WOW Recruitment are searching for a Team Leader or Customer Service Manager looking to take their next step. This is an opportunity to join a well-established eCommerce and gifting business in a Customer Experience Manager position, overseeing customer service operations across multiple brands.
This role will suit someone who enjoys balancing leadership with day-to-day involvement - someone who can roll up their sleeves while also driving meaningful operational improvements. You’ll play a key role in shaping the customer experience function, introducing stronger reporting and accountability.
What’s in it for you?
- Opportunity to make a genuine impact and shape the Customer Experience function
- The ability to drive change and influence senior leadership
- Join a business that's growing year on year
- Staff product discounts
- Parking onsite
- Bonuses
- Leading and developing a team of 4 Customer Service professionals, creating greater structure, accountability and engagement
- Managing customer experience and ticket management across three brands
- Handling customer complaints and escalations while improving service outcomes
- Introducing better customer experience processes, efficiencies and operational improvements
- Building dashboards, reporting and meaningful CX metrics/KPIs to improve visibility and performance
- Working closely with senior leadership, contributing ideas and recommendations to improve customer outcomes
- Supporting customer enquiries and phones when required in a hands-on role
- Overseeing light office administration including supplies and team event coordination
- Navigating a fast-paced peak trading environment during the Christmas period
- An experienced Customer Service Team Leader/Manager with a track record of leading great teams
- Someone who enjoys building structure, processes and accountability in evolving environments
- Comfortable balancing strategy with a hands-on approach to day-to-day operations
- Experienced using customer service and eCommerce systems such as Gorgias, Zendesk, Shopify, Klaviyo
- Confident working with reporting, dashboards, metrics and service improvement initiatives
- Resilient, adaptable and able to thrive in high-volume, fast-paced environments
- Comfortable influencing stakeholders and contributing ideas at a leadership level
