JOB TITLE
Customer Service Administration Supervisor
TEAM
Customer Service Operations / Service Atelier
LINE MANAGER
Customer Service Operations Manager
DIRECT REPORTS
Service Administrator x 2
KEY RELATIONSHIPS
Service Atelier / Logistics / Warehouse / Client Experience / Boutiques
We are dedicated to creating an open and inclusive working environment, and this starts with our recruitment practices. We try to ensure that everybody who is interested in joining our team has equal opportunity and ability to start that journey with us. We intend to have flexible and accessible hiring practices and will make every attempt to adapt to your needs throughout. We welcome any requests for adjustments in our processes.
ABOUT BREMONT
Bremont is recognised for designing and manufacturing the ultimate tool watch, making timepieces that are highly durable, reliable, and fit for purpose, whatever the environment. Bremont positions itself in the world of adventure and exploration, working with individuals across different fields who epitomise and demonstrate anything being achievable armed with the right mindset. Bremont supports and promotes this mentality and is proud to provide watches for some truly extraordinary feats of endurance that inspire us to push ourselves to achieve incredible things.
Bremont is built on a rich British heritage and the brand represents a true embodiment of the indomitable British spirit. Through sheer vision, determination, and belief, Bremont has established itself as a leading brand in the luxury watch industry. These intrinsic values form the basis for Bremont’s core message and brand philosophy.
The company manufactures its mechanical watches at scale from “The Wing”, Bremont’s 35,000 sq ft state-of-the-art Manufacturing & Technology Centre in Henley-on-Thames, England. High precision engineering, craftsmanship, technical innovation, and a distinctive design ethos set Bremont apart, combined with its unique spirit of adventure.
KEY PURPOSE OF THE ROLE
To oversee the administration function of the Service Atelier. Liaising with internal and external stakeholders to ensure clients receive the best possible service before, during and after their repair. As a key member of the Service Atelier team, you’ll be expected to identify and provide solutions to departmental processes where necessary and motivate direct reports and other members of the team to drive positive change, with the ultimate goal of providing our clients a best-in-class aftersales experience.
KEY RESPONSIBILITIES
* Manage and facilitate all aspects of the repair process through the Service Atelier.
* Ensuring clients are kept up-to-date at all stages.
* Managing the scheduling of repairs into the workshop, highlighting any urgent repairs and acting as appropriate.
* Act as primary point of contact for members of the Service Atelier administration team.
* Providing advice and guidance when required.
* Organisation and delegation of daily workloads, ensuring direct reports understand their duties and tasks.
* Curate and maintain process maps to enable consistent processes across the administration function.
* Handling customer queries and escalated complaints.
* Ensuring all matters are dealt with in a timely and professional manner whilst adhering to Bremont guidelines.
* Priority (ERP System) consolidation and training of all team members.
* Ensure efficient workflow and quality standards are in line with company guidelines and meet/exceed department KPI’s.
* Identifying and driving change to ensure all Service Atelier processes are appropriate.
* Liaising with internal and external stakeholders to ensure efficient department functions.
* Represent the department/company at client events when necessary.
* Communicate with all levels of staff and management within the business to ensure cohesive departmental function.
* Stay current and maintain a strong working knowledge of Bremont products and services.
* If required, receive Service Atelier clients at ‘The Wing’ Boutique.
* Represent the brand in a professional manner, building a personal rapport with the client.
* Via regular meetings with Customer Service Operations Manager, provide administration updates, highlight potential issues and relevant solutions.
* Set, monitor, and report upon your teams KPI’s.
* Coach, motivate and develop the team to achieve a high standard of work.
* Conduct informal and formal reviews with direct reports.
* Plan and manage holidays within Service Atelier administration team.
* Identify performance and training requirements amongst direct reports.
* Responsible for the full employee life cycle of the Service Atelier administration team.
* Focus on continuous improvements of internal processes and raise suggestions to increase efficiency to Customer Service Operations Manager.
* Complete ad hoc tasks relevant to the role as assigned by the Customer Service Operations Manager and/or Chief Operations Officer.
* Be willing to support other departments as and when required.
PERSON SPECIFICATION
* The successful candidate will have proven ability in excellent customer service delivery, including complaint handling and resolution.
* The person should demonstrate excellent prioritisation and time management skills, be self-motivated with the ability to achieve specific deadlines, whilst remaining calm and composed under external pressures.
* Previous experience of managing and coaching direct reports.
* Previous experience of relationship building over the phone, email and face-to-face, with both internal and external stakeholders.
* Excellent written and verbal English language skills, with knowledge and experience of using a CRM/ERP system.
* The candidate should have the capacity to understand, interpret and communicate technical watchmaking terminology and procedures to end clients in an appropriate fashion.
* Experience within the luxury watch & jewellery industry desired, however other relevant industries would be considered.
COMPANY BENEFITS
* 20 days holiday entitlement from the off, increasing accordingly to length of service
* Life cover
* Excellent length of service awards featuring the issuing of those Bremont timepieces we are all so proud to produce.
* Significant permanent employee discounts on Bremont Watches, with great ‘family and friends’ Sales.
* Unique retail discounts for many different brands, available both locally and online.
* Enhanced Maternity and Paternity leave.
* Wellbeing initiatives including counselling and 24/7 financial & legal advice.
* Strong support regarding time off for you partake in any commendable volunteer work.
* A day’s holiday for you to celebrate your birthday!
* We’re a sociable bunch and plan several social events throughout the year.
* Training programmes offered with a focus on career development within the company.
* A fantastic and enviable new facility in which to work, very near the town centre
WORKING ENVIRONMENT
* 37.5 Hours per week. Monday to Friday.
* Place of work: The Wing, Henley-on-Thames. UK
* Responsible for 2 direct reports, within a wider departmental team of 15 people.
* 4-month probation.
* 2 months’ notice period up to 2 years’ service, increasing to 3 months from 2 years +.
* Dress code: Business Casual.
INTERVIEW PROCESS
Stage 1
Interview with the hiring manager and HR onsite at The Wing, Henley-on-Thames.
Stage 2
Interview with the hiring manager and Senior Manager onsite at The Wing, Henley-on-Thames.
Job Types: Full-time, Permanent
Pay: From £30,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Free parking
* Referral programme
Schedule:
* Monday to Friday
Application question(s):
* What are your salary expectations?
Work Location: In person
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