The Drive:
The Collecting Group (TCG) isn't your average company; we're a team of culture curators who live and breathe cars and watches. We're not just disrupting the auction industry, we're redefining it. Our brands, Collecting Cars and Watch Collecting, are already leading the pack, but we're just getting started. We're seeking a dynamic Customer Service Manager to enhance customer experiences through innovative solutions and exceptional service.
The Mission:
As our Customer Service Manager, you'll play a crucial role in driving and improving our customer experience across both Collecting Cars and Watch Collecting. You'll build authentic relationships with our customers and across our internal teams, ensuring we’re providing the highest level of service.
The Challenge:
- Team Leadership: You'll oversee the workload of the Customer Service Team. This includes shaping the team culture and monitoring and evaluating team performance.
- Customer Service: You'll handle general customer enquiries, through to escalations and complaints, ensuring effective and timely resolution of issues.
- Change Management: You'll ensure policies and procedures are kept up to date, with a focus on continuous improvement.
- Technology and Tools: You’ll oversee the use and implementation of customer service tools and software.
- Analytics & Reporting: You'll track and analyse customer service performance, reporting on KPI’s back to the business.
The Gearbox:
- Managing day-to-day customer support enquiries, whilst monitoring and continually improving customer key performance indicators, such as TrustPilot and NPS.
- Develop and build knowledge and experience of the product verticals in which the company operates (currently cars and watches).
- Improving the effectiveness of the customer service function through the use of tools and technology.
- Collaborate with all functions across the business, ensuring customer needs are met, and feedback is passed on for product or service improvement.
The Specs (What We'll Need From You):
- Experience in a fast-paced customer service role - you’ve ideally dealt with both volume and complex issues, and you’re keen to step into a leadership role.
- You can build reports, and effectively demonstrate your ability to present information to stakeholders.
- You’re used to working with multiple departments, you can communicate cross-functionally and know when to escalate.
- You get a kick out of problem solving - you’re confident in your interactions with customers and senior stakeholders. You’re an independent thinker and have a knack for empowering others to make customer service decisions.
- You’re passionate about the products we sell, and have an interest in either Cars, Watches or both.
- Proficiency in both leveraging and implementing tools to improve customer service.
The Pit Stop:
Parsons Green, London. You'll be predominantly based here, our London HQ. You'll need full UK working rights (sorry, we're unable to provide sponsorship for this position).
The Fuel:
- 25 days holiday (plus an additional day each year after 2 years tenure)
- Private medical insurance for you and your family with Vitality.
- Annual learning and development budget
- Company pension contribution.
- The opportunity to attend amazing automotive and watch events.
- A chance to grow your career in a fast-paced, dynamic environment.
The Finish Line:
If you’re keen to support our customers and have a passion for cars and watches, this is your chance to join a team that's shaping the future of the collecting community.
Ready to Shift Gears?
Apply now and let's build the future of The Collecting Group together.
