Customer Service Manager
What you will be doing...
Reporting into the General Manager - Contact Centre Operations, the Customer Service Manager will lead, coach, and motivate the Messaging team to deliver a professional, VIP customer experience at all times. The Messaging team is responsible for answering all our customers’ written communications, Pre & Post travel and via several channels, primarily WhatsApp, In-App Chat and Live Chat. Customer retention is a key focus for the Messing Team. The Customer Service Manager will have management responsibility for a team of Team Leaders, and indirect responsibility for a team of 100+ FTE, ensuring our customers’ concerns are addressed in a timely manner, within strict SLA’s, driving first contact resolution and encouraging customer loyalty and retention. What will you do in the role?
- Driving first contact resolution and customer retention
- Delivering departmental SLAs and KPIs
- Managing the day-to-day workload of the team and balance resources
- Maintaining the relationship and performance of Open Destinations outsourced teams
- Ensuring consistency across all contact entry points (Email, WhatsApp, and Live Chat)
- Providing accurate Customer Insight to the business
- Driving the expansion of digital channels through the implementation of advanced chatbot solutions and emerging technologies.
- Developing your Team Leaders and supporting the development of the wider team
- Ownership of recruitment for the Messaging team
This role is available on a full time, permanent basis. This role is home-based and as such, the ability to be self-motivated and work well independently is crucial. We will provide you with your computer equipment, however a key requirement of the role is that you must have a suitable working space at home, along with a high-speed broadband connection. You must also be based in the UK.
What Skills & Experience will I need?
The successful candidate will have extensive people management skills, with a proven track record in Customer Service Delivery. A strong team manager, you will have previous experience of managing, motivating, and developing people to deliver business goals.
Proactive and adaptable, you will possess honed communication skills and will be able to build strong and effective working relationships with key stakeholders and suppliers. Experience of managing an outsourced operation is desirable. You will have excellent stakeholder management and communication skills (both written and verbal), with the ability to work across multiple departments with ease. A flexible approach to your workload is essential as you may be required to visit our bases, overseas destinations, and outsourced teams.
This is a great opportunity to be part of an exciting forward-thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 14 UK bases. Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!