Customer Experience Leader: Build a Best-in-Class CS Team

Dubizzle Limited; England; On-site; GBP 40,000 - GBP 50,000; Full time

Job summary

A UK-based apparel company seeks a Customer Service Manager to lead and inspire the customer service team. This role involves managing KPIs, handling escalated enquiries, and ensuring a seamless customer experience. The ideal candidate should possess at least two years of relevant experience, strong leadership skills, and the ability to drive continuous improvement. The position offers various benefits including generous holiday, private healthcare, and performance-based bonuses.

Benefits

32 Days Holiday (including Bank Holidays)

Generous staff discount

Annual and quarterly bonus schemes

Private Healthcare including Dental & Optical Plans

Employee Assistance Programme

Cycle to Work Scheme

Qualifications

• At least two years’ experience in a similar customer service or customer experience role.
• Experience working with customer service platforms (Gorgias and ZigZag preferred, but not essential).
• Strong leadership and team management skills, with the ability to motivate and develop high-performing teams.
• Excellent communication and collaboration skills across teams and stakeholders.
• Strong analytical capability, with the ability to interpret customer service metrics and drive continuous improvement.

Responsibilities

• Lead, mentor, and inspire the Customer Service team, fostering a positive, high-performance culture.
• Plan annual headcount in line with forecasted workload and business growth.
• Monitor KPIs including response times, resolution rates, and customer satisfaction scores.
• Handle escalated customer enquiries with professionalism and empathy.

Skills

Leadership Skills

Problem-solving

Analytical Capability

Excellent Communication

Tools

Gorgias

ZigZag

Job description

A UK-based apparel company seeks a Customer Service Manager to lead and inspire the customer service team. This role involves managing KPIs, handling escalated enquiries, and ensuring a seamless customer experience. The ideal candidate should possess at least two years of relevant experience, strong leadership skills, and the ability to drive continuous improvement. The position offers various benefits including generous holiday, private healthcare, and performance-based bonuses.