Join Our Team as a Customer Service Manager at Peacocks!
Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced retail environment? If so, we have a fantastic opportunity for you!
The Customer Service Manager 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 ensure the telephone order line drives sales and profitability for both Bonmarche and Peacocks.
Key Responsibilities:
1. Drive change by working closely with the outsourced contact centre and internal teams to improve the customer service experience.
2. Ensure the contact centre meets weekly sales targets for the telephone order line to drive profitability.
3. Develop and implement new systems and processes to enhance service quality, including creating relevant training guides with third-party suppliers.
4. Act as the escalation point for all customer enquiries for both businesses.
5. Monitor and ensure the contact centre achieves KPIs and meets contracted SLAs.
6. Provide feedback on trending complaints to trading teams and implement improvements.
7. Support the contact centre with training on customer service, company policies, and processes.
8. Monitor and report on customer service performance and take corrective actions if needed.
9. Communicate trading plans, key launches, and events to the contact centre.
10. Handle customer cheque requests and refunds via BACS.
11. Liaise with QC departments on quality and customer feedback.
12. Manage multiple payment platforms, monitor for potential fraud, and escalate issues.
13. Update the loyalty database with customer details.
14. Hold weekly meetings with the contact centre and attend monthly/quarterly reviews in Sheffield.
15. Respond to Trust Pilot and Bazaarvoice reviews and enquiries, sharing feedback with trading teams.
16. Issue gift cards for customer complaints.
Person Specification:
1. Experience in a Customer Service Management role.
2. Ability to analyze and interpret basic data sets.
3. Understanding of payment platforms, including PayPal.
4. Ability to collaborate with internal teams and external partners.
5. High attention to detail and a methodical approach.
6. Creative problem-solving skills and decision-making ability.
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