Customer Care Manager
Our client, a leading Retail and Leisure Company based in South West London, are looking to recruit a Customer Care Manager to lead their small Contact Centre of 9 Sales Advisors.
The Company
A market-leading fitness clothing brand, our client has over 30 nationwide boutiques and is synonymous with innovative, feminine designs for enhanced sporting performance. A fantastic Company to work for, cultural fit is arguably the most important characteristic our client are looking for in recruiting for this position, and they are ideally looking for someone who leads an active life and can relate to the brand's ideology. With a good sense of humour and a proactive, positive approach to customer service and sales, the candidate will ideally be looking to bring their authority and passion for sport into this role.
Experience Required
In addition to being the right culture fit, the right experience is obviously important as well. For candidates to be considered, they MUST have experience of leading a customer service/sales team in a Contact Centre environment and have strong interpersonal skills. Due to the need to push the current team on to the next level, the ideal candidate must also have experience in driving KPI performance, productivity and quality of service.
Daily Duties
Responsibilities of the role:
- Managing the daily running of the busy Contact Centre (500+ daily inbound calls)
- Dealing with UK and USA online customers
- Recruiting, training and developing the individual Customer Service/Sales Advisors
- Coaching, motivating and inspiring the team to deliver an exceptional customer experience
- Driving sales to meet targets
- Maximising the performance of KPI's
- Monitoring calls to improve quality and track operative performance
- Co-ordinating regular reviews, 1:1's and team briefings
Due to the small size of the Contact Centre, the candidate will also be responsible for dealing with a reduced amount of inbound calls/emails from customers alongside their managerial duties, so must be prepared for this.
Working Hours
Due to the extra work taken on in dealing with enquiries from US customers, the Contact Centre has extended it's opening hours to cover 8.00am to 12.00am Monday to Sunday. As a result they are looking for the new candidate to be flexible in terms of shift working (although the majority of hours will be general day/office hours) and weekend work (1 or 1.5 weekends per calender month)
Salary Package
Our client are offering a very competitive £26,000 - £30,000 salary with bonuses based on team sales performance. Other benefits also include a clothing allowance, 50% off Company merchandise, sample sales and a weekly lunchtime yoga class!
Our client are looking to fill this role as soon as possible, so any interested candidates are urged to apply at their earliest convenience.
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