Senior Customer Service Manager

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About Matalan

From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.

We know as a team, we are stronger together - we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.

We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don't hesitate to let us know.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

About the role

As Senior Customer Services Manager, your role is responsible for the development and delivery of a Customer Service Strategy that puts the customer at the heart of Matalan. Representing Customer Service across the business, to drive customer centricity, innovation and continuous improvement.

You will be accountable for operational delivery of multi-channel customer service through a third party Contact Centre and the Support Hub Team. Ensuring a balance of cost, quality and productivity SLA's are met.

What You Will Do:

• Drive CSAT and quality of service measures.
• Budget and volume planning to meet business requirements and customer needs. Review performance against plans/ forecast.
• Lead the Contact Centre to generate revenue with a 'sales through service' lens.
• Manage complex/ escalated customer complaints through to resolution with learnings to drive continuous improvement.

About You

• Extensive experience leading operations customer service teams. Including management of Outsourced partners.
• Understanding of the wider business impacts on customer service.
• Strong people leadership skills.
• Ability to work in a fast paced retail environment.
• Strong communication and influence effectively at a senior level.
• Capable of interpreting and analysing data.
• Passionate about delivering a great customer experience.
• Stakeholder management
• Financial acumen
• Understanding of Contact Centre planning
• Delivering change
• Understanding of Contact Centre technologies

Benefits

In addition to competitive salaries, we also offer the below core benefits:

• 20% staff discount, which increases with length of service
• Thrive Recognition Scheme
• Wellbeing support provided by the Retail Trust
• Life Assurance
• Retail Rewards platform offering discounts for other retailers
• Pension Scheme
• Access to a wide range of career development
• Additional benefits may apply depending on your role and area of the business