Experienced Customer Service Manager – Driving Sales and Customer Satisfaction at blithequark

Are you a seasoned customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced retail environment where no two days are the same? If so, we have an exciting opportunity for you to join blithequark as a Customer Service Manager! At blithequark, we're committed to providing our customers with the best possible experience. As a Customer Service Manager, you'll play a critical role in driving sales and customer satisfaction by leading and supporting our outsourced contact centre team. You'll be responsible for ensuring high levels of quality, productivity, efficiency, and knowledge to improve our customer service proposition and drive sales and profitability for both blithequark and our partner brands.

About blithequark

blithequark is a leading retail company that's passionate about delivering outstanding customer experiences. We're a dynamic and innovative organization that's always looking for ways to improve and grow. Our team is dedicated to providing exceptional service to our customers, and we're committed to creating a positive and inclusive work environment that supports the growth and development of our employees.

Key Responsibilities

As a Customer Service Manager at blithequark, you'll be responsible for:

• Driving change and improvement in the customer service proposition by working closely with the outsourced contact centre and internal businesses
• Ensuring the outsourced contact centre hits weekly sales targets for the telephone order line to drive a profitable channel
• Developing and implementing new systems and processes to improve the service proposition and working with third-party suppliers to produce relevant training guides
• Being the escalation point to the third-party supplier for all customer enquiries for both businesses
• Ensuring the outsourced contact centre achieves their KPIs and that contracted SLAs are met
• Providing feedback on trending complaints to the different trading teams and implementing improvements where necessary to improve the customer experience
• Supporting the outsourced contact centre with training on all aspects of customer service, including company policies and processes for both businesses
• Closely monitoring and reporting on customer service performance and taking appropriate action if required
• Communicating all trading plans, key launches, and events for both businesses to the outsourced contact centre
• Requesting and issuing customer cheques
• Requesting refunds by BACS
• Liaising with both QC departments on quality and customer feedback
• Managing multiple payment platforms and reviewing and monitoring potential fraudulent transactions and escalating to the appropriate department
• Updating the loyalty database with changes to customer details
• Holding weekly meetings with the outsourced contact centre
• Attending monthly and quarterly business reviews with the outsourced contact centre in person on the contact centre's premises in Sheffield
• Responding to Trust Pilot Reviews for both brands, calling out any key trends to the trading teams
• Responding to Bazaarvoice enquiries and sharing regular reporting on feedback to the trading team
• Issuing gift cards for customer complaints

Person Specification

To be successful in this role, you'll need:

• Experience working within a customer service management role
• Experience analysing and interpreting basic data sets
• Understanding of payment platforms, including PayPal
• The ability to engage and collaborate with internal teams and external partners to problem-solve
• High attention to detail and a methodical approach
• Creative thinking and the ability to make decisions to achieve success

What We Offer

As a Customer Service Manager at blithequark, you'll enjoy a range of benefits, including:

• Competitive salary and bonus structure
• Comprehensive training and development opportunities
• Collaborative and dynamic work environment
• Opportunities for career growth and advancement
• Recognition and rewards for outstanding performance
• Access to a range of employee benefits, including health insurance, pension scheme, and more

How to Apply

If you're a motivated and experienced customer service professional who's passionate about delivering exceptional experiences, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

About the Role

This is a full-time role based in Sheffield, with regular travel to the contact centre's premises in Sheffield. You'll be working closely with the outsourced contact centre team and internal businesses to drive sales and customer satisfaction. You'll need to be highly organized, with excellent communication and problem-solving skills.

Contact Information

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We're always happy to chat with interested candidates and answer any questions you may have. [insert contact information]

Equal Opportunities Employer

blithequark is an equal opportunities employer and welcomes applications from all qualified candidates. We're committed to creating a diverse and inclusive work environment that supports the growth and development of our employees.

Data Protection

By submitting your application, you're consenting to the processing of your personal data in accordance with our data protection policy. We'll only use your data for the purposes of recruitment and selection, and we'll ensure that it's kept confidential and secure.

Closing Date

The closing date for this role is [insert closing date]. We reserve the right to close the role earlier if we receive a high volume of applications.

Thank You

Thank you for considering this opportunity to join blithequark as a Customer Service Manager. We look forward to hearing from you soon! Apply for this job