Customer Service Manager

Lenstore ,
London, Greater London
More Details
Job Type: Full-time
Salary: £35,000 per annum

Overview

Lenstore is an exciting e-commerce company operating in London, which ranked 10th in the 2012 Sunday Times Fast Track 100. Launched in 2008, the company has rapidly become the top online retailer of contact lenses in the UK and is now in an exciting phase of its development. We are currently looking for efficient, organised and proactive people to join our distribution / warehouse team on a full-time basis. Leading and developing a motivated and efficient customer services team for or UK and European customers. This is a role accountable for delivery of ongoing efficiency savings as we utilise more technology balanced with maintaining a motivated, capable and performing team. Principle accountabilities: Managing and developing high performing team leaders (currently 3 in total) Scoping and updating policies and procedures to support customer retention and our Lenstore brand Lead continual improvement in both efficiency through cost to serve and customer satisfaction Set and review KPI’s to enhance performance through target setting and monthly incentive bonus Brilliant workforce planning and forecasting to ensure resourcing is right to meet capacity requirements Point of escalation and role model for both employee relations and customer satisfaction Work cross functionally with marketing, operations and tech to provide a feedback loop giving insights to improving customer satisfaction, loyalty and trust Lead on customer services requirements to ensure data protection and GDPR compliance at all times Knowledge: Zendesk or similar customer support ticketing system Basic understanding of data protection/GDPR Working knowledge of MS Office Customer services and associated metrics Experience: Minimum of 18 months experience of people management and development Reporting and analytics to give insights for business decision making Continuous improvement in driing efficiency through the use of technology Basic project management Behaviours: Passion for creating motivated and high performing teams High attention to detail Ability to prioritise and work smartly when feeling under pressure Committed to the delivery of KPI’s and deadlines. Caring about the success of others before own success Develops strong and trusted relationships that enable collaborative cross functional working Context: As Lenstore enters an important growth phase this role is critical to ensure a lean customer service teams that balances commercial cost to serve with a level of customer service that our customers value. Needless to say inspiring and motivating as a leader is critical to success in this role. The current team is approximately 25 head count and is unlikely to grow in numbers as we focus on operational excellence to drive efficiency. Benefits: 25 days holiday per year increasing with service public holidays Free eyewear worth £550 provided annually to be used at Vision Express Friends & family voucher codes provided every 6 months to be used at Vision Express Access to Vision Express BenPal scheme for discounts on: Pension schemes, Healthcare, Experience days, Retail vouchers, Cycle to Work, Gym membership, Diners cards Staff discount on orders placed at Lenstore Regular Company lunches (Crepes, Pizza, etc) Summer & Christmas celebrations Team activities Breakfast and snacks provided throughout the week

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