Customer Services Team Manager
Bravissimo is a dynamic multi-channel retailer which provides lingerie, swimwear and clothing for women who need a D-L cup bra. We want big boobed women to feel amazing and we aim to inspire our customers to celebrate their figures and feel good about themselves. We have 29 UK shops, most also offering our range of clothing, uniquely cut to accommodate bigger busts. In addition to our shops, the company has a well-developed ecommerce operation which accounts for 40% of the company’s £50m turnover.
At Bravissimo we are dedicated to doing the best for our customers. We set ourselves high standards and are constantly looking to find ways to improve the things that we do. The company has won many awards for its products, service, entrepreneurial approach and originality, and for the last 12 years we have been one of the Sunday Times 100 Best Companies To Work For.
About the Job
As one of five Team Managers, reporting to the Customer Services Manager, you will be responsible for managing, inspiring and developing a team of Consultants to ensure our customers consistently receive the exceptionally high level of service that lies at the heart of Bravissimo’s philosophy. The Customer Services Team deal with all customer communications received via telephone, live video chat, our website, emails and social media sites as well as completing a variety of administrative tasks on a daily basis and you will be responsible for ensuring that the team continue to meet the ever changing customer requirements and service standards.
As Team Manager you will be responsible for the day to day operation of the department and for ensuring resources are used effectively and efficiently to meet the workload demands of the department. You will provide support to the CS Consultants and deal with escalated queries and complaints and you will be required to develop your team through quality monitoring, training and coaching to maximise the customer experience. You will play a key part in creating an environment for the team so that they are engaged and living the values through their actions and behaviours.
The opening hours for Customer Services are 8.30am -10.00pm Monday to Friday and 9am-7pm Saturdays and Sundays, plus Bank Holidays. Your working pattern will require flexibility across the opening hours of the department.
We are looking for a confident individual who understands our brand and values and has proven experience of managing others in a customer focused environment. You should genuinely love helping people and be passionate about delivering excellent customer service. You will be a self-starter with bags of enthusiasm and energy, be self-motivated and have a desire to support others work towards their goals and targets. A flexible "can do" approach is a must and a willingness to get stuck in to whatever is needed to achieve success. An eye for detail and a sound knowledge of Microsoft applications to an intermediate level would be an advantage. You will need a confident, friendly telephone manner and excellent written skills and experience in dealing with eCommerce and social media as well as being able to manage your team effectively using your excellent verbal communication skills.