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Customer Experience Specialist - This Position Has Been Filled 

Trespass are a prize winning outdoor clothing company with its headquarters based near the city centre of Glasgow.  We are looking for a Customer Experience Specialist to lead our Support team as part of our next planned stage of growth across the Retail and Ecommerce division.

Reporting to the Heads of Retail and Ecommerce, you will play the primary role in improving our Customer experience strategy.  Our brands include Trespass and DLX and you will play a key part in establishing scalable processes that allow our business to continue growing without the risk of negating customer experience.

                          

Core responsibilities of this role include:

  • Development and delivery of KPIs through effective supervision of your team
  • Develop customer service agents and administrators and nurture an environment where they can excel through encouragement and empowerment
  • Handle escalated customer interactions if required
  • Liaise directly with off-site 3rd party customer service team
  • Work with web systems analyst to establish performance improvement areas
  • Assist in the recruitment and training of seasonal staff
  • Keep ahead of industry’s developments and apply best practices to areas of improvement

 

The successful candidate should demonstrate:

  • Good ability to manage and motivate team members
  • Proven working experience as a customer service supervisor within an inbound telephone / email environment (up to 8 Support Agents and Administrators)
  • Experience in challenging existing practices, identifying opportunities and setting up new processes
  • Experience of establishing and achieving departmental targets
  • Strong communication and time management skills
  • Commercial acumen
  • Strong Excel skills
  • Working knowledge of customer service software
  • Excellent written and verbal communication skills

 

Also it will help your application if you have:

  • Ecommerce based Customer Service experience
  • Experience operating in a complex ERP environment
  • Experience working in the clothing industry, particularly e-commerce

Next steps         

If you have the qualities we’re looking for please apply for this role via the S1 jobs website and include the following:

  1. Covering letter with details of current salary
  2. C.V.
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