Customer Service Operations Manager

Location Malmesbury
Job type: Permanent
Salary: £ £45,000-£50,000
Contact name: Paul Withers

Contact email: paul.withers@tandemtalent.co.uk
Published: 11 days ago

​Tandem Talent is proud to be working with an exciting, people focused retail company who are looking to recruit a new Customer Service Operations Manager based in our clients head office outside of Swindon.


As a key member of the Management Team, it will be your responsibility to deliver a first class customer experience for all indirect customer contact across all channels, whilst capturing customer feedback to allow the business to continually improve their Customer Experience


Other responsibilities will include:

  • Supporting the overall business strategy, devise and implement a Customer Service specific strategic plan across the business

  • Implement and continually measure KPI reporting to understand operational performance and customer satisfaction

  • Design effective capture and measurement of all indirect customer contact across all channels and fascia

  • Capture the 'voice’ of the customer, effectively collecting and channelling all customer feedback back into the business, allowing us to learn and evolve the overall Customer Experience

  • Develop a solid understanding of our business systems and contribute to their evolution through our Group development processes

  • Responsibility for the management of our Call Centre

  • Ensure the effective processing of customer returns and the after sales requirements of our customers

  • Ensuring effective organisational structures and staff planning processes are in place to deliver flexible, cost effective, channel specific support driven by our customer’s demands

  • Ensure we deliver consistently high standard and proactive support to our customers across all incoming communication channels, implementing sharing of best practice across locations.

  • Ownership and evolution of all customer related policies throughout the business, not limited to general terms and conditions, customer complaints, escalation processes etc.

  • Effective measurement and resolution of complaints across the business to ensure compliance with required ISO standards

  • Ensure our Customer Service teams are trained effectively in order to be able to provide an exceptional level of Customer Experience required


The candidate:

The ideal candidate will have extensive customer service and call centre management experience, ideally in an omnichannel retail environment. You will be able to effectively communicate at key stakeholder level and have the ability to manage underperformance. In addition candidates who have experience in change management are also desirable.


In return you will receive a competitive salary and benefits package and the opportunity to work within a growing part of the business


If you would like to be considered for this position, please apply with an up to date CV.