Customer Service Manager

The Role

Digital Tonic are working with an insanely ambitious, premium FMCG brand in Devon, as they embark on their search for a Customer Experience Manager. This is a company that is continuing to experience record growth due to their strong brand presence, the quality of their products, and unrivalled customer care - which is where you come in. This company is very serious about being best in class for customer experience, and so we are looking for a seasoned customer service professional who has a strong track record of motivating and inspiring teams.

Managing a team of 4 CSRs, you will be responsible for all of the day to day management of the team which will involve 1-2-1s, training and support, holding the team accountable for KPIs/targets, analysing individuals’ and team performance, identifying areas for improvement, absence return meetings, and recruitment. You’ll be approachable and caring but also able to uphold high standards within the team, all whilst fostering a positive, upbeat environment for your team.

Your role will also have a dotted line into the eCommerce/digital team, since the majority of customer service queries are related to the website, and so you will also be responsible for analysing the customer service touchpoints to determine whether they are fit for purpose, and how they can be more streamlined and efficient, as well as developing customer satisfaction strategies. You will hold overall responsibility for measuring customer satisfaction, trends and themes, and will represent customer service at monthly Board meetings.

As well as this, you will be involved in projects to procure more advanced and modern systems to help move the business forward. You will be comfortable putting forward ideas, whether that be webchat, outbound call projects, or a business WhatsApp. Your role will work incredibly closely with the digital and eCommerce team, and so we are looking for a good communicator who is inquisitive and wants to actively contribute to growth.

Skills and Experience

• Demonstrable experience working as a Customer Service/Customer Experience Manager
• Significant experience in customer services
• Line management experience with a supportive and encouraging management style
• Experience working for an eCommerce brand would be hugely advantageous
• Data-driven mindset, where you are comfortable with KPIs and setting performance goals

Benefits

Depending on experience, there is a salary of up to £40k on offer here, alongside a host of other benefits which include a bonus scheme of up to 10% of salary, product discounts, enhanced maternity and paternity pay, and a hybrid working environment where you will be expected to be in the office 3-4 days per week, with the rest remote. The office is based in Devon, with free onsite parking.

Sound good?

If you’d like to hear more about this role, then please get in touch with Stacey at Digital Tonic.