Customer Service Manager
About Hawes & Curtis
Hawes & Curtis was founded by two accomplished outfitters, Ralph Hawes & Freddie Curtis in 1913, whose vision has been to create high quality, exclusive clothing. Today Hawes & Curtis aims to redefine British style and continues to offer the best quality of products and service level that its famous clientele has experienced.
We are also proud to announce that our Chairman and global fashion tycoon, Touker Suleyman, who famously bought the company for the symbolic amount of £1 in 2002 and transformed it into a worldwide retailer, is appearing at the BBC’s popular Dragons’ Den panel for its 13th series.
The role of Customer Service Manager
We are seeking a Customer Service Manager to work and lead the customer service team, within the e-commerce department. The objective of the role is to significantly improve the customer service experience with a view to providing the best online experience of any shirt retailer. Customer service excellence is our ultimate goal; you will achieve this by leading the team, analysing customer correspondence and creating processes and procedures to improve all relevant critical areas of the business. The position requires excellent content writing skills as you will be required to create copy for our website and maintain a level of correspondence across various platforms.
Whilst making improvements you will be expected to be quite hands on. You will to pick up customer correspondence that requires a senior person to respond.
We are looking for someone with a strong CV and experience in the service sector and we seek above all a person with a bright personality who is articulate, a natural leader and who has an excellent command of the English language, both written and spoken [spelling and grammar]
As you will expected to liaise with our warehouse team, the call centre, stores and carriers you will need to be outgoing and able to communicate with people on all levels. You will also be expected to investigate new opportunities that will improve our service proposition.
You will need to have a minimum of three years experience in managing a customer service team in a call centre environment or in a fashion/retail environment
Requirements of the role
E-commerce customer service
Managing the 3rd party call centre
Training of call centre personnel
Handling escalated complaints
Managing the logistics (delivery services) and brokering logistic deals
Improving customer communication online
Analysing customer feedback
Areas – Digital, Retail, Live chat
Social media engagement
Excellent written English.
Advanced grammar and spelling.
Excellent spoken English
Good analytical skills [analysing reasons for returns]
Good typing speed
Clear telephone voice
Good mathematics
Good communication skills
Dealing with escalated complaints
"Upselling" to turn a refund into an exchange where possible
Fraud checking (backup)
Improving delivery and sourcing new opportunities to improve the customer experience
To continuously improve all customer “touchpoints” [Call Centre, FAQs, Correspondence] for the customers from the UK and from overseas
Experience
Leading a customer service team within a Web/E-Commerce/Online environment in the fashion industry
Call Centre experience
German, Russian or French is an advantage but not essential.
Very competitive pay. Salary depending on experience.
Please email your CV and a cover letter to: