Customer Service Delivery Manager

Pod Talent
09 Feb 2017
09 Mar 2017
Contract Type
Full Time

Customer Service Delivery Manager
up to £45k

A dynamic and thriving fashion retailer are looking to hire a Customer Service Delivery Manager to manage the UK teams of Customer Service Supervisors and Agents. Reporting to the Head of Customer Service you will be responsible for the day to day operational activity of coaching, managing & developing the team.

Key Responsibilities:

  • Act as a key role model with inspiring your team, stakeholders, internal and external influencers and to continually go-beyond the customers' expectations
  • Clarify what success looks like for the team setting individual and team KPIs and SLAs
  • Develop initiative's to increase productivity, gain efficiencies and enhance customer retention
  • Coach and mentor the team to ensure they are achieving the set KPIs and SLAs and delivering the best level of service
  • Building the customer service infrastructure and capabilities
  • Demonstrate ability to develop interfaces, define and executing the customer operations strategy
  • Collaborate and manage relationships with key internal and external stakeholders at Senior Manager/Board level, integrating operational plans with those of other units for the benefit of the overall organisation

The successful candidate will ideally have:

  • 5 years min experience managing a Customer Services Contact Centre
  • Proven ability to improve performance in a team (key achievement on CVs should demonstrate this)
  • Solid understanding of Ecommerce & Online Retail ideally
  • Experience of managing bilingual teams highly preferred
  • Flexible attitude and positive approach to change
  • Team player

Pod Talent are independent specialist recruiters in the Supply Chain, Procurement, Logistics, Manufacturing and R&D space covering roles internationally from entry to board level. We recruit for roles including Supply Chain, Demand Planning, Inventory Management, Direct and Indirect Procurement, Category Management, Logistics, Distribution, Warehousing, Production, Packaging, NPD and Quality Assurance. Please visit our website for all of our vacancies.