Zachary Daniels are proud to be supporting a major retailer in their search for a Customer Service Manager to lead the service strategy for the business.
About the role
As our clients Customer Service Manager, your role will be responsible for the development and delivery of a Customer Service Strategy that puts our client's customer front and centre of everything they do. You will be representing Customer Service across the business, to drive customer centricity, innovation and continuous improvement. You will be accountable for operational delivery of multi-channel customer service through a third party Contact Centre and the Support Hub Team. Ensuring a balance of cost, quality, productivity and all SLA's are met. Most of all you need to passionate about great service.
Key accountabilities of the Customer Service Manager role
* Take ownership of the service strategy and measures
* Budget planning and performance review against plans and forecast to ensure the customer needs are met
* Lead the Contact Centre with a focus on generating sales
* Manage complex or escalated customer complaints through to resolution
* Use Continuous improvement to implement learnings
About you
To be successful in our clients Customer Service Manager role you will need:
1. Extensive experience in leading customer service teams including an outsourced model<...