Senior Customer Service Manager

We are currently recruiting for a Senior Customer Service Manager to join our Customer Experience team based at our Notting Hill offices. bloobloom was created to change the way people buy their glasses by rebuilding the entire experience. In a market populated by dinosaurs, we’re putting design and technology back at the heart of the process of buying a pair of glasses, making the journey fun and exciting without costing a small fortune. At bloobloom, we also want the right choice to be as easy as wearing a great pair of glasses. That’s why we only partner with ethical factories, are climate neutral certified, and donate a pair to someone in need for every pair we sell. We love our customers and want to make a personal connection with everyone that reaches out to us. Beyond the statement, our team has the freedom and means to get creative and go beyond meeting basic customer expectations, in each and every conversation. Our goal is simple. 100% WOW. If you have a cool personality and want to work with other awesome individuals for a great company this is the job for you Key Responsibilities: Lead and coach a team to meet and exceed business objectives, ensuring that operational and quality metrics are consistently achieved Follow a process of continuous review and proactive management of absenteeism and attrition for all Team Members Continually review and monitor work performance of all Team Members against agreed KPI’s Coach, develop and motivate Team Members by providing the skills and knowledge to perform their job Process and work through customer enquiries on all channels, including live chat, email, telephone, and social media platforms to the highest of standards on a daily basis Manage the customer success team of 3 to 4 members to ensure that work is being done at the right quality and efficiency Act as the primary contact for all customer-related escalations from the team, ensuring that standard procedures and resolutions are implemented for existing, new, and uncommon issues Demonstrate exceptional product knowledge as well as accurately explaining features and benefits of bloobloom lenses and frames Oversee the complete lifecycle of orders and provide consistent after-sale assistance Be the voice of the customer and advocate customer needs/issues cross-departmentally Be creative and constantly consider new ways to help us provide the best possible customer service Implement strategies to secure customer retention and unwavering loyalty Who You Are: You’re a passionate people person and like engaging with customers You’re driven and self motivated - you want to excel at what you do You thrive in a multitasking environment and can organise your time efficiently You believe in understanding a customer’s pain, building value and solving problems You are a team player who works and engages with others to achieve results You are a strategic thinker and like to offer new ideas/solutions to improve things Essential Skills & Experience: Excellent verbal and written communication skills and the English language A customer-centric mindset and approach Experience managing a Customer Success/Service team Efficient multitasking and prioritisation skills Good grasp of numbers and the ability to report Ability to learn and use new software and platforms quickly and efficiently Previous experience in the Optical industry would be a bonus Key Benefits: Opportunity to join a fast-growing and ambitious startup Work with a friendly team of highly motivated individuals Exceptional scope for progression and development An environment where you are listened to and can actually have an impact Great West London location - 4 min walk to Portobello Road Spacious and modern offices, with excellent facilities Regular company socials and events Perks for employees and up to 10 family members and friends Free spectacles and sunglasses for you, and discounts for family and friends 22-day Holiday Bank Holidays Competitive salary depending upon experience Further Information: Type of contract: Full time Location: London, United Kingdom Working Hours: 40 hours per week Monday to Friday