Retail Support Centre, Cherry Tree Road , Watford, WD246SH
|Contract Hours:||Full Time|
|Closing Date:||No Closing Date|
Mothercare UK are looking for a Customer Service Manager to join the digital team in our Watford head office.
This role is accountable for the development and delivery of all points of customer contact as well as ensuring all operational processes are optimised to deliver the greatest level of customer experience.
The successful candidate will provide leadership to the in-house customer service function and own the digital roadmap - working with business stakeholders to prioritise projects based on business impact, all with the whilst focusing on the customer.
Own the digital business roadmap to deliver an improved digital service to our customers
Drive improvements to the Mothercare websites, led by customer feedback and data insights
Accountable for championing issues which affect the customer cross-functionally, ensuring that the customer is always considered in more strategic changes
Partner with key stakeholders to influence the ongoing development of an omni channel customer journey
Promote innovative ways of embedding 'customer centric' thinking into business operations
Manage and develop close working relationships with technology suppliers to ensure technology meets the current and future needs of the business
Accountable for the robust management of departmental budgets, working with finance team and achievement of cost control
Ensure there are mechanisms for feedback and trends to be identified by utilising the outsourced customer service team as a 'temperature check' for the company and its level of customer service
Lead, manage, motivate and develop the internal customer service team to ensure a high performing team and service
Maintain awareness and knowledge of key customer issues and serious customer complaints and provide suitable interpretation and solutions to relevant teams including directors.
Accountable for effective and robust contract management of the outsourced customer service team ensuring the management and development of close working relationships with the team
Ensure the activities of the outsourced customer service team meet with organisational requirements
Accountable for a step-change in service provision within the outsourced customer service team as the customer service proposition is developed
• A robust customer service background in an omni channel retailer • Successful management of projects and budget • Experience of managing third party service providers • Evidence of analytical skills and appetite for problem diagnosis and solving • Excellent communication skills both verbal and written What We Offer: • Competitive Salary plus bonus • Private medical insurance • 25 days holiday plus a ‘Mothercare Day’ and Bank Holidays • Flexible working • Yoga and Bootcamp classes • Staff discount • On-site cost price staff shop where all proceeds are donated to charity
Born in 1961, Mothercare has been a favourite of mums and dads for over 50 years In the last few years we’ve been on quite a journey. We’ve invested in positive changes to transform us into a digitally led business, with modern stores and infrastructure. What remains is our brand heritage, the expertise of our people and the pride and passion in everything that we do.
We’re honoured to help, support and inspire mums and dads as they take on the most magical and important job they can do. We pride ourselves on being the place to go to for all parenting needs including award winning clothing collections, quality home & travel products and that all important expert help and advice.
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