Our Client is a leading and very successful brand, selling Men’s and Women’s high fashion. They have an opening for an experienced Customer Services Manager to join their team.
This is a challenging role requiring experience, excellent customer service skills, and the ability to manage or escalate situations as required.
Managing a team of 4 the Customer Services Manager will oversee the customer experience from customer orders through to delivery.
The customer care team works to monitor customer orders and ensure seamless delivery to the customer. In the event a customer should contact the customer care team via email, live chat, or social media, your role will be to ensure the team is ready and empowered to provide flawless service and resolve the issue.
Responsibilities and Duties:
• Manage, motivate, support, and coach the Customer Care Team
• Continuously improve the customer experience, create engaged customers, and facilitate organic growth
• Review the delivery proposition regularly with the Head of Logistics
• Track KPIs and identify improvement areas
• Measure and report on the team’s productivity
• Regular review of procedures and policies to ensure they provide the best customer experience
• Ensure consistent delivery of tone of voice
• Monitor and ensure accurate and complete flows of orders, payments, returns, and refunds
• Dealing with customer queries and assisting with returns, exchanges, and any product faults, via email/live chat/social media
• Access to the Client’s social media accounts; responding to any customer comments with a positive and responsive voice that remains reflective of the audience and the brand
• Escalate internally key customer concerns on social platforms with the social team
• Using several different customer service software, including Shopify/Gorgias
• Resolve any relevant data flow and settings issues in the software used
• Processing and updating the weekly dispatch, back order, and returns reports
• Weekly collating of all data regarding the number of emails replied to, response times, returns processed, etc.
• Liaising with the warehouse to ensure quick dispatch, order fulfilment, and delivery dates are met
• Communicating with the Production and Social teams to ensure accurate product information and launch dates are correctly communicated
• Organise team training on product for each launch across menswear and womenswear.
• Demonstrating a great knowledge of the product and general love for the brand
• Handle any shipping, size, or price issues across all platforms
• Work towards a set of goals, targets, and KPI’s
Requirements
• Previous experience as a Customer Care Manager for online stores in the Fashion industry is essential for this role.
• Proven experience managing a Customer Care Team, minimum of 4 people
• Experience in managing Customer Service Systems
• Working knowledge of customer service software, databases and tools
• Dedicated to providing excellent customer service
• A problem solver, able to take initiative• Strong client facing and communication skills, both written and verbal
• Good knowledge of Excel and using Outlook emails
• Diligent with strong organisational skills
• Friendly and enthusiastic
• A real passion for fashion and the Brand
• Candidates will need to be available for occasional , ad hoc work at weekends and evenings during product launches and busy periods. This is occasional and ad hoc and can be worked remotely.
Benefits
• 50% Employee Discount
• 24 days holiday per year (plus bank holidays)
• A paid day off on your birthday
• A paid moving day per year
• Hybrid Working Arrangements 1after probation period -1 day per week WFH
• Pension Scheme (3% Client, 4% You)
• Bonus Scheme - Bonus for managers is up to 7% of salary based on Company and Individual performance set against pre-determined targets. Pro-rata based on start date to the financial year end.
Holiday is 22 days plus bank holidays.
Employee discount (after successfully passing probation): 50% off full price product
Social events: regular social events ie pay day lunch….
EAP (Employee Assistance Program)• Employee Assistance Programme for you and your family
• £500 employee referral bonus scheme
• Local Business Discounts (Joe and the Juice, cafés, fitness, beauty etc)
• North-West London office location directly located next to good transport links
• Casual office dress code (your style of dress is up to you, wear what you feel best in)
• Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies)
• Regular Office Social Events (e.g. payday socials)