Job Title: Store Customer Services Manager
Location: Cambridge Reuse, Cambridge
Employment Type: Part-time (3 days per week, 21 hours) – Onsite
Salary: £16,500 per annum
Holiday Entitlement: 17 days per holiday year
About Cambridge Reuse:
Cambridge Re-Use is a registered charity that provides low-priced recycled furniture to those in need, with particularly low prices for individuals on low incomes, benefits, pensions, and grants. We aim to reduce landfill waste by offering affordable, second-hand furniture while promoting sustainability and a humane circular economy.
About the Role:
We are looking for a motivated and customer-focused Store Customer Services Manager to join our team. In this role, you will oversee store operations, manage the customer service team, and ensure excellent service is delivered to all customers. You will also be responsible for driving sales, managing stock, and implementing promotional activities to enhance store performance.
This leadership role will be working alongside the Facilities Office Manager, and you will both be responsible for the daily operations of the store, reporting directly to the Board of Trustees which includes preparing a monthly reporting pack to feed into the monthly Trustee Meeting. In the absence of the Facilities Office Manager, you will also assume full responsibility for the smooth running of our office facilities and administrative functions, ensuring adherence to company policies.
Key Responsibilities:
1. Team Management & Motivation: Lead and motivate the customer service team to achieve sales targets and deliver outstanding service. This will include both permanent staff and volunteers.
2. Recruitment & Training: Oversee recruitment and training of all new staff, ensuring that all team members are equipped with the necessary skills and knowledge to excel in their roles.
3. Stock Management: Track inventory levels, ensure stock is adequately ordered, and manage the organization and presentation of stock on the sales floor.
4. Sales Promotions & Events: Plan and execute sales promotions, in-store events, and activities that drive customer engagement and increase sales.
5. Customer Service Management: Address customer queries, complaints, and feedback in a professional manner, ensuring a positive customer experience.
6. Sales Analysis & Forecasting: Analyse sales figures, track performance, and forecast future sales trends to adjust strategies accordingly.
7. Budget & Reporting: Control store budgets, monitor expenditure, and provide regular reports to senior company executives regarding sales performance and operational efficiency.
8. Collaboration with Trustees: Attend meetings with the board of trustees when required, providing updates and support on customer service matters.
9. Security & Loss Prevention: Implement and oversee security measures to protect against theft, fraud, and other security risks.
10. Store Oversight: Assume joint responsibility for opening/closing the store as a key holder, ensuring store security and operational safety.
11. Store Management: Work with the Facilities Office Manager to ensure that the store is resourced at all required times.
Required Skills and Qualifications:
1. Proven experience in retail or customer service management, preferably in a similar setting.
2. Excellent leadership skills with the ability to motivate and manage a team effectively.
3. Strong communication and interpersonal skills to interact with customers and team members.
4. Demonstrated ability to manage stock and oversee sales operations.
5. Analytical skills to interpret sales data and make informed decisions.
6. Strong problem-solving abilities and the ability to handle customer complaints and issues effectively.
7. Understanding of retail security and loss prevention practices.
8. Ability to manage budgets and produce reports for senior management.
9. Flexibility and the ability to manage a varied workload in a fast-paced environment.
10. Knowledge of IT systems and retail management tools (e.g., POS systems, Microsoft Office).
Personal Attributes:
1. Proactive and solution-oriented approach to work.
2. Strong attention to detail and high standards of customer service.
3. A passion for sustainability and helping those in need.
4. Strong leadership and teamworking skills.
5. A positive and approachable attitude with a customer-first mindset.
How to Apply:
If you are an experienced retail manager who is passionate about customer service and sustainability, we would love to hear from you.
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