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Customer Operations Manager

Graham & Brown
Job LocationBlackburn
EducationNot Mentioned
Salary£35,417 - £44,271 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Here at Graham & Brown, we are looking for an enthusiastic Customer Operations Manager to join the team, based in Blackburn. You will join us on a full-time,permanent basis. In return,you will receive a competitive salary of £35,417 to £44,271 per annum.Graham & Brown has had design and colour at the heart of our business for over 75 years. With leading brands such as Superfresco Easy and the Graham & Brown brand itself, our offer stretches across categories from wallpaper, paint, fabricand wall art. We are committed to contemporary, leading-edge design, across our international markets, and put the customer at the heart of everything we do. We have been recognised as a “Cool Brand” on seven successive occasions. As a 3rd generation, familyrun business, we have the luxury of freedom to implement fresh ideas and to form great working relationships with all our colleagues across the business. We are also a carbon neutral business with a real commitment to sustainability.We offer a range of excellent benefits, including:

  • Self-managed time – pick your working hours and holidays to suit
  • Birthday day off
  • Generous staff discount on all Graham & Brown products, up to 60%
  • Access to colleague discount portal
  • Generous pension, totalling 10%
  • Life Assurance
  • Free parking
  • Use of company pool cars for company business
  • Regular Company social events, brought to us by our very own Fun Squad!
As our Customer Operations Manager, you will lead and manage the overall running of the sales administration and customer service teams, ensuring daily and weekly targets are met.Our Customer Operations Manager will have the following responsibilities:
  • Management responsibility for circa 15 colleagues including 2 Team Leaders.
  • Management of the teams to ensure procedural adherence and service level compliance in the following areas:
    • Response times (phone, e-mail etc)
    • Order Processing
    • Order accuracy
    • Pricing
    • Sales Reporting
    • Export documentation following guidance from Chamber of Commerce
    • Direct customer experience
    • Invoicing
    • Point of Sale
    • Fixtures
    • Range Change and Promotions
    • Print and Ship Accounts
  • Adopt company collaboration charter and values and encourage a one team culture
  • Provide help and advice to customers regarding products or services
  • Communicate courteously with customers by telephone, email, and face-to-face
  • Investigate and solve customers problems, which have been escalated
  • Handle and manage customer complaints
  • Authorise refunds or replacements
  • Maintenance of records and data
  • Analysis of data and report on KPIs and SLA’s
  • Improvement of customer service procedures, policies and standards
  • Liaison with other managers to discuss possible improvements to customer service.
Experience and skills required by our Customer Operations Manager:
  • Educated to degree level or equivalent relevant experience
  • Management skills to lead and influence a team
  • Excellent Customer Service skills
  • Excellent verbal and written communication skills
  • Good attention to detail
  • Good organisation skills
  • The ability to work on own initiative
  • Excellent knowledge of Microsoft Office packages.
If you have the skills and experience we are looking for, click ‘Apply’ now to be considered as our Customer Operations Manager we’d love to hear from you!

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