We are looking for an experienced Customer Service Manager to join a well established Retail business in the Oxford area, you will be responsible for a team of Customer Service Advisors as well as both B2B and B2C channels.
Job Purpose
* Maintain excellent service levels for customers across all interaction points.
* Develop a motivated and efficient team focused on increasing customer satisfaction, loyalty, and retention.
* Ensure the smooth fulfilment of all e-commerce, B2B orders, and store deliveries handled through the third-party logistics provider.
Key Responsibilities
* Monitor and ensure key performance indicators, such as average response time, first reply time, and productivity, are achieved and reviewed regularly.
* Balance resources effectively to manage B2B and B2C orders as demand fluctuates, ensuring team members adapt to fulfilment methods as required.
* Ensure e-commerce orders are fulfilled according to customer delivery expectations.
* Support the fulfilment plan for B2B orders, ensuring timely and accurate delivery to customers.
* Address B2B customer complaints.
* Manage store delivery-related processes, enquiries, and complaints.
* Improve internal processes, reduce costs and inefficiencies, and identify sales opportunities.
* Provide regular updates to stakeholders on service levels, key issues, and capacity across channels, maintaining strong relationships and keeping teams informed.
* Stay updated on industry developments and benchmark performance and standards externally.
Experience, Skills, and Competencies
* Minimum 3 years’ experience in customer service support within a retail environment, preferably in a fast-paced setting.
* At least 2 years of proven experience in a senior customer service role managing a team.
* Strong attention to detail, excellent organisational skills, and a problem-solving mindset.
* Analytical skills, including data analysis and dashboard interpretation.
* Strong written and verbal communication skills.
This role will require the candidate to be in the office 4 days a week.
Salary bracket is £35,000 - £45,000 + bonus and benefits.