We have a fantastic opportunity for a Customer Care Manager to lead our service centre team here at our Huddersfield based offices. If you’re an experienced, strong people leader with the energy and capability to drive customer care excellence then this could be the role for you. It's the sort of role and fast paced, high growth environment where you would gain a lot of experience quickly, have the opportunity to shape the customer care function and lead a committed and passionate team. No Agencies at this stage pls
As an experienced Customer Care Manager, you will play a strategic leadership role in shaping the customer experience, developing and managing a high-performing team of Customer Care Agents, Team Leaders and the Customer Experience Supervisor. This role requires a visionary leader with a proven track record of driving customer service excellence, optimising processes, and aligning customer care strategy with the broader goals of the business. You will report directly to the Commercial Director, managing a team of 20+ individuals and working cross-functionally to ensure a seamless customer experience and operational efficiency across the company.
Lead and inspire the Customer Care department by setting a clear, customer-centric vision aligned with company objectives. Drive strategic initiatives that deliver measurable improvements in reducing consumer contacts, improving customer facing service levels and satisfaction scores and increasing customer lifetime value.
Establish and advocate a customer-centric ethos across the business, ensuring empathy, professionalism, and consistency in delivering a truly ‘best-in-class’ customer experience.
Champion customer satisfaction as a core value at the heart of the business, promoting proactive, solutions-oriented approaches to service.
Create and execute long-term strategies for team growth, including organisational development, succession planning, and the integration of cutting-edge technologies to streamline operations.
Oversee the efficient running of the Customer Care operations, ensuring that the team consistently meets or exceeds performance metrics, KPIs, and SLAs.
Inspire, motivate and guide a diverse team of customer service representatives to provide excellent service and achieve performance goals.
Ensure all team members are equipped with the tools, training, knowledge and support they need to thrive in their roles.
Lead by example in developing leadership talent within the team, ensuring robust career progression plans and high levels of employee engagement and retention.
Oversee key HR tasks for the team, including Health & Safety compliance, rota management, appraisals, holiday and absence management, along with necessary disciplinary actions. Ensure that the team operates in alignment with business policies and objectives.
Recruitment, Training and Retention:
Develop and implement customer care training strategies that achieve excellence in capabilities for key areas, such as communication, product knowledge, problem-solving.
Create and maintain training materials that are regularly updated to reflect the latest product offering and service level standards evolution that align to KPIs and business objectives.
Customer Experience Strategy:
Lead, mentor and develop the Customer Experience Supervisor to effectively shape and implement both new strategies and optimizations that result in improved customer experience, while in line with business objectives.
Forge strong partnerships with management from other internal departments, including operations, sales and marketing to drive cohesion in ensuring effective customer-facing processes, sales conversion and content (written, imagery, video etc).
Act as a key influencer in cross-departmental projects, ensuring the customer voice is represented in decision-making processes that affect the overall customer journey.
Data-Driven Leadership & Decision Making:
Lead the development and execution of customer service strategies based on deep analysis of customer data, performance metrics, and market trends. Ensure the team leverages data to drive continuous improvement, innovation, and strategic decision-making.
Regularly present insights and performance reports to the executive team, providing strategic recommendations for enhancing customer loyalty and business profitability.
Define, monitor, analyse and report against KPIs, targets, SLAs and quality benchmarks, not limited to but including the ratio of consumer contacts to orders, contacts per person per hour, ratios for both department overhead cost and refunds value to sales, response and resolution times, contact duration, customer satisfaction scores and Trustpilot reviews.
Develop and effectively maintain a comprehensive Customer Care Manual that incorporates policies, procedures, best practices and KPIs that are designed to achieve excellence in customer care.
Escalation & Risk Management:
Effectively address and resolve conflicts within the team in a professional manner that is also inline with Company HR policy.
External Partner Management:
Cultivate and maintain strong relationships with external partners, including couriers, third-party service providers, and technology vendors. Collaborate closely with them to ensure smooth and efficient service delivery to customers.
Negotiate and manage service level agreements (SLAs) with external partners, ensuring high standards of service are met consistently.
Financial Oversight & Budget Management:
Manage the budget for the Customer Care Team, working closely with senior leadership to forward plan the appropriate allocation of necessary resources to cost effectively deliver high-quality service, in line with business objectives.
Develop and implement financial strategies to drive operational efficiency and align customer care objectives with broader financial goals.
Extensive, minimum three years of senior leadership within B2C customer care, preferably in an e-commerce or high-growth environment, ideally handling over 200k contacts per annum, reporting directly to Company SMT or Board.
In depth understanding of customer service technologies, CRM platforms and data analysis tools, with proven success in leveraging technology to drive innovation.
Suitable experience of resource and department cost management, including budget planning.
Exceptional leadership skills with a proven ability to lead large, diverse teams, inspire high performance, and drive results.
Advanced strategic thinking with the ability to align customer service initiatives with business objectives and long-term vision.
Expertise in data analysis and performance metrics, with a strong aptitude for using data to inform decision-making and business strategy.
This position operates on a 40-hour working week, Monday to Friday. Job Types: Full-time, Permanent