Live Orders Team Manager

We're on the mission to find bright, passionate people who will help us deliver a knock-out service to our customers and make them go "Cor!".

As the Live Orders Manager, you'll be responsible for making sure we deliver an outstanding experience to our customers post-sale and pre-delivery at our Head Office Contact Centre. You'll personally take responsibility for representing our customers concerns and feedback as well as handling escalated customer complaints. Our customers are our most valuable asset and your role is key to making them smile!

Responsibilities include, proactively improving the customer experience, managing the Livewires Team as well as maintaining and creating new business reporting to identify trends in customer complaints, delivery issues & account for compensation given to customers.

Customer experience

  • Ensure outstanding customer service is being delivered by the Live Orders Team
  • Work with the Head of Customer Experience to create and deliver a plan to proactively contact customers pre-delivery to maintain and build relationships
  • Take personal responsibility for the development and retention of business by ensuring that the Live Order Team offer the highest levels of customer service
  • Ensure that a solution is found to all customer complaints and queries in a timely manner
  • Ensure the team are meeting agreed SLA targets for handling customer calls and emails
  • Identify opportunities for developing the Loaf tone of voice in communications with customers
  • Ensure that you and the team have excellent product knowledge at all times
  • Manage all customer complaints across our social media channels
  • Be able to empathise with our customer base and understand the core emotional trigger behind any complaints
  • Accountable for responding to Trustpilot reviews.

Team management

  • Be responsible for recruiting, training and developing individuals for the team
  • Communicate company updates via daily morning briefing to team of anything affecting the business or their daily operations
  • Manage customer escalations, daily tasks and spreadsheets from other teams in the business
  • Assign and delegate work to the team as appropriate managing call back lists and the team inbox
  • Ensure that all systems and processes are followed with regard to returns and refunds
  • Work closely with the Training Manager to identify needs and develop new training packages
  • Make sure that the team strike a balance between commercial sensibility and customer satisfaction when finding solutions to complaints
  • Carry out monthly 121s and performance reviews with each team member,
  • Hold team accountable against agreed KPIs for the Live Orders Team

Business processes & reporting

  • Complete all reporting for the Livewires Team as and when required
  • Identify trends through customer feedback/Gestures of Goodwill (GOG) report on items and report back to relevant departments
  • Work closely with the QC Manager in order to ensure that we proactively seek to improve the quality of our products and customer facing information
  • Work closely with the Deliveries Manager to monitor and report on delivery failures and customer complaints
  • Work with the accounts department to ensure the prompt payment of refunds

Skills and attributes

Essential:

  • Experience of managing busy, customer facing teams as a line manager
  • Previous experience working within a busy and fast paced office environment, preferably in the retail sector
  • Excellent attention to detail in all things, especially all forms of communication - be obsessive over the little details!
  • Strong communication skills - should be able to make the complicated, simple!
  • Previous experience within a customer focused and service driven role
  • Previous experience training other team members
  • An understanding or previous experience of quality assurance issues and resolutions
  • Previous experience of handling customer complaint escalations
  • A logical & methodical approach to problem solving
  • Highly organized
  • The ability to prioritise your own work and that of the team effectively
  • Have a commercial mind-set with the ability to capitalise on new opportunities
  • Ability to make tough calls for the benefit of the business
  • Ability to step back & see the bigger picture
  • Never lose sight of the value of a pound, no matter how big the business gets!
  • Have a self-aware and mindful approach to life
  • Good basic Microsoft Office skills and adept with quickly learning how to use systems
  • Must be an all-round good egg who can develop positive relationships
  • Willingness to go above & beyond expectation for the team, the business & most importantly, our customers - be obsessive about making our customers go 'Cor!'
  • Good emotional awareness to manage customers and team

And, most importantly of all, you absolutely must be an all-round good egg, with a real can-do attitude and a willingness to get on with the job and make great things happen. If this is you, then we'd love to hear from you!

We regret that only successful candidates will be contacted. If you have not heard back from us within 2 weeks, then unfortunately on this occasion your application has not been selected.