Job Description

As the Assistant Customer Service Manager you will be supporting in the leadership, reporting and hands on staff management within a rapidly expanding department. You will be responsible for implementing and managing processes, ensuring the team are working to strict SLAs and KPIs and providing hands on management support in order to develop the Advisors and Team Leaders, through regular 121s, appraisals and performance reviews.

You will ensure the department runs smoothly at all times, and staff are aware of the expectations and deliver results with these in mind. You will support on wider projects for the customer service team and fully deputies for the Customer Service Manager in periods of absence.

You will run weekly and monthly reports, analyzing data, highlighting and identifying process improvements.

What's on Offer

• £30,000 - £32,000
• Chance to be part of a rapidly growing exciting business

Required Knowledge, Skills, and Abilities

The ideal individual for the Assistant Customer Service Manager role will: Lead from the front at all times, ensuring that KPIs and SLAs are managed and met at all times. Be a hands on, clear and direct people manager to ensure the team always understand expectations. Be highly analytical - able to look at and analyze data and make decisions to improve processes/ performance. Have worked in a product driven environment, ideally within an E-commerce business. Have managed a Call Centre & Customer Service team.