Customer Service Operations Lead
hace 7 horas
About Us
G-Star Raw is a denim-focused clothing company that values innovation, progress, and sustainability. As a key player in the fashion industry, we are committed to making a positive impact on both people and the planet.
Job Title: Customer Service Operations Lead
Location: Remote (or office based)
Salary: £55,000 - £65,000 per annum, depending on experience
Job Description:
We are seeking an experienced Customer Service Operations Lead to join our dynamic team. The successful candidate will be responsible for leading our customer service operations, ensuring seamless customer experiences across multiple channels.
Key Responsibilities:
- Manage and develop high-performing customer support teams, focusing on quality, efficiency, and customer satisfaction
- Collaborate with cross-functional teams, including customer experience, digital development, and trade, to identify areas for improvement and implement strategies to enhance customer experiences
- Develop and maintain key performance indicators (KPIs) to measure customer service success and continuously monitor and adjust processes to achieve targets
- Work closely with external partners to manage workforce management (WFM) processes, ensuring optimal staffing levels and effective cost management
- Monitor social media comments and review online feedback to identify trends and areas for improvement
- Provide coaching, training, and regular feedback to ensure continuous growth and development of customer support teams
Requirements:
To succeed in this role, you will need:
- A strong background in customer service operations, preferably in a similar industry or environment
- Proven leadership skills, with experience in managing high-performing teams
- Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders
- Strong analytical skills, with the ability to interpret data and drive business decisions
- Experience working with technology, such as CRM systems and workforce management tools
Benefits:
We offer a competitive salary and benefits package, including:
- A generous holiday allowance
- Pension scheme
- Life insurance
- Flexible working hours
- Ongoing professional development opportunities
What We Offer:
As a Customer Service Operations Lead at G-Star Raw, you will have the opportunity to make a meaningful impact on our customers' experiences. You will work collaboratively with a talented team to drive business growth and improve customer satisfaction. If you are passionate about delivering exceptional customer service and want to join a dynamic and innovative company, please apply now
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