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        • solihull, west midlands
        • permanent
        • £25,000 - £30,000 per year
        • randstad business support
        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 periodsProcess & Training Team - Provide insight and feedback to Process, Training and Quality team on processes & make recommendations for improvementUS and UK CS Team - Regular communication with Management and Senior Management teams to ensure consistency across the whole department, including our US office.AnalyticsUtilizing 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 makingDevelop, create and translate content for customer communications (ex. FAQ or Macros) whilst maintaining the company tone of voice. People and Performance ManagementManagement 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 teamExperience in a fast-pace customer facing roleComplaint handling, escalation responseGood Tech ability, use of CRM systems or similarStrong communication and written skillsAbility to build and maintain relationships with internal and external stakeholders. Problem solver/solution focusedPrevious performance management experiencePreferred Qualities: Previous experience as a high performing customer service-based agent/adviserExperience of leading a large team across varying shift patternUnderstanding of data analysis Benefits:50% discount on clothingFree on-site parkingLaptop providedMonthly Sports MassagesHealth InsuranceGym MembershipPerk box membershipBonus paid quarterly linked to company performance25 days annual leave + bank holidays + birthdayPension auto-enrolmentRandstad 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.
        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 periodsProcess & Training Team - Provide insight and feedback to Process, Training and Quality team on processes & make recommendations for improvementUS and UK CS Team - Regular communication with Management and Senior Management teams to ensure consistency across the whole department, including our US office.AnalyticsUtilizing 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 makingDevelop, create and translate content for customer communications (ex. FAQ or Macros) whilst maintaining the company tone of voice. People and Performance ManagementManagement 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 teamExperience in a fast-pace customer facing roleComplaint handling, escalation responseGood Tech ability, use of CRM systems or similarStrong communication and written skillsAbility to build and maintain relationships with internal and external stakeholders. Problem solver/solution focusedPrevious performance management experiencePreferred Qualities: Previous experience as a high performing customer service-based agent/adviserExperience of leading a large team across varying shift patternUnderstanding of data analysis Benefits:50% discount on clothingFree on-site parkingLaptop providedMonthly Sports MassagesHealth InsuranceGym MembershipPerk box membershipBonus paid quarterly linked to company performance25 days annual leave + bank holidays + birthdayPension auto-enrolmentRandstad 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.
        • coventry, west midlands
        • permanent
        • dependent on experience
        • randstad business support
        Are you available for immediate start? Looking for variety in your daily routine? Want to work in amazing, up to date offices? Have a passion for customer service? We have an exciting opportunity to join a fleet management company in Coventry. If you love working in a driven, customer focused and friendly environment then you'll feel right at home as part of this dedicated team. With the office conveniently located on a business park you never have to worry about parking. Shifts are Monday To Friday 7 - 3, 8 - 4, 9 - 5, 10 - 6Your Responsibilities:Support all customer requirements - inbound calls and emails Support all supplier requirements Deal with all queries on the phone and via onlineSee to the query process from start to finishDeal directly with clients keeping them updated on the progress of their orderMaintaining and delivering a first class customer service experience at all timesRepresenting the brand name in a positive and professional way at all timesHave a close eye for detail in all that you do You'll be expected to organise vehicle repairs and liaise between suppliers, repairers and customers. You will ensure that every customer receives the same level of assistance and guidance you yourself would expect. To deliver that you must be able to demonstrate the following skills and experience:Strong customer focus - At least 12 months experience in a customer service roleKnowledge/experience of vehicles/cars etc from a previous role would e beneficialEffective communication - both written and verbal.Problem solving skillsAbility to plan & organiseIT LiteracyProven ability to work under pressure - this can be an extremely busy environment Benefits:Shifts are 7-3 8-4 9-5 10-6 Salary of up to £21On-site parking and cycle storage28 days holidayFlexible benefitsIf your passion for cars drives you to deliver a high-quality personal service, no matter the query or enquirer then this is for you, apply today.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.
        Are you available for immediate start? Looking for variety in your daily routine? Want to work in amazing, up to date offices? Have a passion for customer service? We have an exciting opportunity to join a fleet management company in Coventry. If you love working in a driven, customer focused and friendly environment then you'll feel right at home as part of this dedicated team. With the office conveniently located on a business park you never have to worry about parking. Shifts are Monday To Friday 7 - 3, 8 - 4, 9 - 5, 10 - 6Your Responsibilities:Support all customer requirements - inbound calls and emails Support all supplier requirements Deal with all queries on the phone and via onlineSee to the query process from start to finishDeal directly with clients keeping them updated on the progress of their orderMaintaining and delivering a first class customer service experience at all timesRepresenting the brand name in a positive and professional way at all timesHave a close eye for detail in all that you do You'll be expected to organise vehicle repairs and liaise between suppliers, repairers and customers. You will ensure that every customer receives the same level of assistance and guidance you yourself would expect. To deliver that you must be able to demonstrate the following skills and experience:Strong customer focus - At least 12 months experience in a customer service roleKnowledge/experience of vehicles/cars etc from a previous role would e beneficialEffective communication - both written and verbal.Problem solving skillsAbility to plan & organiseIT LiteracyProven ability to work under pressure - this can be an extremely busy environment Benefits:Shifts are 7-3 8-4 9-5 10-6 Salary of up to £21On-site parking and cycle storage28 days holidayFlexible benefitsIf your passion for cars drives you to deliver a high-quality personal service, no matter the query or enquirer then this is for you, apply today.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.

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