role is based in Leeds.

RESPONSIBILITIES

• Through teams, deliver world class luxury Customer Service, considering the moments of truth for each customer
• Be an advocate of the Burberry customer service experience, connecting with stakeholders across the business to fulfil every customer need
• Support escalated cases to conclusion, liaising with relevant teams across Customer Service, Retail, Supply Chain, Hub etc.
• Be relentless in the pursuit of delivering Customer Service excellence through Elevated Client Experience and consistency within Team Leader population
• Communicate effectively with customers, store teams and external partners as required for escalated issues/change programme activity
• Be an enthusiastic advocate for the brand, using knowledge to support the team to cultivate relationships that enhance brand loyalty and actively contribute to increased sales revenue
• Using all reporting methods to communicate across the centre where performance sits and capitalise on opportunities for growth
• Builds network across other regions, alongside the Senior CS Manager to support best practice, sharing and strengthening performance through regular contact activity
• Works closely with Retail counterparts to create opportunities for an enhanced client experience and support if joined up initiatives
• Coaches, develops and performance manages all team leaders
• Drives performance on CS KPIs (quality, productivity, customer satisfaction, SLAs and Revenue, Clienteling)
• Ensures all Team Leaders and Consultants feel part of one team and share best practice across – drives team ethic to inspire high performance
• Lead team through change to positively embrace the what, why and how
• Is commercially focused and inspires team in the same – making sound decisions in all areas to consider the customer, business and people