Customer Service - Management | Job in Hackney

In our dynamic and customer-centric organization we are seeking a highly skilled and motivated individual to join us as a Customer Service Manager. This role will be based in London and is an excellent opportunity for a professional who thrives in a fast-paced, collaborative environment where exceptional customer service is the top priority.

*Responsibilities: *

• Leading and managing a team of Customer Service Representatives to ensure high levels of customer satisfaction and loyalty.
• Developing and implementing customer service strategies aligned with the overall business objectives.
• Monitoring key performance indicators (KPIs) such as response times, customer satisfaction scores, and first-contact resolution rates to drive continuous improvement.
• Building strong relationships with customers, understanding their needs, and resolving any issues promptly and effectively.
• Coaching and mentoring team members, providing feedback and guidance to help them grow professionally and deliver excellent service.
• Collaborating with cross-functional teams (e.g., Sales, Marketing, Product) to drive operational efficiency and improve the overall customer experience.
• Staying up-to-date with industry trends and best practices in customer service management, using this knowledge to innovate and enhance our services.

*Requirements: *

• Proven experience in a Customer Service Management role, preferably within a fast-paced, high-growth organization.
• Strong leadership skills, including the ability to motivate and develop a team.
• Excellent communication and interpersonal skills with a proven track record of building strong relationships with customers and stakeholders.
• A customer-centric mindset with a focus on delivering exceptional service to exceed customer expectations.
• Strong analytical skills, including the ability to interpret data, identify trends, and make data-driven decisions.
• Proficiency in using customer service management tools and platforms.
• A degree in Business Administration, Marketing, or a related field, or equivalent experience. Join us and make a significant impact on our customers' experiences while growing your career within a vibrant and supportive organization. We look forward to receiving your application!

Routine Tasks

In this dynamic and customer-centric role within our team, you will be expected to perform a range of routine tasks that ensure exceptional service delivery for our valued clients. Below is an outline of the key responsibilities you can expect as part of your day-to-day activities:

*Team Leadership

• : Oversee and guide a dedicated team of customer service representatives, providing support, feedback, and motivation to foster a positive and productive work environment. Encourage continuous learning, growth, and development within the team.

• *Customer Interaction

• : Handle escalated customer inquiries, complaints, or issues in a prompt, professional, and empathetic manner via various communication channels such as email, phone, or chat. Strive to find resolutions that exceed customer expectations and uphold our commitment to exceptional service.

• *Performance Monitoring

• : Regularly review team members' performance using key metrics, providing constructive feedback, and offering guidance for improvement where necessary. Encourage a positive work ethic and ensure adherence to the organization's policies and procedures.

• *Process Improvement

• : Identify areas for improvement within our customer service processes and collaborate with cross-functional teams to implement changes that enhance efficiency, accuracy, and overall customer satisfaction.

• *Training and Development

• : Develop comprehensive training programs for new team members and refresh existing knowledge among current representatives. Ensure that all team members have the necessary skills and resources to excel in their roles and deliver top-notch customer service.

• *Quality Assurance

• : Regularly review customer interactions, ensuring that they adhere to our organization's policies, procedures, and quality standards. Provide feedback and coaching where necessary, helping team members continuously improve their skills and performance.

• *Project Management

• : Lead projects related to the improvement of our customer service department, such as implementing new technologies or refining existing processes. Coordinate with cross-functional teams and stakeholders to ensure successful project delivery.

• *Data Analysis

• : Utilize data and analytics tools to analyze team performance, customer feedback, and other key metrics. Use insights gained from this analysis to inform decision making and make recommendations for improvement.

• *Stakeholder Communication

• : Keep senior leadership informed of the team's progress, challenges, and opportunities for improvement through regular reports and meetings. Build strong relationships with stakeholders across various departments to foster collaboration and alignment around our customer service goals.

• *Compliance

• : Ensure that all customer interactions and internal processes adhere to relevant industry regulations, policies, and standards. Stay informed of changes in these areas and adapt accordingly to maintain compliance and protect the organization's reputation.

