About the Company:
Wattbike Ltd based in Wilford near Nottingham is an exciting brand with a big future, used by the biggest sports teams and athletes across the Premier League, NFL, national rugby teams and more, as well as thousands of everyday athletes at home. They all have one common goal: to improve their health and fitness progression. We as a leading provider of indoor cycling technology, dedicated to revolutionizing the way athletes train and enthusiasts ride. With cutting-edge products and a commitment to excellence, Wattbike Ltd is at the forefront of innovation in the fitness industry.
Job Summary:
Reporting into the Head of Operations, as Customer Service Manager at Wattbike, you will lead our customer service department and promote a best in class mentality, driving excellence in customer support and satisfaction. You will be responsible for developing and implementing strategies to enhance the overall customer experience, optimize service operations, and foster strong relationships with our valued customers.Join our dynamic team at Wattbike Ltd and play a key role in shaping the future of customer service excellence in the fitness industry.
This is a hybrid role with a 3/2 days office/home balance expectation.
Key Responsibilities:
Strategic Leadership: Develop and execute strategic initiatives to elevate the customer service function, aligning with company goals and objectives. Innovation in service and delivery.
Team Management: Lead, coach, and inspire a team of seven individuals, comprising one Team Leader, three Technical Advisors, and three Operational Customer Professionals, to deliver exceptional service and achieve performance targets across both the Direct to Consumer and B2B sectors. This responsibility spans operations in the UK, US, and Australia, with a focus on expanding our presence in Singapore and Ireland.
Customer Experience Optimization: Implement best practices and processes to enhance the customer journey, from pre-sales inquiries to post-purchase support.
Issue Resolution and Escalation: Oversee the timely and effective resolution of customer inquiries, and escalations, ensuring a positive outcome and customer satisfaction.
Quality Assurance: Establish and maintain quality standards for customer interactions, introducing, implement and track performance metrics.
Cross-functional Collaboration: Promote cross-functional collaboration by working closely with sales to identify revenue opportunities within the Customer Service department. Collaborate with marketing, digital, product development, and operations teams to address customer needs, collect feedback, and drive improvements in product and service offerings as well as cost efficiency measures.
Technology and Tools Utilization: Leverage customer service technologies, CRM systems, and analytics tools to streamline processes, optimize resource allocation, and improve service delivery. Experience on Zendesk, Amazd, Dynamics, Shopify, Trustpilot Microsoft etc.
Training and Development: Provide training, coaching, and professional development opportunities for the customer service team to enhance their skills, product knowledge, and service expertise as well as sales.
Customer Feedback Management: Collect, analyse, and act upon customer feedback to identify trends, opportunities for improvement, and areas of excellence.
Key Metric Management and reporting: Manage departmental Performance indicators including budgets effectively, allocating resources efficiently, and optimizing costs while maintaining service quality then presenting findings and actions weekly/monthly.
Measures of Success:
Customer Satisfaction Ratings (CSAT): Increase overall customer satisfaction ratings by a specific percentage, as measured through surveys, feedback forms, and customer interactions.
Response and Resolution Time: Decrease average response and resolution times for customer inquiries and issues, ensuring timely and efficient service delivery.
Net Promoter Score (NPS): Improve the NPS by a certain number of points, reflecting increased customer loyalty, advocacy, and likelihood to recommend Wattbike products and services.
First Contact Resolution (FCR) Rate: Increase the FCR rate to a target percentage, indicating the ability to resolve customer issues and inquiries on the first contact without the need for escalation or follow-up.
Customer Retention Rate (CRR): Enhance customer retention rates by reducing churn and increasing repeat purchases and subscription renewals.
Service Level Agreements (SLAs) Compliance: