Closing Date: 10th August 2024
Vidu are representing a rapidly growing eCommerce distribution business, in the search for a dynamic and dedicated Customer Service Manager to join their team in Tilbury.
This role offers an exciting opportunity to be at the forefront of customer service operations, leading with energy and commitment, helping to shape the leadership and delivery of our client’s customer engagement team.
£40,000 – £50,000 basic salary (dependent on experience) plus annual bonus, industry leading benefits package and excellent opportunities for career development and progression.
If you’re a Customer Service Manager, with a proven track record of successfully delivering KPI’s, and excellent team leading skills, and you like the sound of stepping your career up a gear, with a super innovative, forward thinking eCommerce distribution business, this is definitely an opportunity not to be missed.
Our client has engaged with Vidu VIP to commence the initial search.
Our team of dedicated consultants will be your first point of contact when applying for this role.
Your Mission:
As Customer Service Manager, you will be the driving force behind the customer service operations.
You will be responsible for the management of an extremely busy team, so it is essential you’re a passionate, pro-active, enthusiastic and motivated leader and team player, who can provide the highest standards of professionalism and customer service to achieve the best results.
You will be focused on maintaining and enhancing the service given to our client’s customers, whilst creating meaningful relationships with your team.
Key Responsibilities:
Inspire and motivate a diverse team using high energy, charisma, positivity, and the ability to lead by example.
Foster a high-performing team culture through empathy, compassion, and action.
Develop long-term plans and initiatives that align with company objectives.
Identify areas for improvement, implement process enhancements, and adapt to changing business needs.
Stay updated on all sources of MI to effectively manage and monitor key metrics.
Communicate goals and ensure regular coaching.
Oversee resolution of customer inquiries and complaints.
Implement processes to improve efficiency.
Monitor customer interactions and service levels.
Collaborate to improve processes.
Develop relationships with stakeholders.
Training, quality checks and workforce planning.
Process improvement, implementation and growth.
Manage the KPI and SLA Process.
Develop and implement customer care strategies.
Lead and support customer support teams.
Analyse performance metrics and implement improvements.
Prepare reports for stakeholders.
Provide strategic thinking to evolve the business.
Promote new ways of working for customers and the business.
Stay updated on industry trends.
Hands on role, working with customers to resolve any queries and complaints.
Collaborate with Heads of Department, fostering a sense of unity, and promoting a cooperative working environment.
Experience leading high-performing teams in a customer service centre environment is essential.
Experience of Cross border parcel delivery would be desirable but is not essential.
A proven track record demonstrating your ability to inspire others towards achieving outstanding results.
Strong analytical skills, which will allow you to interpret MI data effectively, enabling you to manage performance efficiently.
Excellent communication skills, as well as resilience in adapting to changes within a fast-paced working environment.
Ability to motivate, inspire and engage a department to achieve outstanding results.
Ability to display empathy and emotional intelligence to manage team dynamics and employee needs.
Ability to interpret and analyse MI data to manage performance.
Excellent communications skills both written and verbal.
Resilience and ability to adapt to changes within a fast-paced working environment.
Proficient IT skills, working with Microsoft and other software packages.
