* Immediate start with flexible working patterns
* Competitive salary up to £29,000
About Our Client
Our client is a leading online retailer specializing in premium cosmetics supplying directly to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the beauty industry by blending high-quality offerings with an exceptional online shopping experience.
Job Description
Key responsibilities will consist of:
* Leading and motivating a team to achieve sales targets and deliver excellent customer service.
* Handling customer complaints, queries, and feedback in a professional manner.
* Usage of dialer systems handling customer matters.
* Processing order queries & complaints.
* Implementing strategic change & overseeing CRM project updates.
* Providing necessary feedback to product placement & marketing teams in-house.
* Implementing operational policies and procedures to drive productivity.
* Handling escalated customer queries and complaints, ensuring quick and effective resolution.
* Shadowing & supporting learning & developing colleagues.
* Implementing strategies to optimize support workflows and improve customer satisfaction metrics.
* Collaborating with internal teams to address product or order-related issues and enhance the overall customer journey.
* Tracking and analyzing customer service KPIs to drive process improvements and meet operational goals.
* Staying informed about industry trends and customer expectations to continuously refine support strategies.
* Coordinating with other departments to ensure smooth operations.
* Assisting in the recruitment and selection of new team members.
* Reporting of CSR scores.
The Successful Applicant
A successful applicant should have:
* Prior experience in a leadership/mentorship role preferably within the public sector body or property.
* Management experience of handling escalations & disciplinary matters.
* Excellent communication and interpersonal skills.
* Strong problem-solving skills with the ability to handle customer complaints effectively.
* The ability to work well under pressure and make decisions quickly.
* A strong understanding of sales principles and customer service practices.
What's on Offer
* Basic starting salary of £29k + DOE.
* Team performance-related bonus.
* Pension contribution.
* Product & in-store discounts.
* Hybrid working with flexibility.
* Free parking.
* Manchester city-based central office.
* New & recently refurbished office environment.
* Free days out & monthly reward incentives.
* Free gym memberships & loyalty schemes.
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