Bonmarche
Customer Service Manager
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Customer Service Manager
Here at Bonmarche we are seeking a Customer Service Manager to join our Head Office at Wakefield.
The Customer Services Manager will manage and support the outsourced contact centre to ensure high levels of quality, productivity, efficiency, and knowledge to improve the customer service proposition and ensuring the telephone order line drives sales and profitability for both Bonmarche and Peacocks.
Key Responsibilities
- To drive change as required by working closely with the outsourced contact centre and internal businesses on ways to improve the customer service proposition.
- Ensure the outsourced contact centre hits weekly sales targets for telephone order line to drive a profitable channel.
- Develop and implement new systems and processes to improve service proposition and work with third party supplier to produce relevant training guides.
- Be the escalation point to the third-party supplier for all customer enquiries for both businesses.
- Ensure the outsourced contact centre are achieving their KPIs and that contracted SLAs are met.
- Provide feedback on all trending complaints to the different trading teams and implement improvements where necessary to improve the customer experience.
- Hold weekly meetings with the outsourced contact centre.
- Attend monthly and quarterly business reviews with outsourced contact centre in person on the contact centres premises in Sheffield.
- Provide feedback on all trending complaints to the different trading teams and implement improvements where necessary to improve the customer experience.
- To support the outsourced contact centre with training as required on all aspects of customer service including company policies and processes for both businesses.
- Closely monitor and report on customer service performance and take appropriate action if required.
- Communicate all trading plans, key launches and events for both business to the outsourced contact centre.
- Request and issue of customer cheques for Bonmarche.
- Request refunds by BACS for Peacocks.
- Liaise with both QC departments on quality and customer feedback.
- Manage multiple payment platforms and review and monitor potential fraudulent transactions and escalate to the appropriate department.
- Update the Bonmarche loyalty database with change of customer details.
- Respond to Bazaarvoice enquiries and share regular reporting on feedback to the trading team.
- Issue gift cards for customer complaints.
- Liaise with online concession suppliers to manage out of stocks and customer returns for Bonmarche.
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Person Specification
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- Previous experience within a Head Office Customer Service department.
- Experience working with an outsourcing Customer Service function.
- Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage customer journey.
- Excellent problem solving and decision-making abilities.
- Strong organisation skills and have the ability to manage multiple priorities.
- Ability to work under pressure.
- A will to win attitude with a results driven mindset.
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