About Reach Robotics:

Given the recent successes and retail launch of MekaMon (A robotics AR gaming platform) with Apple, we are expanding our team. Reach Robotics is the company behind MekaMon - The four-legged augmented reality battle mech recently launched with Apple across the UK, US and EU. Using robotics and augmented reality, we’re creating unique experiences that aim to entertain, inspire and educate.

Based a five-minute walk from Bristol Parkway train station and with excellent links to the M32 / M4 (plus private parking), we’re rapidly hiring across all teams to help realise our products full potential and shape the future of augmented reality entertainment.

We’re proud of the people first culture we’ve created at Reach - We're passionate about the experiences we're creating and love what we do.

Friday afternoons are dedicated to stepping away from the desk to game and work on projects outside our normal scope. We operate on flexitime between 8am - 6pm and have regular social events planned throughout the year. There are also healthy snacks, great coffee and a fantastic atmosphere in our brand-new offices, too.

About the role:

Are you people centric and believe that providing the highest levels of service are paramount? Do you care about people but understand that providing customers with an excellent service means dedication and commitment? If so then being our Customer Services Manager might interest you.

An exciting opportunity has arisen for Customer Service Manager to join an expanding team in Bristol with global aspirations. We need to build a team based on best practise that can also be a valuable asset for the rest of the business, communicating customer insights for the continued development of our products and nurturing our community.

The role will involve receiving in-bound communication from customers and partners across a variety of channels, investigating their issues, answer their questions and ensuring each is brought to a satisfactory resolution while helping them to get the most out of our products.

The role reports directly into the Marketing Director as part of a marketing team where the customer and community are at the heart. You will work closely to introduce new ways to be more innovative and efficient as we grow here in the UK and across the globe, while also working on key customer projects, implementing change and constantly striving to enhance efficiency from a customer service point of view.

Requirements:

  • 3-5 years of customer service management experience at a consumer electronics, gaming or similar business.
  • Outstanding team and people leadership skills with experience in establishing a small but growing contact team
  • Ability to handle challenging customer queries directly and helping other team members to do the same
  • Experience in retail environments and experiential events is very advantageous.

You’ll spend your time on:

  • Encouraging a positive workplace environment by developing a strong team spirit and maintaining high levels of motivation.
  • Managing and monitoring workflow and workload in line with SLA targets.
  • Offer an excellent service to customers and therefore contributing towards the wider business and sales objectives.
  • Developing a world-class customer service offering.
  • Managing and develop your direct reports to maximise their performance.
  • Keeping up to date with industry knowledge and technological advances.

Responsibilities:

  • You will be responsible for building, developing and motivating a team, ensuring processes and procedures are in place for handling communication across a variety channels.
  • Setting objectives and then ensuring all SLA’s are achieved
  • Implement new systems and optimise existing systems
  • Providing hands on support and managing escalation queries
  • Directly responding to and assisting with customer support during certain hours of the week
  • Attending events as an extension of the Marketing team, bringing your extensive knowledge of our products directly to prospective customers.

Apply if:

  • You thrive on customer interaction both through various media and face to face.
  • Getting stuck in yourself, you will embrace change and be creative in approach, ready to suggest and implement new processes and approaches.
  • Being organised and staying on top of your game will be a key part of your working style.
  • You love gaming, technology and robotics.
  • We are looking for a positive individual who can bring a leading spirit, to motivate the team effectively.
  • Experience in managing multiple projects, handling a demanding workload and has the stretch to take on global audiences.
  • You have Customer Service Management experience within a retail environment which is customer centric!