Customer Service Manager
Description
Who are OnBuy?
OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.
We have recently been named one of the UK's fastest-growing tech companies in Deloitte's Technology Fast 50 for the third year in a row (as well as 'Fastest-Growing Tech Business in the South West').
All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.
Working at OnBuy:
We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.
At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard.
We are a close team, who have the opportunity to learn and grow as OnBuy evolves. We work in a flexible way, meaning we can prioritise our health and relationships, but when we are working, we graft.
Job overview:
As the Customer Service Manager, you will be pivotal in overseeing and enhancing our customer service operations. You will oversee the leadership of our customer service team (in-house and outsourced) to ensure prompt and effective resolution of customer inquiries, complaints and disputes. This position requires a proactive and customer-centric individual with excellent communication and team management skills, the ability to plan, and a passion for delivering outstanding service.
Key Responsibilities:
Leadership and Team Management:
- Lead the team and oversee the day-to-day operations.
- Set performance targets, monitor KPIs, and oversee regular performance evaluations for team members.
- Manage, allocate and forecast resources effectively to meet customer and business needs.
- Recruit, lead, coach and develop customer support resource to provide best-in-class service.
- Assess skills gaps within the customer service team and deliver targeted training to equip representatives to resolve customer inquiries and issues.
- Design, develop and deploy effective training materials and processes to provide a rapid path to competence and drive continuous improvement within the team.
- Use your skills, organisation and experience to develop a multi-skilled team, maximising efficiency and ensuring all roles have effective cover options.
Customer Operations:
- Operational owner of all contact methods: currently helpdesk, chatbot and email.
- Monitor and evaluate customer service interactions to ensure they meet or exceed quality standards.
- Monitor and analyse customer contact metrics and performance data to identify areas for improvement and implement corrective actions.
- Ensure service level agreements (SLAs), response times, and quality standards are adhered to.
Customer Experience Enhancement:
- Identify trends, customer pain points, and areas for improvement through customer feedback analysis and market research.
- Develop and implement strategies to proactively address customer needs, resolve issues, and minimise customer complaints.
- Collaborate with cross-functional teams to drive customer-centric initiatives and enhance customer experience.
Requirements
- A proven track record in a customer service management role, ideally in both B2B and B2C markets.
- Strong leadership and people management skills, with the ability to motivate, coach and develop high-performing teams.
- Experience managing outsourced customer service teams
- Customer-centric mindset and a commitment to delivering an outstanding customer experience.
- Data-driven decision maker with the ability to leverage data to optimise sales strategies and team execution.
- Demonstrable experience of flexibility to adapt to a fast-paced and evolving business environment.
- Self-motivated and results-oriented, with a strong drive to achieve and succeed in a fast-paced, target-driven environment.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, stakeholders, and team members.
- Sound knowledge of contact centre technologies, CRM systems, and contact centre best practices.
- Familiarity with relevant software and tools for data analysis and process optimisation.
Benefits
The salary range on offer for this role is £35,000 - £40,000 per annum, depending on experience.
In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.