Customer Service Manager

Job Title: Customer Service Manager

Company: Neve Jewels Ltd.
Location: Birmingham

About Us:

The Neve Jewels Group is well known for its three brands (Diamonds Factory, Austen & Blake and Sacet) a renowned and rapidly growing jewellery group that embodies timeless elegance and exceptional craftsmanship. With a commitment to providing high-quality jewellery and unparalleled customer experiences, we are dedicated to making every moment special for our customers. We are seeking a dynamic and passionate individual to join our team as the Customer Service Manager and play a pivotal role in delivering exceptional service to our valued customers.

Job Summary:

As the Customer Service Manager, you will lead and inspire a team of dedicated customer service professionals to deliver world class, luxury customer experiences. You will be responsible for shaping and executing our customer service strategy, ensuring that our customers receive the highest level of support and engagement at every touchpoint. Your leadership will drive customer satisfaction and loyalty, contributing to the continued growth and success of Austen & Blake.

Key Responsibilities:

Leadership and Team Management

Lead, mentor, and motivate a team of customer service representatives.
Set clear performance expectations and provide ongoing coaching and feedback.
Foster a positive and collaborative team culture dedicated to excellence in customer service.

Customer Service Strategy

Develop and execute a comprehensive customer service strategy aligned with the company's goals and values.
Continuously improve processes and procedures to enhance the customer experience.
Monitor industry trends and best practices to stay ahead in customer service excellence.

Customer Relationship Management

Oversee customer interactions via various channels, including phone, email, chat, and social media.
Resolve complex customer inquiries, issues, and escalations promptly and effectively.
Ensure a high level of product knowledge among the customer service team.

Data Analysis and Reporting

Utilise data and analytics to track key performance metrics and identify areas for improvement.
Generate regular reports and insights to inform decision-making and measure the success of customer service initiatives.

Training and Development

Implement training programs to enhance the skills and knowledge of the customer service team.
Stay up-to-date with product launches and updates to keep the team informed.

Cross-Functional Collaboration

Collaborate closely with other departments, including Sales, Marketing, and Product Development, to ensure a seamless customer experience.
Provide customer feedback and insights to relevant teams to drive product improvements.

Qualifications

Proven experience in a customer service leadership role, preferably in the retail or luxury goods industry.
Strong leadership, coaching, and team-building skills.
Exceptional problem-solving and conflict resolution abilities.
Excellent written and verbal communication skills.
Proficiency in customer service software and CRM systems.
A passion for jewellery and an understanding of the luxury retail market.

Benefits:

Private Health Insurance
24/7 Employee Assistance Programme
Extra day off for your birthday
28 days holiday inclusive of bank holidays