My client is one of the fastest growing e-commerce companies in the UK, and is looking to make their first senior hire into their Customer Service team! This role will give full autonomy to the successful candidate to lead, develop and grow the customer service team, working to ensure that the service level provided is as high as possible to ensure the growth of the business continues at a successful, rapid rate! This role is an excellent opportunity for someone looking to manage a smaller team with more room for autonomy in developing and building a customer service team, or a highly successful manager to take a step up to a Head Of level!
Take complete ownership for the Customer Service team performance, growth and development, building and develop processes, introducing KPIs and implementing phone support
Managing the small team of customer service agents
Creating plans for the growth of the customer service team to match the rapid YoY growth of the business
Identifying trends in customer service enquiries and working with quality and manufacturing teams to ensure product issues are identified and resolved
The ideal candidate will have:
4+ years experience in an eCommerce Customer Service environment, with at least 1 year in a Head of or Management position
Experience of Customer Service project work such including implementations of new systems
Ambitious and bright, with a real passion for customer service and a drive to ensure the best possible levels of service
Degree is preferable but not essential
This is a fantastic opportunity for someone to really build a team in their own image and join an exciting, high growth company!