Customer Service Manager
Oakham
Salary Range: £33,000 to £38,000
37 Hours per week
As Customer Service Manager, reporting to the Operations Director, you will sit at the heart of the business, leading the efficiency and effectiveness of the customer journey and setting the tone of relationships with our client direct consumers and trade customers. Working closely with the Customer Service Manager from another department and Team Leaders, you will lead a team of Customer Service Advisors to deliver exceptional service, ensuring brand and business objectives are understood and followed. Your leadership will ensure impeccable teamwork and a positive, motivational work environment,
Key Objectives:
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Oversee and manage the daily operations of the customer service department, ensuring efficient workflow and high levels of customer satisfaction for all our D2C customers.
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Develop and implement strategies to improve customer service processes, including but not limited to response times, issue resolution, and customer feedback.
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Analyse customer service data and metrics to identify trends, areas for improvement, and opportunities to enhance the overall customer experience.
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Orderbook management for B2B customers using agreed-upon customer allocation priorities.
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Lead, mentor, and coach a team of customer service advisors. Be seen as a positive leader who provides guidance and support to ensure team success, including those in Europe and the USA.
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Manage the team. Conduct quarterly one-on-ones, identifying areas for improvement and any progression and development plans. Implementing training programs for customer service staff to enhance their skills and knowledge of company products/services.
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Collaborate with cross-functional teams, including sales, marketing, operations, and product development, to address customer enquiries and resolve issues effectively.
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Ensure the department is adequately resourced to manage seasonal demand across all channels by working with other departments to forecast planned growth and allocate resources accordingly.
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Stay informed about industry trends and best practices in customer service management, incorporating new strategies and technologies as appropriate.
Essential skills and experience:
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Proven experience in a customer service management role, with a minimum of 3 years in a leadership position managing D2C and B2B customer channels.
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Proficiency in customer service software, CRM systems, Gorgias, Shopify and the Microsoft Office Suite.
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Exceptional problem-solving skills and the ability to thrive in a fast-paced, high-pressure environment. Proactive with a ‘can do’ attitude.
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Strong leadership and people skills, demonstrating successful management of teams to achieve goals. Motivating, inspiring and energetic, you are willing to lead by example. You will be fair but decisive in managing the team's performance and conduct.
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A customer-centric mindset and a commitment to delivering outstanding service to every customer.
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Concise and articulate – excellent verbal and written communication skills in English (fluent).
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Proud of your attention to detail and accuracy.
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Flexibility to work evenings, weekends, and holidays as needed.
Desirable:
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NVQ Level 3 or 4 in Customer Service.
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Ability to speak in French or German.
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Full UK driving licence.
Benefits include
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30 days holiday a year, rising to 32 days at 5 years’ service (including Bank Holidays).
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An additional paid day off for your birthday.
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Generous brand discounts
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Employment Assistance Programme - (24/7 access to personalised, on-demand advice/support, access to a GP online or phone).
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Salary sacrifice parking permit (Oakham)
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Enhanced pension
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Enhanced family-friendly schemes