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Customer Service Manager

  • Department: Customer Service
  • Location: Hammersmith
  • Job type: Full Time
  • Contract Type: Fixed Term
  • Job reference: VAC- 6858

Our mission remains unchanged: to service the needs and aspirations of our customers and help create new stories, to take pleasure in making marked moments of delight. Whoever our customers are and wherever they come from, they can expect to be treated with grace, courtesy and care. 

About You
You are a strategy focused manager who also loves to motivate a team. You are energetic and take care in your approach with your team. You’re always thinking outside the box to innovate your area.  You have a genuine passion for going that extra mile, not just with customers, but with your team by training, mentoring and supporting them in their career development. 

What to Expect

The Customer Service Manager motivates and inspires the team to deliver exceptional service and experience for all Harrods customers, through every contact channel, across all touch points. Ensuring all customers receive a personalised and welcoming experience, you will encourage the team to share their knowledge of our products, services and the history & heritage of Harrods.

The Customer Service Manager will role model the Harrods values and positively influence the team whilst driving standards, KPI’s and service improvements with the customer at the heart of decision making

  • Motivate the team to adopt a customer focused and tailored approach, whilst engaging customers through their preferred channel.
  • Work collaboratively across teams to get the right solution for the customer within the shortest possible time frame.
  • Empower the team to resolve queries on first contact, minimising future contacts and simplifying processes for the benefit of the customer.
  • Manage escalated calls and give the customer confidence that any escalations will be resolved with the upmost efficiency.
  • Build a business network and work collaboratively with stakeholders at all levels to drive customer focused improvements.
  • Proactively drive and implement the continued growth and development of the contact centre through strategic recommendations for improvement; proactively seeking out new ways of working by analysing the trends/patterns in customer feedback and statistics.
  • Keeps up to date with industry trends, conducting regular competitor research and anticipating changes in the customer needs and behaviour
  • Provide regular and honest developmental feedback to direct reports and colleagues.
  • Conduct quarterly & annual performance reviews and manage the team in line with the Harrods People Management Policy E.g. Attendance, Punctuality or Behaviour.
  • Recruit, identify and nurture talent, creating a clear succession plan
  • Plan and deliver motivational team meetings covering business updates, SLAs, customer stories and team successes.
  • Inspire an exceptional service culture through innovation, collaboration and creativity that embodies our brand values.
  • Deputise for the Customer Service General Manager, ensuring the smooth running of the department.

What is important? 
Our team believe in hard work. We celebrate each other’s success and are always honest with each other. We believe that at Harrods, we have no limit in exceeding customers expectations. We always help each other and have trust in each other.

Our Promise to You
At Harrods we believe nothing is impossible. We drive ourselves and inspire others to always push for more. This passion to exceed is what sets us apart. We are proud to be a place where standing out means being yourself.

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