We are seeking a proactive and customer-focused professional to lead our Customer Service function. The successful candidate will be responsible for ensuring exceptional customer experiences, managing enquiries and complaints efficiently, and driving continuous improvement within the department. This role requires a strong understanding of our products, excellent communication skills, and the ability to collaborate across departments to enhance service delivery.
Key Responsibilities:
* Embody and promote company values: care, integrity, quality, innovation, and sustainability.
* Foster a culture of high performance, continuous learning, and improvement within the Customer Service team.
* Develop a comprehensive understanding of the company’s brands, products, and processes by working collaboratively with cross-functional departments.
* Oversee and manage all customer enquiries received through various communication channels, including online, telephone, and social media. Ensure prompt, satisfactory responses while capturing all complaints for investigation and analysis.
* Establish, implement, and manage a Customer Relationship Management (CRM) system to track enquiries, monitor customer feedback, and generate insightful reports.
* Maintain and oversee the complaints database, ensuring accurate documentation of customer and retailer complaints for trend analysis and resolution.
* Work closely with other departments to identify recurring customer concerns, escalate issues to senior management, and support root cause analysis and resolution implementation.
* Proactively report potential challenges and emerging trends to the Board of Directors.
* Analyze frequent customer enquiries and recommend improvements to external communications to enhance consumer knowledge and reduce repetitive queries.
* Process online and telephone orders, ensuring seamless coordination with the logistics team.
* Continuously assess and enhance Customer Service processes to improve the customer journey.
* Represent the company and its brands at consumer shows and industry events.
* Perform additional duties as required to support business objectives.
Ideal Candidate Profile:
* Strong leadership and team management skills.
* Excellent communication and problem-solving abilities.
* Experience in customer service management, preferably in a consumer-focused industry.
* Familiarity with CRM systems and data analysis tools.
* Ability to work collaboratively across departments and with senior management.
* Strong organizational skills with attention to detail.
* Proactive and adaptable mindset, committed to continuous improvement.
Current salary: £28K - £29K
Benefits;
Private Medical (including; Partner / Dependants Under 18)
Well-being initiatives
Holidays 31 inc stats + Length of service holidays
Free on-site parking
Pension Scheme
Training & Development
Job Type: Full-time
Pay: From £28,000.00 per year