Customers Services Manager

Customer Service

• Work with our Head of Digital and Customer Experience to define and implement where required all aspects of the customer services environment including digital and phone contact systems, scripts, Ticket types, performance and KPI targets.
• Creation and the management of customer service policies, procedures and any required SOPs.
• Management of systems/software in order to elevate customer experience/improve efficiency with the customer needs at heart (e.g. Live Chat)
• Develop and implement strategies to improve team productivity, efficiency, and customer satisfaction levels.
• Handle escalated customer inquiries and complaints in a timely and effective manner, demonstrating a commitment to resolving issues and retaining customers.

Team Management

• Supervise and mange the Customer Services team – including 1-2-1s, appraisals, leading recruitment, devising and implementing the team and individual KPIs through to rota planning of shift patterns and responsibilities within the team.
• Provide guidance, support, and coaching to team members to ensure they meet performance targets and deliver exceptional service to customers, including monitoring the quality of our responses and highlighting any training needs amongst the team as necessary.
• Maintain a positive and motivating work environment that encourages teamwork, collaboration, and employee engagement.
• Management of complaints and complaint logging – working with our technical team and enabling broader business reporting.
• Supporting the relationship with the fulfilment agency by monitoring of issues raised by Customers including damages and technical reporting and looking for opportunities for improvement in getting product in customers hands in the best experience and cost effective way.

Reporting

• Responsible for reporting on activity within the Customer Service team and working with the Technical Team to understand the data needed for complaints reporting.
• Reviewing and reporting on customer responses to messaging/reviews and reporting monthly to identify themes on potential opportunities to lower customer contact.
• Monthly Board reports including key insights and recommendations.

Customer Experience

• Regular review of customer contact themes and working with the Digital team to ensure FG.com is supporting customers searching for information (e.g FAQs through to supporting content)
• Reviewing management of top tier customers (e.g. Subscribers / Regular high value purchasers) and establish best practice contact methodologies to encourage loyalty and retention.
• Stay informed about industry trends to support excellent customer experience and ensure alignment to development with FG.com.