Job Introduction
We have an exciting opportunity for a Deputy Customer Services Manager to join our Contact Centre at Carpetright. You will support the management of the Customer Services team to deliver an exceptional customer experience and ensure that all service issues are resolved in a timely manner.
We are the UK's largest retailer of carpets, flooring and beds and for over 30 years, we’ve helped people transform their homes through finding the flooring that’s right for their lifestyle. Not only helping them find that perfect floor but providing a full end-to-end service, irrespective of whether the customer’s journey starts in store or online. We have exciting growth plans and we would love for you to be a part of it!
What you will be doing:
- Managing all inbound and outbound customer correspondences within all specified SLA timescales.
- Working with autonomy, taking sole responsibility for actioning and resolving customer complaints from beginning to conclusion, determining the outcome using company service guidelines to ensure swift resolution.
- Raising allowances and refunds, where required, to support the resolution of service issues.
- Liaising and following up with both internal and external product or service provider stakeholders to support the ability to deliver swift resolutions for customers.
- Managing all regulated complaints, court cases (including representing the business in court cases), and issues referred to alternate dispute resolution mediation.
What we are looking for:
- Previous experience in a customer service environment
- Previous experience in matters relating to regulated complaints, GDPR and ADR
- Demonstrable passion for customers and delivering service excellence
- Strong leadership and communication skills