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Senior Customer Service Manager

1 month ago

Peterborough, Ontario, Canada EasyWeb Agency Full time
Job Summary

We are seeking an experienced Senior Customer Service Manager to lead our customer relations function and drive best-in-class service delivery.

This strategic role will focus on evolving our customer relations function, with a strong emphasis on implementing a live chat tool and improving customer experience.

The ideal candidate will have experience working in management roles within a fast-moving telephone/email based Customer Service function and a proven track record of delivering excellent customer service.

The role is based in Peterborough with hybrid working available, and offers a brilliant foundation for you to continue developing your skills and expertise.

Key Responsibilities:

  • Lead the customer relations function and drive service delivery excellence
  • Implement a live chat tool to improve customer experience
  • Develop and implement strategies to improve customer satisfaction and loyalty
  • Manage a team of customer service representatives and provide coaching and development opportunities
  • Collaborate with other departments to ensure seamless service delivery

Benefits:

  • 28 days paid holiday (plus bank holidays)
  • Choice of Pension Schemes including a Defined Benefit Scheme with a 7.5% member contribution or a Defined Contribution Scheme with a 4% member contribution and 4% employer contribution, both pension schemes provide Life Insurance Cover
  • Option to purchase additional holiday of up to 2 of your working weeks (at manager's discretion)
  • Employee Assistance Programme
  • Hapi Benefits App with multiple discounts
  • Cycle to work scheme

We are an equal opportunities employer and welcome applications from all qualified candidates.