Customer Service Manager

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Customer Service Manager
Location: Leeds Office

About Us:

When you join BOXT, you join more than a trailblazing installation company. You become part of a rapidly growing team of experts. A proud partner with EDF Energy, Worcester Bosch, B&Q, Tesla, and Rangers Football Club - among others. Backed by Brookfield and a part of the HomeServe group. And part of a team that works together to empower our customers' homes and lives.

BOXT offers...

• A great team culture - You will work across departments to make incredible things happen. Then, celebrate regularly with team socials and annual parties.
• A market-leading tech platform - Our team of developers is constantly improving our award-winning platform to support customers and engineers.
• Employee progression - We're passionate about our products and enjoy helping others. We also encourage extra training to support career progression.
• Customer champions - Our unique online journey empowers our customers. And through our award-winning app, we provide ongoing five-star support throughout the lifetime of our products.
• Award-winning products - We work with leading manufacturers to install high-quality products, with many being Which? and Quietmark approved.
• Global investors - We're proud to be backed by Brookfield and part of the HomeServe Group.

Job Summary:

As a Customer Service Manager, you will be responsible for understanding our customers' needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong relationships with our customers.

Key Responsibilities:

• Oversee the Customer Service team ensuring the team is running smoothly and efficiently and customer demand is managed through all contact channels into the business
• Implement team KPI's aligning them to core business objectives
• Support team members through effective coaching methods and relevant training
• Keep abreast of customer satisfaction feedback and use the insight to enhance the customer experience and team performance
• Manage the team day to day - ensuring the team is adequately resourced across the businesses operating hours across all contact channels (telephone, Live Chat & email)
• Assist the customer service team with complex enquiries providing sound advice
• Handle manager escalations through to customer satisfaction
• Work closely with operational teams to ensure consistent delivery of exceptional customer service
• Report on a regular basis performance against key metrics to the senior leadership team
• Maintain full accountability of the customer call routing system and Live Chat support platforms

Leadership Qualities:

• We are passionate about creating a positive working environment and collaborative team culture, so it's essential that as a people manager, you can make this happen within your team.
• You should be passionate about your team's development and wellbeing and support this through regular feedback, coaching, and check-ins.
• Our business is fast paced, so it's essential that you can make decisions under pressure whilst meeting KPIs and delivering great results.
• Work towards continuous development of processes to optimise performance and output.
• Ensure the team is compliant with data management and industry regulations and standards through guidance and support.
• Build great working relationships with stakeholders, ensuring that their needs are met.

Who you are:

• IT literate
• Professional and clear telephone manner
• Active listening skills
• Ability to use positive language
• Good command of English grammar and language for accuracy in written communication
• Understanding of a positive customer experience
• Familiar with owning a customer enquiry/ complaint through to resolution
• Experienced in delivering a right first time good outcome for a customer
• 2 years + experience in a similar role

• Familiar with call routing systems
• Experience of working in a fast paced, vibrant and at times, pressured environment
• Caring and compassionate nature

Benefits:

We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they've created a positive, welcoming environment for people to work and thrive within.

Your benefits include...

• 30 days of annual leave (plus bank holidays)
• Free tea, coffee, fruit, and breakfast
• Modern offices
• Social events
• Ongoing training and development opportunities
• Enhanced Family Friendly Benefits
• Private medical cover*
• Company pension
• Death in service benefit*

* After probationary period

How to Apply:

If you'd like to join the BOXT team, then please send an email with your CV and get creative to tell us why you think you'd be a great fit for this role and our team.