Monday , May 27 2024

Liberty London Careers – Customer Service Manager

Website Liberty London

Job Description:

We are looking for a Customer Service Manager based in our web team, to uphold and embody exceptional customer experience for Liberty. You will be responsible for the daily management of the department, ensuring the highest possible standards of customer care are delivered at all times. Daily support of managing a team of 30 plus FTE including 5 direct reports, dealing with first line customer support requests across multiple channels – including, email, telephone, social media and chat are forefront to this role.

Job Responsibilities:

  • Responsible ensuring the full and proper use of software within identified areas of responsibility, including but not limited to customer service help desk tool (Zendesk), call handling and routing (Mitel) and online risk reviews (Cybersource Decision Manager)
  • Supporting Team Leaders with managing daily workload distribution, ensuring all Channel KPIs are met with sufficient staff cover in place where required.
  • Monitors processes with integrity in line with company expectation and Customer Experience requirements
  • Identifies areas of opportunity and improvement, quantifying customer feedback and ensuring that all relevant follow-up is completed.
  • Accountable for quality of language used in all verbal and written communications, using appropriate tone of language for the channel being used.

Job Requirements:

  • Drives team through the setting and follow up of clear goals.
  • Attends and contributes to daily performance briefs.
  • Provide guidance and coaching for team members to develop capabilities that enable more efficient performance of duties.
  • Recognises opportunities for training and up-skilling to develop and progress members of the team
  • Deputises for the Customer Service Manager as required.
  • Plans and executes quarterly and annual performance reviews within appraisal windows.
  • Supports team leaders with staff coaching and performance management.

Job Details:

Company: Liberty London

Vacancy Type:  Full Time

Job Location: London, England, UK

Application Deadline: N/A

Apply Here