Customer Services Manager – E-commerce

Manchester – Remote working

Salary upto £35k dependant on experience plus benefits package

Are you passionate about people? Do you thrive offering exceptional service? Are you ready to make an impact on a small (ish) but growing fashion company?

If the answer is yes… WE NEED YOU!

Our customers are at the heart of our business so we pride ourselves on offering a tailored, personal customer experience across several key platforms. The customer service manager is a vital role within the company and the successful candidate will be responsible for embodying the voice and tone of our brand as well as developing the team and growing the department. 

While most importantly, creating a positive and forward-thinking working environment.

The customer service manager will work closely with other departments within the business, sharing acquired insight, therefore, exceptional relationship building and coordination skills are a must have.

Driving our customer department forward with enthusiasm and leaps of innovative ideas to grow, the customer service manager will also be responsible for the day-to-day mentoring and development of three additional members of staff. 

Responsibilities: 

  • You will be responsible for giving and managing impeccable and consistent communication across all platforms (email, social media, live-chat, telephone)for our loyal customers 
  • Managing our community management team on social media  – whilst being constantly active and reactive to our social media platforms to build community, drive engagement and positive customer interactions.
  • Leading the customer experience team, ensuring a tailored, personal customer service while offering a motivational, supportive working environment to keep team morale and spirits high.
  • Managing escalated customer complaints. It is your responsibility to turn any negative queries into a positive by using whatever cause of action needed. 
  • Develop responses throughout the team, monitoring and suggesting improvements to ensure a personal and positive response.
  • Updating customer care processes, ensuring they are in line with any new company systems and protocols while continuing to fit within both legal and industry standards where applicable.
  • Monitoring competitors and keeping on top of new developments for customer service and taking ownership of looking at ways of improving our service and customer needs. 
  • Testing our website continuously, to ensure a smooth customer journey, checking that all stages and processes are working across various browsers and devices, leasing with our technical team where applicable.
  • Investigating all reported bugs, errors or unusual patterns highlighted by our customers, report to the technical team and/ or relevant department(s) where applicable
  • Manage our FAQs portal on our website with the assistance of our operations team. 
  • Produce a best practise Customer Service Bible to empower existing and new employees within the customer experience and wider team.  
  • Create department KPIs and train and develop the customer experience team to work towards these. Monitoring response quality and productivity.
  • Continually investigate current and new approaches and technology that can help us to continue to develop the customer experience service. 
  • Work with your team to provide monthly customer feedback to ensure the voice of the customer is shared with senior management
  • Provide monthly reports focusing on data and statistics. Sharing ideas on how we can improve and streamline our responses and processes.
  • Manage and monitor responses on relevant on-line forums and rating sites logging any suitable feedback to notice trends.  

Essential experience:

  • Must have at least 2-3 years, online customer service experience 
  • E-commerce customer service experience
  • Managing a small team/ department
  • Experienced in collating analytics and data for senior management.
  • Experience providing customer support on social media, live chat and email.

Desired experience

  • Experience working in retail
  • Previous experience in Shopify and Gorgias is an advantage, but not essential.
  • Ideally have experience in testing and reporting technical errors with an on-line brand but not essential

The person

  • Optimistic, driven, passionate and conscientious about customers
  • Happy to go above and beyond and although rare, work additional hours or weekends if needed.
  • Excellent personal written and verbal communication skills.
  • Organised, efficient and able to multitask multiple platforms.
  • Passionate, conscientious, patient and supportive, a team player, while confident to lead a small but growing team.