Customer Service Manager

We have an exciting opportunity available for a Customer Service Manager to join a successful outdoor sportswear brand for their growing customer service team based in Liverpool. This is a entrepreneurial business who have grown every year since their launch 5 years ago and 2024 is going to be another big year for them, with a real focus on international presence.

You will be responsible for managing team members and maintaining general communications. Provide strong leadership, creating a proactive and successful operational team which strives to exceed expectations, delivers to defined benchmarks and ensures that standards and processes are followed to provide a best-in-class customer service

Main roles and Responsibilities:

• Lead and manage a team of customer service representatives, providing coaching, training, and development opportunities to ensure excellent customer service delivery.
• Develop and implement customer service policies and standards.

• Address and resolve customer complaints or concerns, escalating issues when

  necessary.

• To develop the tools available to better manage customer interaction, including the

• adoption of live chat and CRM systems.

• Take ownership of creating and maintaining KPIs which manage and drive team

• efficiency.

• Collaborate with cross-functional teams to address customer pain points and improve

• overall customer experience.

Requirements, skills and experience:

• Experience in a similar customer services management role.

• Excellent communication skills, both verbal and written, with the ability to convey

• information clearly and effectively.

• Strong problem-solving skills and the ability to handle customer complaints or difficult

• situations with empathy and professionalism.

• Enthusiastic understanding of omni-channel operations - cross departmental - online

• and offline.
• Able to develop a team through training and mentoring.

Salary/Package:

• Full-time, Permanent.
• 100% in office.
• 25 days holidays, your birthday as a holiday plus 8 bank holidays.
• Generous staff discount.
• Discounted marketplace with money off/cash back from 100's of places.

BBBH30839