A fantastic opportunity has arisen for an experienced Customer Service Manager to join Skinnydip! We are looking for a talented individual to join and lead the Customer Service team. You will be responsible for a small team and you will oversee all customer communications, managing returns and ensuring customer satisfaction.

Responsibilities:

• Provide hands on day to day leadership and support to the Customer Service team to enable them to effectively support customer requirements and demand.
• Provide training and guidance to a team of customer service representatives encouraging them to work to the best of their ability whilst delivering a high standard of customer service.
• Going above and beyond for customers to improve customer experience with Skinnydip to encourage repeat visitors – thinking creatively about ways to optimise all customer experiences.
• Monitoring all customer interactions and creating reports analyzing the service that is being provided to customers.
• Setting individual and team targets for all representatives to help maximize performance
• Investigate and solve customer’s problems that may be passed on by Customer Service Representatives.
• Improve customer service procedures, policies and standards in the department and across the business ensuring we are always putting the customer first.
• Ensure representatives are keeping accurate records of all correspondence with customers and monitoring any trends.
• Securely recording customer data, ensuring all information & financial records are kept private and secure – where necessary making sure we are GDPR compliant.
• Ensure we are following communication procedures and guidelines.
• Being a problem solver to help frustrated customers and to turn their experience into a positive one.
• Master our internal management system to efficiently and effectively help our customers.

What we need from you?

• Experience running a small team of Customer Service Representatives, responsible for their, training and development.
• Extensive understanding of Customer Service CRM systems and programmes.
• Outstanding written/email skills; able to write content and communicate in a clear, well-written style in keeping with Skinnydip brand guidelines.
• Excellent oral/telephone communication and inter-personal skills; able to form effective relationships with customers and employees.
• Additional languages advantageous.
• Ability to effectively handle all types of customer enquiry from product assistance to complaints.
• Highly skilled operating with Microsoft Office packages, specifically Excel.
• A genuine desire and enjoyment in helping customers and championing our service and values.
• You must possess high levels of accuracy paired with impeccable attention to detail.
• A positive, enthusiastic, and motivated individual capable of inspiring a team.

How to apply?

Please email your CV to joincustomerservice@skinnydiplondon.com