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 Services 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. This role also focuses on ensuring 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 enhance the customer service experience.
2. Ensure the contact centre meets weekly sales targets for the telephone order line to promote profitability.
3. Develop and implement new systems and processes to improve service quality, including creating relevant training materials with third-party suppliers.
4. Act as the escalation point for all customer inquiries for both businesses with the third-party supplier.
5. Monitor and ensure the contact centre achieves KPIs and meets SLAs.
6. Provide feedback on trending complaints to trading teams and implement improvements to enhance customer experience.
7. Support the contact centre with training on customer service, company policies, and processes for both brands.
8. Monitor and report on customer service performance, taking corrective actions as 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 regarding quality and customer feedback.
12. Manage multiple payment platforms, monitor for fraudulent transactions, and escalate issues appropriately.
13. Update the loyalty database with customer details changes.
14. Hold weekly meetings with the contact centre and attend monthly/quarterly reviews in Sheffield.
15. Respond to Trust Pilot reviews and Bazaarvoice inquiries, 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. Strong collaboration skills with internal teams and external partners.
5. High attention to detail and a methodical approach.
6. Creative thinking and decision-making skills to drive success.
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