Customer Service Manager

Title: Customer Service Manager
Working hours Mon-Fri 9-5.30

Location- Stafford, Hybrid (3 days in office, 2 days remote)

The Company

TopCashback is one of the world’s biggest cashback sites and we help save our members money when they shop. We have more than 20 million members globally and work with more than 6,000 brands across three different continents.

We’re extremely proud to provide an award-winning service to our members. Most recently we have won one of the most prestigious accolades for UK businesses -the Queen’s Award for Enterprise in International Trade. We are a eight-time winner of ‘Cashback site of the year’ at the Moneyfacts Consumer Awards. We have also won a range of accolades at the prestigious Performance Marketing Awards including Industry Choice of Publisher (six times in the last seven years) and Best Team in Performance Marketing (won in 2021).

At TopCashback, since we began, we have been committed to building a fair, diverse and inclusive company. We believe that diversity and nurturing a culture where we can all be our true selves at work, makes us stronger as a business. We celebrate differences and foster a fair and equal environment for us all to flourish in. After all, we spend most of our time together.

With fairness at heart, we‘re committed to being an equal opportunity employer regardless of race, ethnicity, gender, sexuality, religion, disability, nationality, age or similar. Whoever you are, whatever walk of life you are from, we’ll welcome you to our TopCashback family.

Role Overview

As the Customer Service Manager, you'll oversee our customer service operations for our UK and US websites, across multiple channels including Social Media. You’ll focus on maintaining our commitment to a supportive member experience, guiding and mentoring your team leaders and staff to deliver exceptional customer service. The Customer Service Manager will oversee a team of 50 individuals, you will directly supervise five team leaders. Your primary focus will be on people management and welfare, entailing leadership, development, engagement, support, and policy adherence to cultivate a positive and productive workplace atmosphere. Reporting to the Head of Member Operations, you'll collaborate with other managers and teams within our operations department. 

Key Responsibilities:

• Guide the achievement of customer service KPIs in the UK and USA, and advise our other regions on customer service best practice.
• Engage with stakeholders including the Board, department heads, and operations managers, sharing updates on customer service performance and gaining insights into member experiences.
• Articulate goals and strategies to customer service teams, ensuring everyone is aligned and motivated.
• Support and nurture the professional growth of Customer Service Team Leaders, assisting them in team management and personal development.
• Address and resolve escalated customer issues, ensuring member satisfaction is kept at the forefront.

• Experience in leading customer service or large operational teams is desirable
• A track record of meeting goals and improving team performance
• A supportive leadership style that is focused on mentoring and nurturing team members
• Effective communication skills, capable of engaging with diverse teams and stakeholders

We dont currently use AI in our recruitment process and therefore we advise that your application should be personal to yourself. All of our applications are filtered by our hiring teams.