We are proud to be representing a leading sport apparel brand in the recruitment of a Customer Service Manager for their international customer service department. In this role you will be leading a team of Foreign Language Customer Support Executives and Team Leader to deliver a world class customer experience.

This role is ideal for someone who is genuinely passionate about coaching, developing and managing a team to ensure they consistently deliver excellent service to their customers.

Responsibility;

Collaboration - Maintaining strong relationships with relevant stakeholders across the business, keeping up to date on upcoming campaigns and events and keeping every team member informed and knowledgeable.

Product - Feeding back any issues/suggestions and obtaining product knowledge from them. NPD and product information. Working with a small group of product experts within the CS team.

Community - Working with the community experience team to understand our future plans (social posts, etc.) and share any areas of opportunity to proactive deal with community questions via Social Media

Events - Sharing information with the about events and preparing any content responses for customer questions.

Trading - Understand upcoming trading campaigns/sales and plan/prep any content responses as well as ensuring Foreign Language FAQ pages are kept up to date.

Talent/People - Responsible for the staff allocation and the recruitment of the FL team, and the process of temporary staff around peak periods

Process & Training Team - Provide insight and feedback to Process, Training and Quality team on processes & make recommendations for improvement

US and UK CS Team - Regular communication with Management and Senior Management teams to ensure consistency across the whole department, including our US office.

Analytics

Utilizing data and forecasts to grow the team based on customer demand, allocating staff across shift patterns when necessary to maintain/enhance service delivery during territory specific campaigns.

Utilizing data and forecasts to review the structure and shift pattern of the team regularly to meet the demand of the customer alongside Senior Management.

Identify performance and productivity concerns, setting objectives and action points for the relevant agent or team.

Monitor the age and volume of interactions within queues to manage any backlog and allocate agents accordingly.

Knowledge and Opportunity

Deep understanding of the customer support department processes, policies and procedures.

Understanding the needs/wants of the customer within each territory and adapting the service delivery to meet and exceed them.
Passionate about Customer Experience & able to spread this passion within their team.
Able to make agile decisions when problems occur with customer experience at the heart of their decision making
Develop, create and translate content for customer communications (ex. FAQ or Macros) whilst maintaining the company tone of voice.

People and Performance Management

Management of a growing Foreign Language Customer Support team and Team leader.

Coordinate daily team meetings with the aim of providing updates, setting clear goals and allocating resources effectively.

Managing Agent Performance: Ensuring agents meet set targets and KPIs (CSAT, Quality & echo targets)

Setting the culture of the Foreign Language team, aligned with company values.

Personal development. Supporting your team to grow and develop as individuals in line with their own personal goals.

Delegate tasks to Team Leader

Coach, Mentor and Lead team to reach departmental and personal objectives using internal systems to track and monitor success.

Manage and authorise overtime and timesheets

Essential Qualities:

Management experience (at least 1 year)
Excellent leader of people
Proven experience coaching/mentoring/ developing a team
Experience in a fast-pace customer facing role
Complaint handling, escalation response
Good Tech ability, use of CRM systems or similar
Strong communication and written skills
Ability to build and maintain relationships with internal and external stakeholders.
Problem solver/solution focused
Previous performance management experience

Preferred Qualities:

Previous experience as a high performing customer service-based agent/adviser
Experience of leading a large team across varying shift pattern
Understanding of data analysis

Benefits:

50% discount on clothing
Free on-site parking
Laptop provided
Monthly Sports Massages
Health Insurance
Gym Membership
Perk box membership
Bonus paid quarterly linked to company performance
25 days annual leave + bank holidays + birthday
Pension auto-enrolment

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.