Customer Service Manager

Zachary Daniels are proud to be supporting a major retailer in their search for a Customer Service Manager to lead the service strategy for the business.

About the role

As our clients Customer Service Manager, your role will be responsible for the development and delivery of a Customer Service Strategy that puts our client's customer front and centre of everything they do. You will be representing Customer Service across the business, to drive customer centricity, innovation and continuous improvement. You will be accountable for operational delivery of multi-channel customer service through a third party Contact Centre and the Support Hub Team. Ensuring a balance of cost, quality, productivity and all SLA's are met. Most of all you need to passionate about great service.

Key accountabilities of the Customer Service Manager role

• Take ownership of the service strategy and measures
• Budget planning and performance review against plans and forecast to ensure the customer needs are met
• Lead the Contact Centre with a focus on generating sales
• Manage complex or escalated customer complaints through to resolution
• Use Continuous improvement to implement learnings

About you

To be successful in our clients Customer Service Manager role you will need:

• Extensive experience in leading customer service teams including an outsourced model
• Understanding of the impact on service for the wider retail business
• Excellent people leadership skills with the ability to lead change
• Ability to communicate and influence at a senior level with strong stakeholder management skills
• Experience in working in a fast-paced retail environment
• Financial acumen
• Understanding of Contact Centre planning
• Understanding of Contact Centre technology

What's on offer for the Customer Service Manager position

Our client can offer a salary of up to £66,000 plus benefits package

Please apply with your most recent CV.

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** NOTE - All emails from will be sent from the following domain @zacharydaniels.co.uk & we will never contact you via WhatsApp without calling you prior nor would we ever ask for any financial information **