Full Job Description
CUSTOMER CARE OPERATIONS SUPPORT MANAGER
L3 – Manager
Permanent / Fixed Term
Support Centre Location
More about the role
Here, at New Look, everything that we do is for the love of fashion.
We’ve been bringing the latest fashion to the high-street since 1969. We’re now a global, multichannel brand offering on-trend, value-fashion for women, men and teenage girls. Even after 50 years we’ve stayed true to our original mission of delivering fabulous products at a price our customers can afford.
It’s our colleagues today that continue our journey to create a New Look that everyone loves.
It’s our values that inspire us every day – we play to win, we are customer obsessed, we work as one and it starts with you.
We are always on the lookout for talented, passionate people to join our New Look team.
New Look is on the road to becoming customer obsessed and as part of this we’re expanding our Customer Care contact centre in Weymouth.
We have a number of vacancies available at a variety of levels; from team mates who help our customers on a day to day basis to operational management and support positions. We are looking for people who are passionate, innovative and understand the importance of our customers. This isn’t your average customer care team!
Our Operations Support Manager is responsible for all non-front line activity within customer care.
Through innovative and creative use of available resources, you’ll ensure that our Care & Easy promise is at the forefront of all support activity and contribute to the continued success of our Customer Care contact centre operation.
Maintain a fun and happy environment demonstrated by high levels of team engagement
Challenge and support your team appropriately to help them want to do their best for their internal customers every day
Manage the operations support team; resource planning, reporting, systems (configuration and content) and payments, so that customers are happy and targets can be consistently met
Develop a robust resource planning framework for our multi-channel contact centre using excel. Use this as a basis to create new and innovative forecast and capacity models to plan for future demand, channel shift and growth
Optimise tools available to make best use of unstructured data in order to tell ‘the story behind the numbers’ and identify areas for improvement
Identify and oversee new/emerging and existing customer contact channels including proactive chat, messenger (SMS, Whatsapp, Apple for business) and bots
Drive a customer obsessed culture within your team ensuring that internal customer measures are continuously challenged and improved upon
Utilize your knowledge of contact centre best practise and technology to propose tangible ideas for improving efficiency without compromising our levels of customer care
Represent Customer Care in stakeholder meetings, championing the voice of the customer and ensuring that any real or potential issues that impact on the customer experience are clearly articulated
3+ years broad experience at management level in a multi-channel contact centre, preferably with resource planning/MI and Zendesk (or similar) experience
Genuinely passionate about working with people, someone who can really engage, lead and inspire teams to be customer obsessed
Willingness to put customers first coupled with the ability to balance customer and business needs
Sound understanding of contact centre technology and operations, especially digital channels
Positive disposition with a willingness to focus on what can be done rather than what can’t be done
Good understanding of the wider contact centre landscape
High energy levels with the ability to work under pressure and to tight deadlines
Able to build positive and constructive relationships internally and with suppliers
Why New Look?
The amazing people, the love of fashion, the 4pm Friday finishes – there are so many reasons to love working at New Look.
We offer training to support you and your career progression, so that you can be at your absolute best.
You’ll also receive these amazing benefits:
40% staff discount
Monthly 25% off privilege vouchers for family and friends to enjoy
Quarterly sample sales
Season ticket loans
We’re sure that you’re as excited as us to get back to some level of normality soon. While we’ve always championed our smarter working policy, COVID has changed the way we work remotely. We’re dreaming of those days where we’re able to meet and collaborate in the office again and when we do, we expect to maintain a flexible approach, balancing time between home and office. This is always role dependant so worth covering off in any conversations you have throughout the process.
Apply now to find out more.
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