Customer Services Assistant Manager -

My client is looking for someone someone who fully embraces world class service to join their growing and friendly team. They pride ourselves on making a difference to our customers and to be a step above the competition in our quality, care and attention. This role requires someone that is used to managing direct report and has Customer Service experience within an ecommerce logistics background.

Key Responsibilities for Customer Services Assistant Manager :

- Schedule monthly 1:1’s with direct reports (Team Leaders & CS Support) - lead, mentor and coach them to achieve their targets

- Welcome, train and embed new starters into the team before handing over to their Team Leader

- Closely monitor new starters during the probation period to ensure training & KPIs are on target

- Take ownership of the PDP & Training Programme in the CS Department.

- Produce reports/summaries of the team’s skill levels & ensure SMART targets are on track, supporting development and succession planning

- Manage annual leave, sickness and overtime, ensuring adequate cover is maintained at all times

- Act as an escalation point and provide guidance on best practice

- Deliver quality, care and attention to customers at all times

- Develop and demonstrate finger-tip knowledge of processes, keeping up to date with change

- Create/update and maintain SOP documents and knowledgebase resources

- Manage and update service alert notifications ensuring a timely turnaround to customers at all times

- Provide feedback to the CS Manager about the team, customer experience and any wider issues that may arise

- Provide assistance to the CS Manager & Head of CS with any ad-hoc requests, reports and projects

- To be involved in the department’s road map, working closely with the CS Manager & Head of CS

- Act as a point of contact and provide cover in the absence of the CS Manager

- All other reasonable requirements as specified by senior management

Key skills & competencies for Customer Services Assistant Manager:

- Genuine passion for customer care and quality service

- Excellent people management skills & demonstrate emotional intelligence

- Ability to lead, motivate, coach and mentor others

- Confidence in managing challenging conversations should they arise i.e. performance management

- Excellent listening & communication skills – written and verbal

- Ability to prioritise and multi-task

- Demonstrates honesty and integrity

- Fast learner, adaptable & resilient – able to thrive in a fast-paced environment & work under pressure with positivity and a sleeves-rolled-up attitude

- Attention to detail and accuracy, checking systems and spotting discrepancies

- Ability to think outside the box and challenge when something doesn’t seem right

- Problem solving & decision making - thinks about problems carefully before action, asks the right questions and seeks solutions

- Highly motivated – demonstrates a commitment to getting things done, follows tasks through

- Comfortable with working remotely & can also work as part of a team

- Confident using various computer systems & basic Microsoft Outlook/Word/Excel/PowerPoint skills

Experience required for Customer Services Assistant Manager

- 2+ years in Customer Service in a Team Leader or Assistant Manager role with management of direct reports

- Experience in the eCommerce or logistics sector would be an advantage

Full 1:1 training will be provided.