Customer Service Manager

Company Description

JYSK is one of the fastest growing retail chains in Europe. Operating in 50 countries around the world, we have expanded from just 1 store in Denmark in 1979 to more than 3,000 stores worldwide today.

At JYSK, our mission is to provide a great offer for everyone within sleeping and living. Our business concept focuses on selling quality products with a Scandinavian look and feel, at very competitive prices.

JYSK’s vision is to not just be the customer’s first choice but also the employee’s first choice in the retail sector. We have ambitious growth plans in UK and Ireland over the next 5 years and are looking for confident, passionate and ambitious employees to come on that journey with us. If you bring Dedication… You will meet Possibilities.

You Bring Dedication And You…

Experience leading, developing and influencing a team to create great talents and results

Display a customer centric approach, ensuring great service to all customers

A positive approach to challenging tasks with a problem solving mindset

Can make independent decisions in a busy and dynamic environment and take full responsibility for these decisions

Are eager to develop yourself and you have the drive and ambition to further your career

You Meet Possibilities And We Offer You…

Competitive bonus scheme that rewards great sales results

A great company culture designed around our people

Structure and concepts that create opportunities for you to deliver excellent results

An organization that delivers fast and practical decisions at all levels

A great benefits package including: Bonus Scheme, Pension Contribution, Bike to Work Scheme, Life Assurance and 20% Employee Discount

Job Description

Leading the Customer Service Center (CSC) to deliver excellent customer experiences across all channels in both Ireland and UK

Securing efficient daily operations

Ensuring strong collaboration with other JYSK departments (especially Retail) and external partners (e.g., carriers)

Developing a motivated, high-performing team in line with JYSK values and customer promises

Leading Customer Service operations

Ensure the customer always comes first and receives JYSK’s highest service standard

Oversee daily planning, KPI monitoring and adjustments, while securing completion of mandatory tasks

Monitor, follow up and act on KPIs and reports to meet targets & goals

Identify opportunities to improve CSC processes and customer experience

Address operational challenges proactively

Team leadership & development

Recruit, onboard and retain team members

Build motivation, engagement and loyalty

Secure development through training, performance management, feedback and coaching

Run daily and monthly team meetings to share updates, track progress and keep the team engaged

Develop CSTLs as potential successors for the CSM role

Management and compliance

Ensure compliance with JYSK concepts, rules, guidelines and local legislation

Lead and take actions using forecasting and data analysis

Prepare yearly plans and budgets for the department

Ensure planning and execution of mandatory daily, weekly and monthly tasks

Strengthen collaboration with CSC, Retail, B2B, HR, DC and other functions

Maintain and develop co-operation with carriers through follow up and visit

Actively participates in and contributes to cross-country CSC co-operation

Qualifications

Very good English skills

Organized, good planning skills

Additional Information

Full time role - 40 Hours

You would be expected to travel up to 5 weeks per year internationally