We are seeking an experienced Customer Care Manager to lead and optimise our customer service operations. This multifaceted role combines strategic leadership with hands-on operational management, requiring someone who can ensure exceptional customer experiences as well as drive team performance. The successful candidate will oversee training, performance management, system administration, and cross-departmental collaboration to maintain the highest standards of customer care.
Key responsibilities
* We are seeking an experienced Customer Care Manager to lead and optimise our customer service operations.
* Training and onboarding: Deliver and maintain comprehensive training on all Customer Care functions (e.g., ticket management, system navigation, data protection), and onboard new team members.
* Performance Management and Feedback: Monitor task progress, evaluate performance, provide constructive feedback, and develop personalised training plans where required.
* Customer Contact Escalations: Review and categorise incoming contacts, escalate complex issues, and support escalation agents by investigating with other departments and liaising with stakeholders.
* Interdepartmental Liaison: Facilitate information exchange regarding customer contact trends and issues (e.g., delivery issues to Operations, agent errors to Sales/Retention).
* Reporting and Data Management: Collect, analyze, and present monthly and annual key performance indicators, and manage data input and reporting systems.
* CRM Management: Oversee the Customer Relationship Management (Freshdesk) system, collaborating with external automation partners and internal IT to ensure optimal functionality.
* Process and policy development: Enhance policies and procedures based on team feedback and senior management input, developing guidance and training accordingly.
* Team well-being: Provide support to team members and manage leave administration.
* Data Protection oversight: Supervise the Data Protection team, offering guidance, training, and feedback on DPA and GDPR compliance.
* Operational Management: Collaborate with internal and outsourced Team Leads to manage daily operations and provide agent feedback.
About you
* You’re a highly communicative and proactive problem-solver, with a knack for training and development.
* You excel at data analysis and reporting, and have a proven track record of using data to develop your teams.
* Your leadership abilities and flexibility allow you to support and empower team-members
* You have at least 2 years experience in a Customer Care managerial role
Skills
* Ability to organise and lead effective meetings, including agenda setting, participant coordination and progress tracking
* Experience developing and delivering comprehensive training programs and onboarding new team members
* Skilled in monitoring performance, providing constructive feedback and developing targeted training plans
* Proficient in information collation and cross-departmental collaboration
* Strong ability to effectively share information and collaborate with others
* Ability to collaborate with the Team Leader to manage daily operations and provide ongoing agent feedback
* Demonstrated ability to develop and improve operational processes based on feedback and strategic objectives
* Familiarity with DPA and GDPR regulations, with experience in providing guidance and training
* 33 days holiday (includes Bank Holidays)
* Access to office facilities including private Gym and Sauna
* Hybrid working arrangement
* Enhanced Parental & Sick leave pay
* A complimentary 10 pack of beer and a 3 pack of wine delivered to your door each month
About Us
Named in the Sunday Times ‘100 Fastest Growing Companies 2022’, Beer52 - B-corp is the UK's most popular craft beer club, with sister brands Wine52 and Whisky52. Our members get a new selection of craft/independent beers, wines and whiskies every month that take our community on a journey of discovery. Each selection also comes with a fantastic magazine curated by our in-house award winning journalists. If you’d like to work at an exciting, mission-driven company, Beer52 is the perfect place for you.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Contract
* Industries
Food and Beverage Services
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