Job Description

The Senior Customer Service Manager is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in a B2C environment. The role has significant levels of responsibility and accountability for operational delivery. The Customer Service Senior Manager is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions/complaints across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence). - Strategically lead and develop a management team to enhance performance by setting clear accountable performance measures. - Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets. - Create a culture and processes which achieve the business goals and objectives with regards to their customer service. - Improve the defined KPIs for customer service, like NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other measurable Metric. - Empower and Engage the Customer Service Team. - Use Customer Insight and Root Cause Analytics to identify company-wide improvements and present these to the Board/Senior Stakeholder Peers. - Act as the Voice of the Customer across the organization. - Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues. - Work effectively with all peers and the board/stakeholders Commercial, Finance, Marketing, Logistics, Fulfillment and specially operation departments to negotiate and influence customer improvements. - Coaches Customer Service Team in order to achieve high performance. - Development of a customer service policy for the entire organization.