Customer Service Manager

Job Introduction

Fantastic opportunity for an experienced Customer Service Manager to join the party at cardfactory - helping us to take customer service to the next level!

As one of the top five best big companies to work for, we are committed to providing our customers with the best possible service in relation to enquiries, requests, suggestions and complaints. You will realise this ambition by leading the team with clarity and enthusiasm, ensuring issues are resolved in a fair, prompt, friendly and consistent way. You’ll be curious around data and effective in its application, you’ll look to continuously refine our support and customer success processes to improve our products and services – enhancing the customer experience.

The successful candidate will be able to motivate and drive the customer service team, gaining trust and confidence through solid support, coaching and appreciation. If you are a customer service professional who really wants to make a difference then please get in touch!

We operate smart working principles at cardfactory, combining some days working from our support centre in Wakefield (1 day a week) with other days working remotely from home.

Main Responsibilities

• Lead a team of 15 customer service advisors (and 5 seasonal temporary advisors), from scheduling through to training, effective 121s and ensuring the support of personal development plans
• Form effective working relationships with all areas of the business (including suppliers)
• Manage and report on team performance against KPIs and customer data on contacts
• Ensure that internal systems support the team and collaborate with IT on any improvement projects
• Ensure internal systems have good quality supplier data, contact names, email addresses and conduct regular data cleanses
• Manage partner performance by reviewing monthly and escalating any concerns to Trading
• Own our Voice of Customer action group, influencing key representatives from across the business in order to affect positive change for the customer experience

Key accountabilities include:

• Quality relationships with senior leaders
• Define and implement operational processes that support customers’ needs and deliver great customer experiences
• Monthly reporting to Directors and Voice of Customer action group on team KPIs, customer contacts and key implications and recommendations
• Jointly own and lead on delivery of the customer service improvement plan (tech roadmap)
• An engaged and motivated team

The Ideal Candidate

• Experience working as a manager of a customer service-based team with a track record of driving customer satisfaction.
• Ability to define and implement operational processes that support customers’ needs and delivers great customer experiences
• An engaging, motivating, and inspirational people leader, who coaches colleagues to reach full potential
• Proficient in understanding data to make commercially sound recommendations
• Resilient, adaptive to change and excellent prioritisation skills
• Solutions focussed and ability to influence change.

About The Company

cardfactory is the UK’s leading specialist retailer of greeting cards, dressings, and gifts with over one thousand stores across the UK and Ireland.  In 2020 we launched our exciting 5-year business strategy including our vision of becoming a true Omni-channel retailer.  This strategy sees significant investment into our colleagues across the business creating multiple opportunities to join a fast-paced environment and be part of our exciting journey.  

In return, we offer a wide range of benefits to support your physical, mental, and financial well-being.

Benefits

• 25% cardfactory colleague discount in-store and online
• Save As You Earn scheme
• Financial Wellbeing Support       
  • Financial Education Tools
  • Salary Advance
• Seasonal incentive schemes
• Retail Management Apprenticeship Programmes with local providers with access to a virtual internal network for learning together
• Discounted mobile phone contracts
• Discounts across 100’s of UK retailers
• Employee Assistance Programme – access to tools to support mental, physical, and financial wellbeing
• Enhanced Family leave

This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now.

We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. 

No agencies, please.