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Managerial Position Leading Customer Service Operations
2 weeks ago
The position we are seeking to fill is a key leadership role in our customer service department. The successful candidate will be responsible for managing a team of customer service representatives and ensuring that our customers receive the highest level of service.
Key Responsibilities:- Lead a large, geographically dispersed team of customer service representatives.
- Provide regular coaching and mentoring to team members to support their development and growth.
- Support the team with escalated issues related to clients, systems, feedback, complaints, and other concerns.
- Drive strategic opportunities to improve customer experience through data analysis and interpretation.
- Develop strategies for driving inside sales opportunities in collaboration with the National Sales Manager.
- Set goals, monitor dashboards, and performance benchmarks to ensure customer service performance aligns with organisational objectives.
- Proven experience leading a large customer service team in a product or logistics contact centre environment.
- Agility in work style and ability to navigate complex work processes.
- Customer service acumen in setting KPIs/metrics and monitoring them accurately.
- Experience using CRM software and analysing/interpreting data from multiple sources.
- Effective communication skills to interact with external customers and collaborate with internal teams.
- A family-friendly culture and respectful workplace.
- Generous discounts on animal health food and enrichment products.
- Access to Perkbox/Boost apps for discounts on everyday shopping and health/wellbeing resources.
- Additional leave benefits including annual birthday leave and paid parental leave.
- Flexible hybrid work options and dog-friendly offices.
- Free 24/7 access to Employee Assistance Program.
- Reward/recognition through bi-annual Values Awards and Service Anniversary Awards.
- Professional development through Leadership Development/Emerging Leadership courses.
- Annual volunteer days.
