Customer Services Manager Norwich, England
Job description
About the Company
Founded in 2018, 7 Days Performance (www.7daysperformance.co.uk) is the leading UK Performance Car Raffle. Over the last 4 years, more than 11,000 prizes have been given away, worth over £46,000,000, including top performance cars such as: a Lamborghini Aventador, Porsche GT3 RS, McLaren 600LT & Ferrari 488 GTB. Due to our proprietary technology and customer centric approach, 7 Days Performance continues to grow year on year further securing our position as the market leading raffle site in the UK.
Instagram: https://instagram.com/7daysperformance?igshid=YmMyMTA2M2Y=
TikTok: https://www.tiktok.com/@7daysperformance
Job Summary:
- We are seeking a Senior Customer Services Manager with experience of handling customer queries for an online social first raffle brand.
- The primary responsibility of this role is to manage the response to customer queries and complaints across, email, social media and online reviews.
- And also to develop and execute policies to support and protect our customers.
Responsibilities
- Respond to customers including:
- Monitoring and responding to customer queries through email and social media.
- Monitoring and responding to comments on our social media.
- Drive towards industry best practice and standards around player protection, including:
- Developing and deploying customer policies and developing processes
- Evolving our terms and conditions
- Developing our website and web presence
- Communicating our values to our customers
- Build the capability of the department:
- Developing the customer service team
- Developing, monitoring and reporting metrics.
- Developing operations to become continuously more effective and efficient.
- Ensure that we can cover issues 7 days a week
About the candidate
- The online raffle, sector is similar to online gambling or finance sectors, where we often have to deal with customers sensitively and a good understanding of the legal and regulatory environment. Therefore you must demonstrate having worked in an industries where, you may deal with issues, with an awareness of broader complex and sensitive issues.
- Experience using customer service software and social media platforms
- Excellent organizational and time management skills
- Proactive and customer-focused mindset
- Ability to work under pressure and meet deadlines • Strong analytical and reporting skills
Job Types: Full-time, Permanent
Schedule:
- Flexitime
- Monday to Friday
- Night shift
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Commission pay
- Performance bonus
Ability to commute/relocate:
- Norwich: reliably commute or plan to relocate before starting work (required)
Work Location: In person
