JOB TITLE: Customer Service Manager

Industry : Commercial & Finance Job Location : West London
Job Reference : 8155LM Job Category : Call Centre and Customer Service
Employment Type : Permanent Posted : 07/02/2012
Salary & Benefits : £40000 - £50000 per annum
Experience Required : See Job Description
Education Required : See Job Description

Please note you must be permitted to work in the EC to apply for this job.

Job Summary

Bluefire Consulting are recruiting for an experienced Customer Service Manager to join an expanding online retailer/e-commerce company in West London.

Job Description

Bluefire Consulting are recruiting for an experienced Customer Service Manager to join an expanding online retailer in West London. Main duties will include:

·Implementing new customer service processes.
·Building and improving customer order process
·Updating existing Customer service procedures
·Designing and reinforcing steps of customer order process including pre-sale and post sale support
·Ensuring email centre and call centre deliver excellent customer service
·Managing team of Customer Service Advisers and Team Leaders
·Ensuring website information is up to date
·Setting up and managing customer update service (Email, SMS etc)
·Monitor KPI's along with inbound and outbound activity
·Proposing improvements when KPI's are not being met.
·Acting as an escalation points for Agents and resolving customer complaints
·Recruiting, training and assessing customer service staff
·Build new systems to improve service

The successful Customer Service Manager must have strong managerial experience for e-commerce companies. This role will involve setting up a new team and implementing new procedures and processes so proven experience of implementing procedural changes in a contact centre environment is essential.
The company is expanding rapidly so the successful candidate must be able to grow the existing team and ensure excellent service is still maintained. Fantastic organisation, communication and planning skills are required along with demonstrable experience within an e-commerce/online retail company.
This role will involve working 5 days of 7 between 8am and 8pm. All applicants will need to be flexible regarding hours of work.

Job Keywords

"Customer Service Manager"; "Customer Service"; e-commerce; online; retail; KPI's; SLA's; London

Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Call Centre and Customer Service recruitment on a UK wide basis.

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