Customer Service Manager

at  TopCashback

Title: Customer Service Manager
Working hours Mon-Fri 9-5.30
Location- Stafford, Hybrid (3 days in office, 2 days remote)

REQUIREMENTS

• Experience in leading customer service or large operational teams is desirable
• A track record of meeting goals and improving team performance
• A supportive leadership style that is focused on mentoring and nurturing team members
• Effective communication skills, capable of engaging with diverse teams and stakeholders
  We dont currently use AI in our recruitment process and therefore we advise that your application should be personal to yourself. All of our applications are filtered by our hiring teams

ROLE OVERVIEW

As the Customer Service Manager, you’ll oversee our customer service operations for our UK and US websites, across multiple channels including Social Media. You’ll focus on maintaining our commitment to a supportive member experience, guiding and mentoring your team leaders and staff to deliver exceptional customer service.
The Customer Service Manager will oversee a team of 50 individuals, you will directly supervise five team leaders. Your primary focus will be on people management and welfare, entailing leadership, development, engagement, support, and policy adherence to cultivate a positive and productive workplace atmosphere. Reporting to the Head of Member Operations, you’ll collaborate with other managers and teams within our operations department.

KEY RESPONSIBILITIES:

• Guide the achievement of customer service KPIs in the UK and USA, and advise our other regions on customer service best practice.
• Engage with stakeholders including the Board, department heads, and operations managers, sharing updates on customer service performance and gaining insights into member experiences.
• Articulate goals and strategies to customer service teams, ensuring everyone is aligned and motivated.
• Support and nurture the professional growth of Customer Service Team Leaders, assisting them in team management and personal development.
• Address and resolve escalated customer issues, ensuring member satisfaction is kept at the forefront.