Purpose of the Role
The role to ensure the smooth and efficient operation of the Customer Services department providing excellent customer service, ensuring excellent standards of customer care at all times.
Key Responsibilities
1. Ensure the overall effectiveness and efficiency of the Customer Services team and customer care provision.
2. Act as an ambassador and frontline service, ensuring yourself and the team demonstrate excellent customer services to all customers and retailers. Be the voice of the customer.
3. Act upon customer comments, complaints and queries, in line with company procedure.
4. Manage the response of the Customer Services team and deal appropriately with unacceptable customer behavior, in line with the Centre procedures and training. Provide training to the whole Derbion team on Customer Services.
5. Manage the general day to day operation, working closely with other teams within the Centre, to ensure high standards of cleanliness and Centre appearance in order to exceed customer expectations.
6. Ensure health and safety compliance and that the Customer Services team are working safely, highlighting issues that require further action.
7. Develop a best-in-class Customer Service offer with new products and services taking learnings from the retail sector and other industries
8. Manage the Centre’s click & collect proposition, driving footfall and generat...