Skill Requirements

*Customer Service Management

• : Proven experience in managing a customer service team, including recruitment, training, and performance evaluation. Ability to develop and implement effective strategies for improving customer satisfaction and resolution times.

• *Leadership

• : Demonstrated ability to lead and motivate a team, foster a positive work environment, and drive performance through clear communication and goal-setting.

• *Problem-Solving

• : Strong analytical skills with the ability to quickly understand and address complex customer issues. Ability to make data-driven decisions that improve customer service efficiency and effectiveness.

• *Communication

• : Excellent written and verbal communication skills, including the ability to communicate effectively with customers, team members, and other departments within the organisation.

• *Technical Proficiency

• : Proficient in using customer service software (e.g., CRM systems, ticketing systems) and comfortable learning new technologies as needed.

• *Emotional Intelligence

• : Ability to handle sensitive customer situations with empathy and professionalism, de-escalating conflicts when necessary.

• *Adaptability

• : Able to adapt to changing priorities and handle multiple tasks simultaneously in a fast-paced environment.

• *Multilingual

• : Fluency in additional languages beyond English is beneficial, particularly for a diverse customer base.

• *Regulatory Knowledge

• : Understanding of relevant UK consumer protection laws and regulations, such as the Data Protection Act and the Consumer Rights Act.

• *Training Experience

• : Experience in developing and delivering training programs for customer service teams can be advantageous.

• *Project Management

• : Ability to manage projects from conception to completion, including planning, budgeting, and resource allocation.

• *Stakeholder Management

• : Experience in managing relationships with key stakeholders, such as senior managers, other departments, or external partners.

Candidate Profile

*Candidate Profile: Customer Service Management Role in London *

I am a highly motivated and experienced professional with a proven track record in customer service management, seeking an exciting opportunity to contribute to the success of an organization in London. With a strong background in leading customer service teams, I have honed my skills in managing resources effectively, fostering positive relationships with clients, and driving continuous improvement across various areas of customer experience. In my previous roles, I have successfully led teams in diverse industries, demonstrating my adaptability to different business environments. My strategic thinking, combined with a customer-centric approach, has enabled me to implement effective solutions that enhance customer satisfaction while improving operational efficiency. Key Skills and Competencies:

*Leadership: *

Proven ability to motivate, inspire, and develop team members, fostering a positive work environment conducive to high performance.

• *Customer Focus:

Deep understanding of the importance of exceptional customer service in driving business success with a proven track record of exceeding customer expectations.

• *Operational Management:

Strong experience in managing resources effectively, including budgeting, forecasting, and strategic planning.

• *Continuous Improvement:

Adept at identifying areas for improvement and implementing strategies that drive operational efficiency and enhance the overall customer experience.

• *Communication & Interpersonal Skills:

Excellent verbal and written communication skills with the ability to build strong relationships with both internal and external stakeholders.

• *Analytical Ability:

Strong analytical skills, including data analysis and interpretation, enabling informed decision-making.

• *Problem-Solving:

Demonstrated ability to identify and resolve issues quickly and effectively, minimizing negative impact on the customer experience.

• *Adaptability:

Adept at adapting to new situations and business environments, demonstrating flexibility and resilience in the face of change. I am excited about the opportunity to bring my unique blend of skills, experience, and passion for exceptional customer service to your team. I look forward to discussing how we can work together to drive success for our organization and deliver outstanding customer experiences.

Duties and Responsibilities

In this role as a Customer Service Manager in London, you will be responsible for leading and managing our customer service team to provide exceptional support and foster strong relationships with customers. This position requires a highly motivated, organized individual who excels in problem-solving and has a passion for delivering excellent customer experiences.

• *Leadership

• : Oversee the day-to-day operations of our customer service team, providing guidance, mentorship, and motivation to drive high performance.

• *Customer Support

• : Ensure our customers receive prompt, efficient, and courteous service by managing inbound customer inquiries across multiple channels (phone, email, chat, etc.).

