Customer Manager (Remote but regular travel to Northumberland required)

About Swoon

Swoon was founded in 2012 to create distinctive designs that owners will want to keep forever and a lofty goal to spark home obsession everywhere.

We design original pieces in-house, and our innovative NPD process discovers the next trend quickly. Our testing platform ensures designs sell online at their intended price, and our data-led approach grows sales within families exponentially. Our business model cuts out expensive overheads like shops and overstocked warehouses, making our prices affordable.

Our distinctive look unlocks collaborations with leading retailers like John Lewis and many more. This diversified growth strategy is powering our brand to a significant market share. And we’re just getting started…

What we are looking for

As an online business, we must provide exceptional customer experiences at every touchpoint. We require our staff to be the best in the industry, and we need cutting-edge tools and technology to service our customers.

You will be the day-to-day interface between our third-party contact centre and the core business, and your goal will be to ensure that our customer support is best in class. Your role will involve optimising all current systems and processes that support customer interaction, information exchange, and performance efficiency.

This job requires someone who is up for a challenge. The pace is fast, expectations are high, and resources are always limited. However, if you are willing to help us build the future, we would be delighted to have you onboard.

The business is remote, but we frequently meet for in-person workshops, planning, and scoping projects together. In addition, you will be requred to spend time with our care agents based inb a contact centre in Gateshead (Newcastle)

Responsibilities:

• Working with the senior leadership team to define best-in-class customer experiences
• Managing our outsourced customer service team and holding them to account for SLAs
• Manage our resource requirements to deliver the service levels we have agreed.
• Resolve complex customer problems that require escalation
• Provide weekly and monthly business updates on the performance of the customer contact centre
• Lead inititives to improve the customer proposition during and after delivery
• Lead intitives to improve the tools within the contact centre
• Deliver training to improve the performance of our care agent

• Ability to deal with complex escalated customer issues
• Ability to work autonomously
• High energy with a proven ability to move at pace whilst remaining level-headed and calm
• Ability to effectively utilise data to inform performance-enhancing strategies
• A strong communicator and influencer with an ability to drive and deliver change management whilst maintaining stakeholder buy-in and relationship

Upbeat, ambitious and collaborative – that’s us. We’re a lean team of 30, so if you relish responsibility and like to impact an outcome, we’re the place for you. We’ve made flexible working a permanent thing. Right now, the team works from home, but we’re open to what people might need in the future. We hold regular workshops in London; if the team wants to get together in a co-working space, that’s fine, too.

We have a wide range of perks and benefits, including:

Compensation

• Competitive salary
• Share options programme
• Profit share scheme
• Wellbeing allowance
• Pension scheme

Benefits

• Private medical cover for you and your family
• Holidays, working environment and other perks
• 27 days holiday rising to 30 with tenure
• Four months of summer hours finishing at 1 PM on a Friday
• Free furniture on each anniversary of employment
• Friends & family discount of 20%
• Fully remote working
• Frequent meet-ups, in-person workshops and socials