Job Description

Job Summary

Back Care Solutions provide ergonomic office solutions and mobility equipment to improve the comfort, support and wellbeing of people across the UK. This role will provide administrative support to the customer service team and requires a highly motivated, organised & customer-focused applicant with a friendly attitude.

We are seeking a proactive and experienced Customer Services Manager to lead our customer service department and ensure the highest levels of customer satisfaction. This role involves managing a team of customer service representatives, developing service procedures, and implementing strategies to improve the overall customer experience.

Duties and Responsibilities

Assisting & developing the customer service department with the below tasks:

Handle complex customer inquiries and complaints, ensuring timely and effective resolution.

Monitor and analyse customer service metrics (e.g., response time, satisfaction scores) and identify areas for improvement.

Train, coach, and appraise staff to deliver high-quality service.

Collaborate with other departments (e.g., Sales, Product, IT) to improve the customer journey.

Oversee customer feedback systems and escalate recurring issues to relevant teams.

Prepare regular reports on customer service performance and present findings to senior management.

Stay up to date with industry best practices and emerging trends in customer service.

Support Customer Service Team in day to day operations.

Ensuring regular updates are provided to customers on their order status

Ensure orders are raised accurately and efficiently

Develop staff communication to increase sales through customer relationship building and upselling

Assist with the day-to-day operations of customer service team to meet targets and KPI's

Key Competencies

Proven experience as a Customer Service Manager or similar leadership role.

Strong understanding of customer service software, databases, and tools.

Excellent communication, interpersonal, and conflict resolution skills.

Strong analytical and problem-solving abilities.

Ability to manage and motivate a team in a fast-paced environment.

Leadership and team management

Customer-centric mindset

Emotional intelligence

Organizational and multitasking skills

Decision-making and accountability

Corporate Responsibilities

1. Work in line with Back Care Solution's core values

2. Participate in Back Care Solution's Personal Review and Development Plan (PRDP) process

3. Comply with Back Care Solution's Equal Opportunities, Safeguarding, Data Protection, IT and Health and Safety policies

4. Undertake any additional learning and development considered relevant to the performance of the duties of this post and in furtherance of the company objectives

5. Adopt a coordinated and co-operative approach to working

6. Any other duties to reflect the changing workloads and priorities within the department

Job Types: Full-time, Permanent

Pay: 30,000.00-38,000.00 per year

Benefits:

Company events Free parking On-site gym On-site parking
Work Location: In person