Customer Service Manager

CUSTOMER SERVICE MANAGER
My client is one of the biggest premium brands on the High Street, and are looking for a passionate Customer Service Manager to manage the day to day running's with their external Customer Service provider.
This is an exciting opportunity for a Customer Service Manager to be the voice of the customer and also be a Brand Ambassador to this beautiful, British Heritage Brand.
Key responsibilities as Customer Service Manager

Managing the external Customer Services provider, ensuring KPIs & SLAs targets are achieved, reported and all communications across all contact channels of the brand are compliant to the business and policies

To be able to put the Customer first in all areas of the business , working closely with the Distribution Centre and able to collate feedback and action plan across areas when needed

Constantly reviewing and analysing reports, working with relevant teams to optimise the Customer Service experience

To increase customer satisfaction, productivity and cost savings

Monitoring feedback channels and to bring new innovative experience to the business

The ideal candidate will come from a similar background, with the ability to maintain excellent customer relations whilst ensuring to be able to drive and enhance the Customer Service experience forward. You will have strong analytical skills, able to communicate at all levels and flexible in your approach to prioritise the business's needs. You will thrive in a fast paced environment and will always endeavour to deliver and improve on Customer Service performance.

May & Stephens Ltd is acting as an Employment Agency in relation to this vacancy.