Job Title

Join Our Team as a Customer Service Manager at Bonmarche!Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced retail environment. If so, we have a fantastic opportunity for you!The Customer Services Manager will manage and support the outsourced contact centre to ensure high levels of quality, productivity, efficiency and knowledge to improve the customer service proposition and ensuring the telephone order line drives sales and profitability for both Bonmarche and Peacocks.Key Responsibilities:To drive change as required by working closely with the outsourced contact centre and internal businesses on ways to improve the customer service propositionEnsure the outsourced contact centre hits weekly sales targets for telephone order line to drive a profitable channelDevelop and implement new systems and processes to improve service proposition and work with third party supplier to produce relevant training guidesBe the escalation point to the third-party supplier for all customer enquiries for both businessesEnsure the outsourced contact centre are achieving their KPIs and that contracted SLAs are metProvide feedback on all trending complaints to the different trading teams and implement improvements where necessary to improve the customer experienceTo support the outsourced contact centre with training as required on all aspects of customer service including company policies and processes for both businessesClosely monitor and report on customer service performance and take appropriate action if requiredCommunicate all trading plans, key launches and events for both business to the outsourced contact centreRequest and issue of customer chequesRequest refunds by BACSLiaise with both QC departments on quality and customer feedbackManage multiple payment platforms and review and monitor potential fraudulent transactions and escalate to the appropriate departmentUpdate the loyalty database with change of customer detailsHold weekly meetings with the outsourced contact centreAttend monthly and quarterly business reviews with outsourced contact centre in person on the contact centres premises in SheffieldRespond to Trust Pilot Reviews for both brands calling out any key trends to the trading teams.Respond to Bazaarvoice enquiries and share regular reporting on feedback to the trading teamIssue gift cards for customer complaintsPerson specificationExperience working within a Customer Service Management role.Experience analysing and interpreting basic data sets.Understanding of payment platforms, including PaypalDemonstrate the ability to engage and collaborate with internal teams and external partners to problem solveHigh Attention to detail and methodical approachCreative thinker and the ability to make decisions to achieve success