Head of Customer Service (maternity cover) in Harlow
Posted by RecruitAbility Ltd
£58,000 – £68,000 a year
Harlow · Permanent
Harlow
Salary: £58,000 to £68,000, negotiable
Term: 12 month FTC
Hybrid, 2 days a week from home
RecruitAbility is looking for an experienced customer service leader to run an established team supporting customers who shop online and in stores.
The Contact Centre Manager will report to you, and you will have overall responsibility for day-to-day service levels, as well as work with key stakeholders across the business to resolve issues affecting customers.
This could suit an experienced head of function or a Customer Service Manager or Contact Centre Manager ready for a step up.
The role of Senior Customer Service Manager
- Lead and support an experienced customer service team.
- Oversee service levels and take ownership of escalated customer issues.
- Use customer feedback and performance data to identify where service can improve.
- Manage team resources and work with other departments to resolve operational problems.
- Keep senior stakeholders informed and support changes to systems and processes.
- You'll have experience managing a customer service or contact centre team, ideally with experience of both e-commerce and physical retail.
- You'll be an organised, approachable manager who can get up to speed quickly and give an established team clear direction.
- You'll be comfortable interpreting service data, presenting findings and working with colleagues across different departments.
- You will have experience in change management, with a strong tech lean.
- Basic salary of £58,000 to £68,000, negotiable.
- Hybrid working with three days in the office and two days working remotely.
- Full-time, 12-month fixed-term contract.
This vacancy is being advertised by RecruitAbility Ltd. The services advertised by RecruitAbility Ltd are those of an Employment Agency.
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