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Senior Customer Service Manager

Customer Service
Salary Details:
Competitive Salary plus Bonus
About The Company
Are you a driven individual with a passion for customer service? Due to Wren Kitchens growth, we are looking for a Senior Customer Service Manager to join the Customer Service team based in Barton Upon Humber.
Wren Kitchens is a truly passionate, family-run business, dedicated to delivering success with our strong commitment and loyalty to customer experience. In less than ten years, we have become the UK’s largest kitchen retailer. With 79 showrooms nationwide already, we will continue major expansion in the future.

This year also saw Wren named #1 top rated retail workplace in the UK. In addition to this, The Telegraph recognised us as the fastest growing bricks and mortar retailer with annual sales of over £500m and the Sunday Times ranked us as the 12th largest privately owned company in the UK.

About The Role
The Senior Customer Service Manager will be responsible for managing the performance of the customer service department, through coaching and continuous improvement based methods, to ensure optimal quality and consistency of resolutions and regulatory timescales are achieved, in line with Financial Ombudsman Service (FOS) and The Furniture Ombudsman (TFO). They will oversee the management and performance of our customer service team. They will manage, motivate and lead our customer service Supervisors and their teams. The individual will be an excellent problem solver with experience dealing with complex customer issues. They will play an instrumental part in developing our existing customer service process and procedures and support the development of our internal customer service management systems.
Key responsibilities of this role will include:
  • Overview, allocate and monitor caseloads at team and individual level to ensure advisors are engaging with FOS/TFO and internal/external solicitors where required
  • Manage complex, high risk and/or high profile/media complaint escalations and MD complaints.
  • Analyse the current customer service process and strategies to implement improvements inline with the needs of the department
  • Ensure Supervisors are operating with a fair and reasonable judgement to ensure appropriate and proportionate customer resolutions by reviewing evidence internally and from the customer
  • Design, delivery and measurement of key process to improve multiple KPIs throughout customer service
  • Lead and maximise the performance of the team, through proactively managing underperformance and rewarding succession
  • Oversee Quality Assurance teams to monitor process and procedure adherence to ensure the teams meet or exceed quality standards. Ensure all touch points are of consistently high quality inline with SLA’s
About You
Who are we looking for?
  • Proven experience in leading internal customer service teams
  • Excellent high profile/risk/media problem solving skills
  • Demonstrable and thorough understanding of all relevant aspects of legislation/requirements including FOS, TFO and Trading Standards
  • Experience in a complaints environment within the home improvement or retail sector is preferable but not essential
  • Experience working with key stakeholders within a business with the ability to strive when working under pressure