Customer Service Team Manager (Luxury Markets)

Customer Service Team Manager (Luxury Markets)

£40,000 - £45,000 + Bonus scheme

London / Hybrid (2/3 days in office)

Our client, an AIM-listed global company are looking to hire an experienced, dynamic, and reliable Customer Service Team Manager that is looking to grow their experience and create a culture of excellence and integrity within their team - which currently is made up of 8-10 highly experienced Customer Service Associates.

This position could suit an experienced Customer Service Team Leader looking for a new opportunity within Management with a clear focus on delivering a world-class Customer experience, expanding contracts with new and existing clients and most importantly you’ll be passionate about people and helping them to perform to the best of their ability.

Monday to Friday 8-5, rotating late and weekend shifts (works out roughly 1 per month but can be up to 2)

Key Responsibilities

• Cultivate a high performing, enabling culture that supports our people, making them reportedly happier, more collaborative, and more effective.
• Contribute to, implement, and execute Service Delivery policies and procedures, for new and existing team members, to facilitate an effective and efficient Service Delivery.
• Contribute to, implement, and execute Quality Assurance policies and procedures, for new and existing team members, to facilitate a quality Service Delivery.
• Seek, find, and resolve roadblocks, issues, and challenges in people, product, or processes.
• Contribute to recruitment.
• Support a culture of continuous improvement within Service Delivery, responding to change and promoting a collaborative culture and sharing knowledge.
• Plan and conduct regular and effective communications and meetings, to ensure all relevant Service Delivery stakeholders are up to date with all processes, procedures, and agreements regarding our products.

Key Measure of Success

• Performance of all line reports.
• Quality Assurance Score.
• Net Promotor Score.
• Employee Net Promotor Score

Along with relevant experience, the Service Delivery Manager is expected to be skilled within the following areas:

• Collaborative Management: proficiency in collaborating with various stakeholders, including Specialist Delivery Managers and various stakeholders around the world, fostering a culture of cooperation and shared accountability.
• Sound Decision-Making: ability to make decisions amidst competing demands, balancing the objectives of customer service excellence with project goals and Specialist demands.

Benefits

• Offer flexible work arrangements including Hybrid work possibilities.
• Remote Working Holidays - Travel and Work for up to 4 weeks per year!
• Annual Leave of 25 days per annum and an additional 3 extra days of annual leave in the third year
• One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)