ASSISTANT CUSTOMER CARE MANAGER

Hammersmith | up to £28,000pa, DOE | Permanent

 

Cassidy Jones Recruitment are proud to be working in partnership with a growing business in the Hammersmith area, recruiting for an Assistant Customer Care Manager to join their team.

The Customer Care team are responsible for ‘After Care’ and are currently delivering outstanding response times (as low as 5-hour email response times) and customer service via phone, email and live-chat. They are looking for a driven and passionate Assistant Manager to help drive, motivate and coach their dedicated Customer Care department to continue to succeed.

 

The Role of Assistant Customer Care Manager:

Management Responsibilities

  • Inspire, direct and motivate the Customer Care Team to ensure they offer the highest level of service.

  • Monitor and optimise customer service performance to weekly and monthly KPI’s (including call volume, response times, complaints and quality control)

  • Support the Customer Care Manager to produce daily, weekly and monthly performance reports to help optimise team performance

  • Ensure training and development areas are identified and tackled across the team

  • Support the Customer Care Manager with conduct performance reviews and people management

  • Help instil a strong customer service ethos in line with their Company Principles and drive a culture of ownership and continuous improvement within the Customer Care team

  • Support with recruitment, onboarding and training

Customer Facing Responsibilities

  • Manage the escalation of complex queries and complaints, offering support and guidance where needed to ensure excellent customer satisfaction

  • Investigate trends in customer feedback and satisfaction, including customer reviews, complaints and queries to help us improve service

Requirements of Assistant Customer Care Manager:

Skills and Experience:

  • Leadership experience within a customer facing team is essential, preferable within a Contact Centre, Head Office, or in a Customer Services role

  • Experience of managing escalations, serious complaint and complex queries

  • Previous CRM experience at a senior level is highly desirable

  • Excellent communication skills, both written and verbal

  • An ability to work under pressure and to tight deadlines, managing KPIs and SLAs

  • A good level of computer literacy will be required, especially using Microsoft Office

 

Benefits:

  • 23 days paid holiday per year (plus Bank Holidays) - entitlement will increase every year after 2 years of service

  • Cycle to work Scheme

  • Annual Bonus (up to 20% of salary)

  • Discount Scheme (over 400 Brands)

  • Employee Childcare Vouchers

  • Free Fruit  

  • Cake on your birthday

Contract: Permanent (5 days in total working Mon-Friday. You will be required to work 1 Saturday and potentially 1 Sunday a month)

Hours: Flexible – 9am to 5.30pm or 8am to 4.30pm

Salary: Competitive, plus annual bonus, plus commission

Location: Hammersmith, London

CONTACT

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0203 7632 889

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