What does the End goal look like ?
Our ultimate objective is to deliver exceptional customer support, ensuring that every interaction leaves customers delighted with their decision to choose us. Our customer support staff are expected to embody patience, courtesy, and kindness in every conversation, ensuring that all inquiries are promptly addressed.
When issues arise, our team is dedicated to swift resolution, prioritising customer satisfaction above all else. Internally, we foster a collaborative culture where information flows seamlessly, ensuring that no one holds crucial knowledge, enabling us to serve our customers more effectively.
Roles & Responsibilities
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Evaluate the areas of weakness : Create an effective plan to address all the problems and efficiencies we are currently experiencing in our support team.
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High Levels of customer satisfaction : Establish a robust system to track customer satisfaction and offering constructive criticism to customer care representatives when necessary
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Implementation of new systems : Research and assess what systems are required to increase efficiency and customer satisfaction while reducing resolution time.
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Recruitment : Assess the specific roles required and hire qualified individuals to effectively fill those positions.
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Team Building : To build a strong customer support team, foster a collaborative culture, recognize and develop talent, resolve conflicts promptly, and uphold high cultural standards. Address any cultural misalignment with clear feedback and necessary actions.
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Roles & Responsibilities : Define clear roles and expectations for each team member, set high standards for performance, and provide constructive feedback for improvement. Support skill development and collaboration among team members, and address performance issues promptly to maintain excellence and accountability within the team.
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Monitor Team Performance : Monthly review of team members to ensure they are maintaining high standards. Implement quality control measures to ensure consistent and high-quality customer interactions
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Escalated Customer issues : Develop processes for handling escalated issues and ensure prompt resolution. For example, should a customer want a manager call or want to speak to the manager you would have to speak to them.
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Knowledge Base : Create and maintain a comprehensive knowledge base for both the support team and customers.
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Brand Image : To cultivate a positive brand image and boost reviews on platforms like Trustpilot, Google, Feefo, and others, implement systematic approaches to encourage consistent reviews.
In addition to the outlined roles and responsibilities, the Group Customer Care Manager may be required to undertake other duties and tasks as assigned by management, reflecting the dynamic nature of the role and the evolving needs of the organisation
KPIs
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System Implementation and Efficiency
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Recruitment and Training
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Team Collaboration and Development
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Brand Reputation Management
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Customer Satisfaction Index (CSI)
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Resolution Time
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Employee Satisfaction and Retention
We are seeking a candidate who demonstrates strong initiative as a self-starter, capable of independently managing tasks. This role offers autonomy within defined parameters, with the expectation of consulting the Managing Director for significant decisions, such as hiring. Weekly meetings ensure alignment and progress tracking. The ideal candidate will exhibit high levels of motivation and determination to achieve goals. Additionally, a positive attitude is paramount, fostering effective collaboration across teams and avoiding a dismissive “Not my department” mindset.
Growth
Our group presently encompasses three furniture brands, with two additional brands in development. Upon achieving success in your role, you will progress to spearheading the establishment of new support teams, assuming the role of Group Customer Care Manager.
