Customer Service Supervisor (12 Month FTC)

Location
United Kingdom
Posted
05 Jan 2022
Closes
05 Feb 2022
Function
Customer Service
Level
Manager
Contract Type
Contract
Hours
Full Time

Customer Service Supervisor (12 Month FTC)

At Deckers Brands we don’t just create shoes, we create lifestyles. We are about opportunity. Opportunity to create, to grow and to have an impact. We want all our people to be as successful as they can be, to reach their full potential

Here at Deckers, we want to positively impact the world, whether that be with our Be Good, Do Good community involvement, or through employing sustainable business practice and socially responsible operations. How we continue this journey is down to our 3,000 strong global team, across our five brands (UGG, Hoka, Teva, Sanuk and Koolabura by UGG). No matter where you are based within our team, we are committed to helping our people thrive.  We will offer you a generous employee benefits package, as well as health, wellness, and career development support.

 

COME AS YOU ARE  

We believe that the company you build is defined by the company you keep. We believe that a diverse, inclusive culture drives creativity and success. We believe that open hearts and minds together can unleash the potential of a brilliant mix of people—in every corner of Deckers. We strive to create a workplace that values ALL people, where we embrace differences, and everyone feels empowered to bring their full, authentic selves to work. Because the more perspectives we share, the better we can be. 

 

The Role:

The Customer Service Supervisor will be responsible for the day to day direction of Deckers Brands ecommerce customer service team. You will oversee contacts through all touchpoints, ensuring courteous, knowledgeable but efficient customer service.

In this multilingual role, the Supervisor will work in partnership with the eCommerce Operations Specialist and EMEA Quality Assurance Manager to grow and develop the UK based Consumer Relations team. 

As the Customer Service Supervisor you will work closely with the wholesale customer service peers to facilitate a consistent consumer experience across all channels.

Your Impact:

  • Responsible for the day to day customer service tasks and running of the in-house customer service team and our Call Centre partner
  • Guide the team to deal with all first and second level escalations and post purchase escalations through our customer feedback tools
  • Run appropriate customer service reports on a daily, weekly and monthly basis
  • Actively contribute to projects and initiatives as desired by the business, especially those which affect the consumer direct division
  • Continually reviews monitors work performance of all advisors against agreed KPI’s
  • Supervise, supports and develop the in-house DTC customer service team to ensure we deliver a high level of consumer experience at all touch points.

Who You Are:

  • Able to shape and promote a positive work culture and strong team culture
  • Experienced in consumer complaint management
  • Possesses effective interpersonal, coaching, and leadership skills
  • Excellent telephone, keyboard, verbal and written communication skills
  • Ability to organise and prioritise, set priorities and multi-task
  • Understands how to deliver a high level customer service experience in a multichannel global environment

We would Love to Hear from People with:

  • Demonstrated extensive experience working in a Customer Service environment and with an outsourced partner
  • Experience leading a team
  • Fluent in an additional European language is required (French, German, Dutch or Italian)
  • Experience within a multichannel fashion retailer is highly advantageous
  • Previous experience working with Zendesk and Insights is desirable
  • Proficient in Microsoft Applications, especially Excel
  • Comfortable using CRM systems and other online tools

 

Equal Employment Opportunity
Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants regardless of their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.

 

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