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What’s the role about?

As part of the Herbert Parkinson Management Team, you will be accountable for leading and managing the Customer Service Team to deliver an excellent standard of service to our Customer Contact Centres and branches. You will be responsible for all aspects of operational performance: achievement of SLA’s, reporting on data & performance management within the Customer Service Team, contributing to the overall achievement of business KPIs.

Please note that this is a fixed term contract until November 2023.

What will you be doing?

• Manage the Customer Service Team effectively, ensuring strong performance output, response times are within SLA and of sufficient quality.

• Develop insightful customer service metrics such as call volumes and waiting times

• Support the development of strategic planning of customer service capabilities and cascade strategic plans, vision and associated activities.

• Identify and drive through process improvements within the customer service function

• Build strong relationships with key stakeholders within Contact Centres and branches.

• Develop & support Partners and team performance through the active use of coaching and mentoring from yourself and other stakeholders

What you'll have

• Relevant experience within a customer service environment

• People management experience

• Business-focused & results orientated

• Excellent communication skills with the ability to influence stakeholders

• Flexible, adaptable and able work well under pressure in a dynamic manufacturing environment

What else could you bring?

• 5 years + experience working within a customer service environment

• Recognised customer service qualification

• Knowledge of CRM systems

• Relevant experience in working in textile manufacturing

Application process:

The application form consists of a CV upload followed by application questions. Please ensure you refresh the page each time you complete a task to ensure you complete everything that you need to in time. (If internal, check your Workday notifications and see further guidance on the PDW under "Internal application process").

Please note:

We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply early.

Working in Partnership for a happier world - our shared Purpose that guides us in everything we do and inspires 3 important principles; happier people, happier business, happier world. The John Lewis Partnership is a truly unique business, one that seeks to make a positive difference to the lives of everyone.