Customer Service Manager London, England
Job description
About the role:
At Pinter, our mission is to make great tasting drinking accessible to as many people as possible and open a new world of Fresh Beer for all. We are rapidly growing as a business and are looking to grow even more within our Walthamstow facility.
We’re looking for a Customer Service Manager to manage our top-performing Customer Support Team.
The Customer Service team is at the heart of Pinter and drives customer loyalty, engagement and value by providing exceptional customer experiences across all channels and touch-points. This role will be responsible for ensuring all our Customer Support agents deliver this value. They should be a "people person" with the ability to moderate online and offline conversations with our community. Ultimately, the Customer Service Manager should be able to act as the face and voice of our brand and deliver best-in-class customer service.
Do you want to work in a high performing, outstanding customer care team that puts the customer at the heart of their everyday? Apply now!
Shift pattern: 8.45am-5.15pm, Mon-Fri
Responsibilities:
- Lead the Pinter Customer Service team, coaching and line managing all Customer Support Agents.
- Create a positive call centre atmosphere and an overall stimulating work environment.
- Motivating the team to help improve performance and in turn customer satisfaction.
- Improve current processes to achieve the highest level of efficiency possible.
- Provide reporting on the team’s performance SLAs and KPIs. As part of this, improve performance across the entire team and develop internal talent.
- Establishing a plan for supporting customers overseas as we embark on taking Pinter across the globe. As part of this, creating and leading the implementation of the propositions.
- Creating and improving reporting to provide accurate reports for the wider Pinter team.
- Attending key regularly business meetings such as Trading
- Lead Voice of the Customer meeting, alongside Community Manager.
- With support from Specialist Agents, coach and train the team on new processes.
- Help customers with more complex/escalated calls.
- Ensure the inbound and outbound workflow is managed and distributed fairly.
- Write and conduct performance evaluations as well as monitor the attendance and performance of each employee.
Job Types: Full-time, Permanent
Salary: £35,000.00-£45,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Paid volunteer time
- Sick pay
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
- No weekends
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in London
