Job Description
Are you a customer service expert looking for a new challenge? Do you have a passion for delivering exceptional customer experiences and driving business growth? If so, we have an exciting opportunity for you to join arenaflex as a Customer Service Manager. **About arenaflex** arenaflex is a leading retail company that is dedicated to providing high-quality products and services to our customers. We are committed to delivering exceptional customer experiences and building strong relationships with our customers. Our team is passionate about innovation, customer satisfaction, and employee development. **Job Summary** As a Customer Service Manager at arenaflex, you will be responsible for managing and supporting our outsourced contact centre to ensure high levels of quality, productivity, efficiency, and knowledge. You will work closely with internal teams and external partners to drive change and improve the customer service proposition. Your primary goal will be to ensure that our customers receive exceptional service and that our business achieves its sales and profitability targets. **Key Responsibilities** * Drive change as required by working closely with the outsourced contact centre and internal businesses on ways to improve the customer service proposition * Ensure the outsourced contact centre hits weekly sales targets for telephone order line to drive a profitable channel * Develop and implement new systems and processes to improve service proposition and work with third-party supplier to produce relevant training guides * Be the escalation point to the third-party supplier for all customer enquiries for both businesses * Ensure the outsourced contact centre are achieving their KPIs and that contracted SLAs are met * Provide feedback on all trending complaints to the different trading teams and implement improvements where necessary to improve the customer experience * Support the outsourced contact centre with training as required on all aspects of customer service including company policies and processes for both businesses * Closely monitor and report on customer service performance and take appropriate action if required * Communicate all trading plans, key launches, and events for both business to the outsourced contact centre * Request and issue of customer cheques * Request refunds by BACS * Liaise with both QC departments on quality and customer feedback * Manage multiple payment platforms and review and monitor potential fraudulent transactions and escalate to the appropriate department * Update the loyalty database with change of customer details * Hold weekly meetings with the outsourced contact centre * Attend monthly and quarterly business reviews with outsourced contact centre in person on the contact centre's premises in Sheffield * Respond to Trust Pilot Reviews for both brands calling out any key trends to the trading teams * Respond to Bazaarvoice enquiries and share regular reporting on feedback to the trading team * Issue gift cards for customer complaints **Person Specification** * Experience working within a Customer Service Management role * Experience analysing and interpreting basic data sets * Understanding of payment platforms, including PayPal * Demonstrate the ability to engage and collaborate with internal teams and external partners to problem-solve * High attention to detail and methodical approach * Creative thinker and the ability to make decisions to achieve success **Essential Qualifications** * Bachelor's degree in Business Administration, Marketing, or a related field * Proven experience in customer service management * Strong analytical and problem-solving skills * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment and meet deadlines **Preferred Qualifications** * Master's degree in Business Administration, Marketing, or a related field * Experience working in a retail or e-commerce environment * Knowledge of customer relationship management (CRM) software * Experience with data analysis and reporting * Certification in customer service or a related field **Skills and Competencies** * Strong leadership and management skills * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment and meet deadlines * Strong analytical and problem-solving skills * Ability to engage and collaborate with internal teams and external partners * High attention to detail and methodical approach * Creative thinker and the ability to make decisions to achieve success * Strong knowledge of customer service principles and practices * Ability to work with multiple stakeholders, including customers, internal teams, and external partners **Career Growth Opportunities and Learning Benefits** * arenaflex offers a comprehensive training program to help you develop your skills and knowledge * Opportunities for career growth and advancement within the company * Collaborative and dynamic work environment * Competitive salary and benefits package * Recognition and rewards for outstanding performance * Opportunities for professional development and continuing education **Work Environment and Company Culture** * arenaflex is a fast-paced and dynamic retail company that is committed to delivering exceptional customer experiences * Our team is passionate about innovation, customer satisfaction, and employee development * We offer a collaborative and supportive work environment that encourages creativity and innovation * Our company culture is built on a foundation of respect, integrity, and open communication **Compensation, Perks, and Benefits** * Competitive salary and benefits package * Recognition and rewards for outstanding performance * Opportunities for professional development and continuing education * Collaborative and dynamic work environment * Flexible work arrangements and work-life balance * Comprehensive training program to help you develop your skills and knowledge **How to Apply** If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity. Apply for this job