Leading retailer are seeking a Customer Services Manager who will manage and support the outsourced contact centre to ensure high levels of quality, productivity, efficiency and knowledge to improve the customer service proposition and ensuring the telephone order line drives sales and profitability for this leading retailer. Key Responsibilities: Work closely with the outsourced contact centre and internal businesses on ways to improve the customer service proposition Ensure the outsourced contact centre hits weekly sales targets for telephone order line to drive a profitable channel Develop and implement new systems and processes to improve service proposition and work with third party supplier to produce relevant training guides Be the escalation point to the third-party supplier for all customer enquiries for both businesses Ensure the outsourced contact centre are achieving their KPIs and that contracted SLAs are met Provide feedback on all trending complaints to the different trading teams and implement improvements where necessary to improve the customer experience Support the outsourced contact centre with training as required on all aspects of customer service including company policies and processes for both businesses Closely monitor and report on customer service performance and take appropriate action if required Communicate all trading plans, key launches and events for both business to the outsourced contact centre Request and issue of customer cheques Request refunds by BACS Liaise with both QC departments on quality and customer feedback Manage multiple payment platforms and review and monitor potential fraudulent transactions and escalate to the appropriate department Update the loyalty database with change of customer details Hold weekly meetings with the outsourced contact centre Attend monthly and quarterly business reviews with outsourced contact centre in person on the contact centres premises in Sheffield Respond to Trust Pilot Reviews for both brands calling out any key trends to the trading teams. Respond to Bazaarvoice enquiries and share regular reporting on feedback to the trading team Issue gift cards for customer complaints Person specification Experience working within a Customer Service Management role. Experience analysing and interpreting basic data sets. Understanding of payment platforms, including Paypal Demonstrate the ability to engage and collaborate with internal teams and external partners to problem solve High Attention to detail and methodical approach Creative thinker and the ability to make decisions to achieve success To hear more about this fabulous opportunity send your CV now