Customer Service Manager - Speke Support Centre

B&M Retail
Speke, UK
24 Jul 2019
31 Jul 2019
Contract Type
Full Time
B&M Retail are one of the UK's fastest growing variety retailers. From only having 21 stores in 2005 to the 600+ stores we currently operate from there is sure to be store near you and with our on-going expansion plans, there really hasn't been a better time to join us!

We have an exciting opportunity for a Customer Service Manager to join our busy Operations Team based at the Support Centre in Speke. Reporting to the Senior Operations Manager, you will be responsible for managing the customer service team and supporting the service strategy across B&M Retail!

As the Customer Service Manager, you will identify ways of improving the customer satisfaction and standards in stores, offering support to store teams with complex issues. Creating and building relationships is essential in this role, as you will work with various functions and with colleagues at various levels of the business.

Ideally, you will have experience of coaching/ supervising/ managing a small team and have worked in a call centre environment. Whatever your background, you will be passionate about customers, thrive on making a difference and be keen to work in a fast paced, ambitious business!

The key accountabilities in the role are to:
  • Manage the customer service team based in the store support centre
  • Help drive the customer service strategy across the business
  • Improve the customer service satisfaction and standards in the stores by identifying trends and offering solutions to be implemented in stores
  • Liaise with store management offering support for complex customer services disputes
  • Create and build relationships with buying teams to identify and give customer feedback on products
  • Create monthly reports on customer service to communicate out to the business. Leagues tables and KPI's
  • Train and develop the team to meet the changing demands from the customers
  • Work with the web and social media teams to provide support on handling customer complaints and responding to Trust pilot reviews

The skills/experience required are:
  • Passion for Customers!
  • Excellent communication skills both written and verbal
  • Able to efficiently handle high volumes of calls/emails
  • Analytical able to produce reports and measure KPI's
  • Lead and drive a team
  • Problem solver and be able to think on their feet
  • Identify trends and offer solutions to the business
  • Be able to build relationships with different departments and communicate at all levels within the business
  • Experience coaching / supervising / managing a small team

This role is Full Time, pre-dominantly office hours but will flexibility to work evenings and weekends on a rota basis.

If you are looking for a new challenge, where you can make a difference and would like to be a part of great team, we would like to hear from you!

Apply on our careers site today......

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