Customer Service Manager

Are you a passionate leader with a knack for delivering exceptional customer experiences? Our client is seeking a dedicated and experienced Customer Service Manager to join their team on a 12-month maternity cover contract. This pivotal role supports the day-to-day management of the Customer Service function, ensuring the company’s reputation for outstanding care is upheld.

About the Role

As Customer Service Manager, you will:

Lead and support a team of customer service representatives.
Monitor KPIs and drive continuous improvement.
Handle escalated inquiries with professionalism and empathy.
Refine policies and processes to boost efficiency.
Leverage AI tools to enhance service delivery.
Collaborate with Product, Tech, Operations, Brand, and Growth teams.
Maintain and update service tools and documentation.
Prepare the team for product launches and campaigns.

Additional Responsibilities

Coordinate with the warehouse team for accurate order fulfilment.
Use the Warehouse Management System to track performance metrics.
Communicate campaign and product updates across teams.

What We’re Looking For

Proven experience in customer service management or supervision.
Strong leadership and interpersonal skills.
Excellent written and verbal communication.
Solutions-focused with strong problem-solving abilities.
Proficiency in customer service platforms and reporting tools.
Experience using AI in customer service operations is essential.
A deep understanding of customer expectations and satisfaction.