10,482 total live jobs
 
Search jobs
Enter keyword(s):Search tips
Select job sector:
Enter Town/Country/Postcode
Enter salary range (£)
Advanced search
Register your CV
Let us make life easier for you! By storing your CV in our secure database recruiters can find YOU taking the hassle out of looking for jobs yourself.

Jobs
Customer Service Manager
 
Title: Customer Service Manager
Category: Security / Protective Services
Job type: Permanent
Job status: Full Time
More jobs like this
More jobs by this recruiter
Create jobs by email
 
Description:
ABOUT URBAN MASSAGE

Our world-class platforms enable brilliantly talented therapists to provide caring treatments to customers wherever and whenever they want a well deserved treat. In the past 2 years we've launched in 3 international locations and provided hundreds of thousands of massages to customers in need of a treat! We're now looking at many other international locations this year and a range of different wellness services.

THE ROLE

We are looking to recruit a Customer Service Team Leader to oversee the operations associated with our European Customer Service team. This is a high priority role as we expand and seek to ensure we provide an efficient, high quality service to our customers. We have a motivated, multi-lingual, multi-channel team that would report to you and a significant focus is ensuring they work incredibly well together and that all individuals are provided with the skills, technology, support needed to do a fantastic job. As we expand internationally, the role is expected to evolve to be a Head of Europe Customer Services position.

RESPONSIBILITIES

Inspire, coach and develop a team of Customer Service Representatives and two supervisors. Be responsible for 1-on-1’s, personal development, performance reviews, conversational excellence and compliance reviews Day to day operational and performance management of the EU Customer Service Team against agreed KPIs and SLAs Lead by example to inspire service excellence across all customer interactions, ensuring all quality standards, policies and procedures are followed Support and empower the team, including your leads to take ownership, manage escalations accordingly while ensure you utilise your commercial acumen to balance the customers and business needs. Manage and facilitate the required FTE headcount across the European markets within your demand forecasting and hiring plan. Proven Contact/Call Centre Operations experience within a multi- channel customer service team Effective interpersonal, coaching and leadership skills A love for brilliant customer service and a keenness to always champion the customer Experience of key operational enabling technologies- Salesforce knowledge is a preference Workforce Management, Demand Forecasting experience is beneficial Experience of driving performance against agreed KPI’s and implementing recommendations to improve performance Good numeracy and analytical skills to interpret customer data and reports Happiness to work weekends and evenings (when you may need) Provide timely and regular reporting on all appropriate elements of the team performance and customer contacts Ensure alignment of operational processes and technologies, and the development of consistent contact centre documentation and knowledge capital e.g. agent scripts, process training maps and training material Drive continual business improvement in service, experience, customer retention, revenue and quality Ensure high engagement and motivation throughout contact centre operations, ensuring a customer focussed performance culture is developed and maintained Lead provision of tailored and effective training, coaching and performance management for the team Requirements

Proven Contact/Call Centre Operations experience within a multi- channel customer service team Effective interpersonal, coaching and leadership skills A love for brilliant customer service and a keenness to always champion the customer Experience of key operational enabling technologies- Salesforce knowledge is a preference Workforce Management, Demand Forecasting experience is beneficial Experience of driving performance against agreed KPI’s and implementing recommendations to improve performance Good numeracy and analytical skills to interpret customer data and reports Happiness to work weekends and evenings (when you may need) Benefits

Join a fast-growing and exciting start-up Competitive salary (based on experience) Free weekly yoga/fitness sessions Discounts on at-home massages Central London office with great transport links Annual company retreat Our new amazing Urban HQ with a Ping-Pong Table and Fresh Fruit, breakfasts and more. Working with a fun and highly-motivated team. Never a dull moment for sure!
Apply for this job
 
(3rd party vacancy)
 
If this job is not for you, why not try one of these instead?