Customer Service Manager - Libertylondon.Com
Liberty has become a unique British Heritage, a most prestigious store offering luxury and service like no other and the leading department store in London. Our exceptional Tudor-style building acts as the iconic brand home: a visible statement of the store’s point of difference. We fuse fashion and the decorative arts completely and contemporaneously, with a legacy of integrity, value, quality, and individuality and, above all, beautifully designed products
We are looking for a Customer Service Manager for Libertylondon.com to uphold and embody exceptional customer experience for Liberty London.
You will be responsible for the daily management of the department, focused dealing with our online queries, and ensuring the highest possible standards of customer care are delivered at all times.
Responsibilities include managing 12 FTE Service Advisors, dealing with any and all customer support requests across multiple channels - including, email, telephone, social media and white mail.
-Accountable for quality of language used in all verbal and written communications, using appropriate tone of language for the channel being used
-Identifies areas of opportunity and improvement, quantifying customer feedback and ensuring that all relevant follow-up is completed.
-Analyses and addresses complaints and issues, identifying root causes and recommending policy and process change.
-Pro-actively provides quantitative feedback to business owners for customer service trends.
-Effective forward planning to deliver projects with an organised critical path and objectives to achieve
-Builds relationships internally and externally to enable delivery of key objectives in line with Divisional strategy
Leadership and Coaching
-Plans and executes quarterly and annual performance reviews within appraisal windows
-Drives team through the setting and follow up of clear goals
Creates a culture of drive and excellence through supporting and managing the team
-Recognises opportunities for training and up-skilling to develop and progress members of the team
- Ambassador of Customer Service with proven ability of expectation management
- Exceptional communicator with excellent interpersonal skills
- Confident and professionally able to have challenging conversations
- Experience delivering customer service to a diverse customer group
- Previous experience managing a team
- Driven to deliver results and constantly improve standards