• *Team Management

• : Hire, train, and develop team members to build a high-performing customer service team that consistently delivers excellent results.

• *Performance Monitoring

• : Regularly review team performance metrics, identify trends, and implement strategies to improve overall efficiency and effectiveness.

• *Process Improvement

• : Collaborate with cross-functional teams to identify pain points in the customer journey and develop solutions to enhance customer satisfaction and reduce friction.

• *Customer Advocacy

• : Act as a voice for our customers within the organization, advocating for their needs, preferences, and feedback to drive product development and business decisions.

• *Training and Development

• : Design and deliver training programs to ensure team members are up-to-date on company policies, products, and customer service best practices.

• *Complaint Resolution

• : Lead the resolution of escalated customer complaints by working closely with relevant departments to find effective solutions that satisfy customers.

• *Reporting

• : Provide regular reports on team performance, customer satisfaction levels, and other key metrics to senior management.

• *Strategic Planning

• : Develop and execute a customer service strategy aligned with the organization's overall goals and objectives. This includes staying abreast of industry trends and best practices to drive continuous improvement in customer support.

The Company

Welcome to an exciting opportunity with a dynamic and customer-focused organisation based in London. We are a thriving business that values exceptional service as the cornerstone of our success. Our company prides itself on creating memorable experiences for our customers and fostering a positive work environment for our team members. As part of our Customer Service Management team, you will be at the heart of our commitment to providing top-tier customer support. You'll be joining a diverse and inclusive group of dedicated professionals who are passionate about delivering unparalleled service and ensuring customer satisfaction. Our company operates in a fast-paced and ever-evolving industry, so staying ahead requires continuous learning and innovation. We invest heavily in the development of our team members, providing regular training opportunities to help you grow both personally and professionally. Our London office is located in a vibrant and culturally rich area offering easy access to numerous amenities, transport links, and various social activities. We believe that fostering a healthy work-life balance is crucial for our team members' wellbeing and overall productivity. By joining us as a Customer Service Manager, you will have the chance to make a tangible impact on our customers' experiences while growing your career within a forward-thinking and supportive organisation. If you're passionate about delivering exceptional customer service and thrive in an environment that values collaboration and continuous growth we would love to hear from you!

Offered Benefits

In joining our Customer Service - Management team in London, you will be offered a comprehensive and rewarding package designed to support both your professional development and personal wellbeing. Here are some of the benefits that come with this role:

*Competitive Salary

• : We offer a competitive salary package that recognizes your experience and expertise in customer service management. The salary is reviewed annually to ensure it remains competitive within the industry.

• *Comprehensive Benefits Package

• : In addition to your salary, you will also be eligible for a range of benefits including:

• Healthcare coverage (dental, vision, and medical)
• Life insurance
• Pension scheme
• Employee Assistance Program (EAP) for personal support when needed

*Training and Development Opportunities

• : We value the professional growth of our team members and provide regular training opportunities to help you develop new skills and advance in your career. This includes on-the-job training, workshops, seminars, and access to online learning resources.

• *Flexible Working Arrangements

• : To support a healthy work-life balance we offer flexible working arrangements where possible. This can include flexible hours, remote work options, and unpaid leave when necessary.

• *Collaborative Work Environment

• : You will be joining a dynamic and collaborative team that values open communication, teamwork, and mutual respect. Our office in London is a vibrant and inclusive place to work where every voice matters.

• *Opportunities for Advancement

• : We encourage career progression within our organization and provide opportunities for advancement based on merit and performance. This means that there are ample chances for you to grow within your role and take on new challenges.

• *Employee Perks

• : As part of our team, you will also enjoy various employee perks such as:

• Discounts at local businesses and restaurants
• Social events throughout the year
• Team-building activities to foster camaraderie and collaboration We believe that a happy and satisfied workforce is key to delivering exceptional customer service. By offering these benefits we aim to attract and retain the best talent in our industry while supporting the overall wellbeing of our team members. If you are passionate about customer service, ready to grow your career, and excited by this opportunity we would love to hear from you!