Customer Care Manager

From the time the Jaded customer orders, through to delivery to their home, our customer care team works to monitor customer orders and ensure seamless delivery to the customer. In the event a customer should contact our customer care team via email, live chat, or social media, the team is ready and empowered to provide flawless service and resolve the issue.
Responsibilities and Duties:
Manage, motivate, support, and coach the Customer Care Team
Continuously improve the customer experience, create engaged customers and facilitate organic growth
Review delivery proposition regularly with Head of Logistics
Track kpis and identify improvement areas
Measure and report on the team's productivity
Regular review of procedures and policies to ensure they provide the best customer experience
Ensure consistent delivery of tone of voice
Monitor and ensure accurate and complete flows of orders, payments, returns, refunds...
Dealing with customer queries and assisting with returns, exchanges, and any product faults, via email/live chat/social media
Access to Jaded social media accounts; responding to any customer comments with a positive and responsive voice that remains reflective of our audience and the brand
Escalate internally key customer concerns on social platforms with social team
Using several different customer service software, including Shopify/Gorgias
Resolve any relevant data flow and settings issues in the software used
Data entry, including:
Processing and updating the weekly dispatch, back order, and returns reports
Weekly collating of all data regarding the number of emails replied to, response times, returns processed, etc.
Liaising with the warehouse to ensure quick dispatch, order fulfilment, and delivery dates are met
Communicating with the Production and Social teams to ensure accurate product information and launch dates are correctly communicated
Organise team training on product for each launch across menswear and womenswear.
Demonstrating a great knowledge of our product and general love for the brand
Handle any shipping, size, or price issues across all platforms
Work towards a set of goals, targets, and KPI's
Requirements
Minimum 2 - 3 years experience as a Customer Care Manager for online stores - minimum 4 people.
Experience of managing a team.
Experience in managing Customer Service Systems
Proven experience managing a Customer Care Team
Working knowledge of customer service software, databases and tools
Dedicated to providing excellent customer service
A problem solver, able to take initiative
Strong client facing and communication skills, both written and verbal
Good knowledge of Excel and using Outlook emails
Diligent with strong organisational skills
Friendly and enthusiastic
Ability to work across weekends and evenings as needed to support the team
A real passion for fashion and the Jaded brand
Benefits
50% Employee Discount
24 days holiday per year (plus bank holidays)
A paid day off on your birthday
A paid moving day per year
Hybrid Working Arrangements - 1 day per week WFH
Pension Scheme (3% Jaded, 4% You)
Bonus Scheme
Employee Assistance Programme for you and your family
£500 employee referral bonus scheme
Local Business Discounts (joe and the juice, cafés, fitness, beauty etc)
North-West London office location directly located next to good transport links
Casual office dress code (your style of dress is up to you, wear what you feel best in)
Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies)
Regular Office Social Events (e.g. payday socials)