KT & Coe Recruit are delighted to be supporting a fantastic business who are in search of a Customer Services Manager this is to lead Sales , Customer Care teams & resource planning to deliver strong performance, excellent customer experience, and improved commercial outcomes. Balance service quality, efficiency, and sales through effective planning, leadership, and continuous improvement.

Role overview

• Drive a high-performance sales culture and exceed targets
• Improve conversion, AOV, and revenue using data insights
• Ensure sales compliance and consistent standards
• Deliver high-quality, empathetic customer care
• Handle and resolve complaints effectively
• Use data to identify issues and improve processes
• Lead continuous improvement initiatives
• Maintain clear processes and knowledge resources
• Monitor performance and act on risks/opportunities
• Collaborate across teams to improve customer experience
• Champion systems and technology improvements
• Develop and support Team Leaders and their teams

Key Skills

• Collaborative and approachable
• Positive, proactive mindset
• Organised and reliable
• Strong communicator
• Empathetic and authentic

Essential experience

• 3+ years contact centre leadership experience
• Experience managing large teams
• Strong analytical skills
• Retail/e-commerce background
• Workforce planning knowledge
• Customer Care and Sales experience
• Confident communicator and influencer

.Contact Katie or Tasha to discuss further