Customer Service Manager

Our company is looking to hire a diligent and effective Customer Service Manager to head up a small team.

While the bulk of your hours will be Monday - Friday 8 to 5, we are looking for someone who is able to be flexible as we do run 2 events on Saturday each month and have evening and weekend staff who may need to touch base / have cover arranged for them.

Your main priority will be first point of contact for all escalations within the customer service team, managing rotas, and ensuring the team is meeting their KPIS.

We pride ourselves on having the best customer service out there which does mean going the extra mile. 80% of our customer service is handled via email, as we do not have an active phone line. We use the Freshdesk system so experience on this is preferred.

Below is a rough job description, although the list is not exhaustive :

• Manage CS staff shifts and rotas - be responsible for updating the calendar to reflect which staff are working and arrange cover when needed.
• In morning meetings, review and prioritise Freshdesk/Userlike tickets. Follow up on any outstanding or overdue tickets while in meeting, and support staff with tickets they are unsure of or need escalating.
• All tickets to be responded to by staff within set time frame and any which they are unable to must be triaged to the appropriate staff member (with a note attached)
• Check complaints form is being regularly filled out and followed up with.
• Identify any repeat areas, flag these to management and help come up with solutions to combat the issues.
• Ensure staff maintain thorough and accurate customer care records. ALL communication must take place via email for a paper trail and if a phone call does need to be made, it must go through BriaMobile App so it can be recorded.
• Spot check customer service bria calls, and implement any training required for calls that do not meet standard
• Be responsible for any escalations within customer care, and respond in a timely, appropriate manner.
• You will also be in charge of our high end escalations and customer retention, which will involve calling customers who are unhappy and using your judgement on how best to keep them in the business. So a sales minded customer service background would be beneficial.

Benefits include hybrid working - we are remote for 3 weeks of the month, and then all attend a hotel in Heathrow for 4 days each month to work together as a team. Accommodation is provided for you if your commute is more than an hour.

Quarterly team buildings, social events and recognition awards are of high importance to us. We very much honour the idea that no job is too big or too small, and look for flexible, positive people with a good sense of humour. We always ask for solutions not problems!

Job Type: Full-time

Salary: £36,000.00 per year

Benefits:

• Flexitime
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Experience:

• Customer service: 3 years (required)
• Management: 1 year (required)

Work Location: Hybrid remote in Hounslow

Application deadline: 08/02/2023
Reference ID: CSM2023