Customer Support Centre Manager

Recruiter
Smiggle UK Ltd
Location
Leicester
Salary
Competitive salary dependent on experience
Posted
10 Aug 2017
Expires
17 Sep 2017
An outstanding opportunity exists to join our Smiggle leadership team as Customer Support Centre Manager and be part of a bold, bright and unique stationery retail brand that continues to grow and expand. The Customer Support Centre Manager is responsible for overseeing the daily operation of the Customer Contact Centre for Smiggle UK retail stores & online) and providing quality and efficient customer service within agreed KPIs for a one-of-a- kind retail brand that: · Operates in 7 countries: Australia, New Zealand, Singapore, Hong Kong, Malaysia , the United Kingdom and Ireland. · Has 105 stores currently across the UK & Ireland and growing rapidly · Makes kids smile and giggle To succeed in this role you must be passionate about stationery and being part of a vibrant brand. You will be an inspirational leader and have a real strength in delivering results through your people using your coaching skills R eporting to the Global eCommerce Manager (based in Australia) the Customer Support Centre Manager will have a number of key responsibilities: · Oversee all customer contact via phone, email, social channels (and others as they may become available) · Oversee and manage customer service processes to support fulfilment of online orders from Distribution Centre, including fraud order checks, processing returns, and supporting gift card fulfilment. · Develop resource forecasts and recruitment strategies to ensure resource availability in line with retail trade performance · Manage ongoing recruitment, training and management of customer service team members, including peak labour planning · Drive operational effectiveness across the Contact Centre by implementing best practice initiatives, managing workflow for customer service agents, and developing proactive solutions to exceed performance standards · Financial accountability for contact centre budgets and key performance indicators · Act as escalation point for all customer issues, and liaison with other departments to achieve resolution of issues · Develop and maintain strong relationship with Online Fulfilment Centre to ensure two-way communication on customer feedback · Establish collaborative relationships with relevant areas of the business (including Retail Head Office in London, and Brand Head Office in Melbourne) to ensure organisational goals are achieved and exceeded · Provide continual evaluation of processes and procedures suggesting methods to improve operations, efficiency and service to both customers and DC teams. · Analyse performance, providing detailed reports on a weekly and monthly basis · Essential Requirements • 5 years within similar role in the retail industry • Experience within high volume ecommerce contact centre • Ability to travel within UK, including London and Newcastle. The role is based in Bardon, Leicester so you will preferably be based in Leicestershire. If you are excited by the prospect of joining a company aspiring to be one of the world's most exciting retailers and want to direct and drive the growth of this expanding brand, through your own contribution and through the coaching and development of your team we want to hear from you This job was originally posted as www.totaljobs.com/job/75212923