We are looking for a Senior Customer Care Manager to join our Customer Care Team based in Beckton, London on a full-time permanent basis, in return you will receive a competitive salary and excellent benefits!

The Role

As our Senior Customer Care Manager, you will be responsible for ensuring the department delivers exceptional service and develop our customer care operations including support teams, policies, recruitment, KPIs and support tooling.

Responsibilities of our Senior Customer Care Manager will include:

  • Collaborate with senior stakeholders to define the customer care strategy and measurement framework to track success.
  • Own the execution and refinement of the strategy, adopting a test, measure and learn approach to driving improvements against service and team KPI’s
  • Take full ownership of escalated customer complaints
  • Take the lead on updating customer care processes and ensuring they are in line with both legal and industry standards
  • Establish workflows for collating qualitative feedback from the team and customer
  • Provide weekly customer feedback reports, ensuring voice of the customer is shared with key stakeholders and the senior management team
  • Provide monthly reports and feedback to summarise team performance, customer feedback and progress against your service improvement plans
  • Lead, coach and develop the team, ensuring exceptional service is delivered to customers across all channels

Our Senior Customer Care Manager will have the following skills and experience:

  • A minimum of 7 years of experience in Customer Service/Contact Centre/Customer Experience environment is required
  • Experience working within a premium or luxury retail environment is preferable
  • Metrics driven and highly analytical, taking a methodical approach to testing your ideas for improvement
  • Service focused, always putting the customer first
  • Well organised with strong time management skills
  • Attention to detail and strong communication skills- both verbal and written

If you think you have the skills and experience required to start your story as our Senior Customer Care Manager, don’t miss out - apply now!