Senior Customer Service Manager

Job DescriptionZachary Daniels are proud to be supporting a major retailer in their search for a Customer Service Manager to lead the service strategy for the business.About the roleAs our clients Customer Service Manager, your role will be responsible for the development and delivery of a Customer Service Strategy that puts our client's customer front and centre of everything they do. You will be representing Customer Service across the business, to drive customer centricity, innovation and continuous improvement. You will be accountable for operational delivery of multi-channel customer service through a third party Contact Centre and the Support Hub Team. Ensuring a balance of cost, quality, productivity and all SLA's are met. Most of all you need to passionate about great service.Key accountabilities of the Customer Service Manager roleTake ownership of the service strategy and measuresBudget planning and performance review against plans and forecast to ensure the customer needs are metLead the Contact Centre with a focus on generating salesManage complex or escalated customer complaints through to resolutionUse Continuous improvement to implement learningsAbout youTo be successful in our clients Customer Service Manager role you will need:Extensive experience in leading customer service teams including an outsourced modelUnderstanding of the impact on service for the wider retail businessExcellent people leadership skills with the ability to lead changeAbility to communicate and influence at a senior level with strong stakeholder management skillsExperience in working in a fast-paced retail environmentFinancial acumenUnderstanding of Contact Centre planningUnderstanding of Contact Centre technologyWhat's on offer for the Customer Service Manager positionOur client can offer a salary of up to £66,000 plus benefits packagePlease apply with your most recent CV.BBBH30423** NOTE - All emails from will be sent from the following domain @zacharydaniels.co.uk & we will never contact you via WhatsApp without calling you prior nor would we ever ask for any financial information **