Customer Service Manager

iFLY is the leading brand for indoor skydiving in the UK and worldwide, operating over 70 wind tunnels across the globe.

Being the creator of modern indoor skydiving, with patented technologies, it’s the best place to experience the thrill of body-flying and we pride ourselves on delivering the highest standards in customer service, bringing the dream of flight to life.

An extremely popular leisure pursuit among people of all ages and backgrounds, and as one of the leading brands in action and adventure pursuits, iFLY provides staff with a fun, friendly and fast paced working environment.

Are you a high-energy, enthusiastic and talented Customer Service Manager, with call centre management experience as well as an excellent understanding of driving sales?

The role is Manchester based alongside our customer service team headquarters and within the iFLY Manchester tunnel, Trafford Park complex. You will also oversee central customer service operations for our other UK sites; Milton Keynes and Basingstoke with plans for further sites in the future.  

Duties & responsibilities

  • The smooth running of all aspects of the Customer Service Team (including [but not limited to] managing customer queries via phone, email and social platforms, processing customer payments, maximising customer welfare/enjoyment & efficient rota formulation).
  • Ensuring the team is making customers aware and promoting our range of ‘extras’ and upsells, as well as implementing & executing initiatives to improve ongoing performance.
  • Setting targets based on KPIs set by General Manager and UK Manager.
  • Compiling reports and action plans based on weekly/monthly and quarterly KPI performance.
  • The job will involve a mixture of being hands on as part of the operational team, as well as office and administration so strong ability to manage own time effectively is crucial.
  • Mentoring and developing the Customer Service Team. Conducting team member appraisals with the support of the GM.
  • Regularly reviewing sales trends to be reactive, as well as looking forward in order to proactively maximise potential sales and grow the business.
  • Assisting in the recruitment and all general HR aspects relating to customer service staff, as well as inducting new employees into the company in accordance with the induction & onboarding procedure.
  • Ensuring that the team is always correctly attired and project a professional image.
  • Ensuring your team’s working space is always immaculately presented.
  • This position will require working some weekends / evenings.
  • Preparation of routine reports and analysis detailing department performance.

Personality, skills and experience:

  • Candidates should have a minimum of 2 years customer service / call centre experience at management / team leader level.
  • CRM / reservation systems experience.
  • Face to face customer service & sales experience is an advantage.
  • Leadership qualities & ability to coach, train & manage the team.
  • Impeccable organisational skills / ability to prioritise.
  • Team player.
  • Customer service focus.
  • Good listening skills.
  • Friendly, upbeat, compassionate, personable.
  • Commitment and absolute dedication.
  • An unrivalled work ethic, with meticulous attention to detail.
  • A 'can do' attitude.
  • Superb written and spoken skills.
  • Ability to take ownership of the department and make decisions to enhance and improve it.

The job is due to commence early 2020 with all appropriate training provided.

Salary is dependent on experience with a healthy bonus structure in place.

Average working week is 40 hours with flexible shift patterns available as is required by the business.

 Regular team building events/days out, and incentives schemes.

 Weekly team flight training sessions as well as great friends and family deals.

How to apply

If you feel you have what it takes, please contact Dan SanJuan on dsanjuan@iflyworld.co.uk

Please attach an up to date CV and detail in 20 words or less why you think you are the best candidate for the role.

We look forward to hearing from you soon.