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 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.