Customer Service Manager

Customer Service Manager £35,000pa Permanent Manchester City Centre A high growth ecommerce business are seeking a permanent Customer Service Manager to join their team. This is a newly created role, leading a team of 3 customer service advisors, with the view to further expand, develop and implement processes within the customer service department. Key responsibilities Manage the customer service function, ensuring exceptional customer service at all times - liaising directly with customers and dealing with any escalations Implementing and working towards SLA's Lead, coach, develop and manage the customer service team, including 1-2-1s, target and goal setting, providing clear direction for company and individual performance Providing customer service across multiple communication channels, including social media platforms Implement processes to improve and increase operation efficiency and customer satisfaction Monitor and set KPI's, analysing performance trends, providing actionable insights for improvement Oversee implementation and usage of CRM systems Oversee and set up the whole department - this is a relatively new business with extremely impressive growth, so this is a really exciting opportunity for someone to head up the department and make it their ownThe ideal candidate will have the following skills, experience and attributes: Previous experience within a customer service manager role within an office based environment Strong leadership and people management skills Excellent knowledge and usage of CRM systems and social media platforms A strong passion for customer service and empathy for customer pains Results orientated Strong conflict resolution skills and the ability to deal with complex customer queries Use of initiative Desirable - implementing processes into a customer service team Desirable - ecommerce, fashion or retail backgroundIn return you will receive a competitive salary of £35,000pa, hybrid working, great working hours of Monday - Friday 9am-5pm, excellent future development and progression opportunities and real autonomy to run your own department how you see fit. This role is also working within a really exciting business who have seen exponential growth in the last 3 years, and this is a brilliant time to join the business. Interested in this role? Please click apply now and I will be in touch if your application has been successful