Digital Customer Services Team Leader

London, Greater London sw64nz

Posted: 10/08/2019 Job Category: Customer Service Job Number: 117727

Job Description

This is an amazing opportunity to progress your Customer Services career within a fast moving, innovative  ' Digital First' Fashion business.

The company are looking for a go-getting, customer focused candidate to manage a customer service team, working with UK & EU customers. You will also be supporting the Global Head of Digital Customer Services in driving change, implementing best practice and building a ' best in class' customer service function.

Duties include  -
- Managing the core UK Customer service team (in London) and the outsourced contact centre (in Liverpool)
- Achieving the core KPI' s and metrics in order to drive customer service improvement
- Implement new ways of working and new ideas, which will deliver customer service improvements ie knowledge ' wiki', chat functions, self-service etc
- Utilise available data and performance against KPI' s to devise and implement solutions which improve customer satisfaction  -   capture all customer contacts through all channels (telephone, email and social)
- To be the Product expert in the team  -   responsible for sharing new product information and training
- Providing help and advice to customers including order placement, amendments, returns and credit processing for all B2C customers

Experience  -
- Must be passionate about customer services! And, ideally, have supervisory or team leader experience
- Background in Fashion or FMCG would be ideal (ideally within a Digital B2C environment)
- A passion for motivating and developing people
- Excellent Social Media skills and the ability to talk to customers through different channels
- AMAZING communication skills

The company offer an excellent salary and benefit package including a company bonus, private health or dental insurance, opportunity for further learning and development and a strong career path

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