We're recruiting for a Customer Service Operations Manager, to be based at our head office in Glasgow city centre.
About the Role:
Hours: 40 hours per week with rotational shifts (working 5 days from 7)
As a Customer Service Operations Manager, you will be the first point of contact for your own team of 3+ who work in the website customer services. You will report directly to the Senior E-commerce Manager.
We are looking for an enthusiastic individual with a passion for customer service and the confidence to work well in a team environment.
As a Customer Service Leader, your key skills should include:
? Previous team leader experience in online retail
? People management skills
? Customer service and call centre experience
? Excellent decision making and problem solving skills
? Ability to use own initiative to resolve issues
? Flexible attitude
? Exceptional communication skills and telephone manner
? The ability to work in a fast paced office environment as part of a rapidly growing team
? Excellent numerical and IT skills; the ability to utilise the in-house computer systems
As a Customer Service Leader, your responsibilities will include:
? Developing standards, processes, and best-practice to provide customers with an outstanding experience
? Taking ownership for the team's performance
? Providing excellent customer service
? To positively manage under performance in the team using a consistent and fair approach to help overcome barriers
? Being involved in the mentoring and development of new members of the team
? Share experience, knowledge and support in development
? Create a team focused culture who are motivated to meet objectives and targets
? Have excellent communication skills with the team
? Take ownership of customer complaints an strive for resolutions to ensure customer satisfaction
? Effective after sales support
? Management of your own daily work to ensure maximum efficiency
? Building on your expertise and the best practice.
?..... click apply for full job details