Customer Service Manager - Bristol
To apply, send your CV and cover letter to [email protected].
The Electric Bike Shop is a leading bicycle business dedicated to providing high-quality products and exceptional customer service. We're passionate about cycling and committed to helping our customers enjoy every ride. As we continue to grow, we're seeking a talented Customer Service Manager to lead our customer support team and ensure our customers receive top-notch assistance.
As the Customer Service Manager, you will play a pivotal role in maintaining our reputation for outstanding customer service. You will oversee a team of customer support representatives, setting performance goals, providing training, and ensuring that our customers' needs are met promptly and effectively. You will also collaborate closely with other departments to identify opportunities for improvement and implement strategies to enhance the overall customer experience.
YOUR RESPONSIBILITIES.
- Lead and mentor a team of customer support representatives, fostering a positive and productive work environment.
- Develop and implement customer service policies and procedures to ensure consistent and high-quality support across all channels (phone, email, chat, social media, etc.).
- Monitor team performance metrics, such as response time, resolution rate, and customer satisfaction scores, and take proactive measures to address any issues or areas for improvement.
- Handle escalated customer inquiries or complaints, demonstrating empathy, professionalism, and a commitment to resolving issues to the customer's satisfaction.
- Collaborate with other departments, including sales, marketing, and product development, to communicate customer feedback and advocate for improvements or enhancements to products and services.
- Stay informed about industry trends, competitor activities, and emerging customer needs to proactively identify opportunities for innovation and differentiation.
- Implement and maintain customer service technology solutions, such as CRM systems or helpdesk software, to streamline processes and improve efficiency.
- Conduct regular training sessions and performance evaluations for customer support team members to ensure they have the knowledge and skills necessary to excel in their roles.
- Handle administrative tasks related to customer service operations, such as scheduling, budgeting, and reporting.
- Assist stores with customer service issues with advice and recommendations.
THE SKILLS & BEHAVIOURS THAT MAKE IT ALL HAPPEN.
- Proven experience in a customer service management role, preferably in the retail or e-commerce industry.
- Excellent communication skills, both verbal and written, with the ability to interact professionally and effectively with customers and team members.
- Strong leadership and team-building abilities, with a track record of motivating and developing employees to achieve their full potential.
- Exceptional problem-solving skills, with the ability to think creatively and strategically to address customer issues and improve processes.
- Proficiency in using customer service technology tools, such as CRM software, helpdesk platforms, and communication channels (phone, email, chat, social media, etc.).
- A passion for cycling and a genuine desire to help customers enjoy their cycling experience to the fullest.
Company Benefits:
- Competitive salary.
- Generous staff purchase scheme.
- 28 days annual leave including bank holidays per year, plus non contractual days off for your birthday and Christmas shut down.
- Employee healthcare scheme and employee assistance programme.
- On-street parking near office.
Full-time hours: 37.5 hours per week across Monday-Friday.
Expected start date: ASAP.
Location: Office based with the option to work remotely 1-2 days as required.
Job Types: Full-time, Permanent.
Salary: £30,000-£40,000 per year depending on experience.
Please note: if you don't hear from us within a couple of weeks of your application, please assume you have been unsuccessful. We appreciate the effort involved in applying for our openings but with the volume of applications received we are unfortunately unable to reply to everyone.
