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Customer Service Manager
Location: Leeds Office
About Us:
When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club - among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers' homes and lives.
BOXT offers...
* A great team culture - You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
* A market-leading tech platform - Our team of developers is constantly improving our award-winning platform to support customers and engineers.
* Employee progression - We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
* Customer champions - Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
* Award-winning products - We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved.
* Global investors - We're proud to be backed by Brookfield and part of the HomeServe Group.
Job Summary:
As a Customer Service Manager, you will be responsible for understanding our customers' needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong relationships with our customers.
Key Responsibilities:
* Oversee the Customer Service team ensuring the team is running smoothly and efficiently and customer demand is managed through all contact channels into the business
* Implement team KPI's aligning them to core business objectives
* Support team members through effective coaching methods and relevant training
* Keep abreast of customer satisfaction feedback and use the insight to enhance the customer experience and team performance
* Manage the team day to day - ensuring the team is adequately resourced across the businesses operating hours across all contact channels (telephone, Live Chat & email)
* Assist the customer service team with complex enquiries providing sound advice
* Handle manager escalations through to customer satisfaction
* Work closely with operational teams to ensure consistent delivery of exceptional customer service
* Report on a regular basis performance against key metrics to the senior leadership team
* Maintain full accountability of the customer call routing system and Live Chat support platforms
Leadership Qualities:
* We are passionate about creating a positive working environment and collaborative team culture, so it's essential that as a people manager, you can make this happen within your team.
* You should be passionate about your team's development and wellbeing and support this through regular feedback, coaching, and check-ins.
* Our business is fast paced, so it's essential that you can make decisions under pressure whilst meeting KPIs and delivering great results.
* Work towards continuous development of processes to optimise performance and output.
* Ensure the team is compliant with data management and industry regulations and standards through guidance and support.
* Build great working relationships with stakeholders, ensuring that their needs are met.
Who you are:
* IT literate
* Professional and clear telephone manner
* Active listening skills
* Ability to use positive language
* Good command of English grammar and language for accuracy in written communication
* Understanding of a positive customer experience
* Familiar with owning a customer enquiry/ complaint through to resolution
* Experienced in delivering a right first time good outcome for a customer
* 2 years + experience in a similar role
* Familiar with call routing systems
* Experience of working in a fast paced, vibrant and at times, pressured environment
* Caring and compassionate nature
Benefits:
We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they've created a positive, welcoming environment for people to work and thrive within.
Your benefits include...
* 30 days of annual leave (plus bank holidays)
* Free tea, coffee, fruit, and breakfast
* Modern offices
* Social events
* Ongoing training and development opportunities
* Enhanced Family Friendly Benefits
* Private medical cover*
* Company pension
* Death in service benefit*
* After probationary period
How to Apply:
If you'd like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you'd be a great fit for this role and our team.
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