Customer Service Manager

R13 Recruitment are excited to be supporting a well-known retail brand in their search for a Customer Service Manager to join their team in Norfolk. This pivotal position within the team will focus on leading the customer service to ensure exceptional standards are achieved through managing customer service operations, resolving escalations and maintaining outstanding communication. Based in West Norfolk, this is a full time, permanent position. This is a fully office-based position. You will be working 37.5 hours per week, 9am-5pm, Monday to Friday (some weekend work will be required). The offered salary for this role is £32,000 - £36,000 depending on experience. The company This multi-award-winning brand have seen fantastic growth across the last decade through their focus on timeless luxury in their products. They have a close-knit team who work with a customer-first mindset, in order to provide a service that reflects the brands high-end standards. The day to day * Leading, developing and coaching a team of customer service advisors, setting objectives and providing feedback. * Ensuring excellent customer service operations & performance, that all interactions reflect the brands high standards. * Handling any escalated customer service queries/complaints. * Managing VIP customer relationships, providing concierge-level support. * Seeking opportunities to improve customer service operations. * Reporting on relevant customer service metrics and budgets, utilising insights to improve service. You will have/be * Proven customer service management experience. * Team leadership experience, the ability to coach & support a team. * Demonstrated evidence of applying ‘soft-skills’ such as empathy to resolving customer queries with a customer-first mindset. * The ability to communicate clearly and effectively. * Organised with strong problem-solving skills and attention to detail. How to apply To hear more details about this fantastic opportunity please email your CV to Tasha Coe – Senior Managing Recruitment Partner at rthirteen recruitment. If you don’t hear from us within 5 working days upon initial submittal of your CV, please assume you have been unsuccessful