KT & Coe Recruit are delighted to be supporting a fantastic business who are in search of a Customer Services Manager this is to lead Sales , Customer Care teams & resource planning to deliver strong performance, excellent customer experience, and improved commercial outcomes. Balance service quality, efficiency, and sales through effective planning, leadership, and continuous improvement.
Role overview
*Drive a high-performance sales culture and exceed targets
*Improve conversion, AOV, and revenue using data insights
*Ensure sales compliance and consistent standards
*Deliver high-quality, empathetic customer care
*Handle and resolve complaints effectively
*Use data to identify issues and improve processes
*Lead continuous improvement initiatives
*Maintain clear processes and knowledge resources
*Monitor performance and act on risks/opportunities
*Collaborate across teams to improve customer experience
*Champion systems and technology improvements
*Develop and support Team Leaders and their teams
Key Skills
*Collaborative and approachable
*Positive, proactive mindset
*Organised and reliable
*Strong communicator
*Empathetic and authentic
Essential experience
*3+ years contact centre leadership experience
*Experience managing large teams
*Strong analytical skills
*Retail/e-commerce background
*Workforce planning knowledge
*Customer Care and Sales experience
*Confident communicator and influencer
.Contact Katie or Tasha to discuss further