Customer Service Manager

Job Location	New Ollerton
Education	Not Mentioned
Salary	£23,000 - £25,000 per annum
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent, full-time

Job Description

Customer Service Manager - Head Office - FMCG Retailer - Nottinghamshire - To £25,000 + BenefitsFantastic opportunity to join a recently acquired, growing, FMCG retail business, working as part of their head office team in this new created Customer Service Manager position.As Customer Service Manager, your role will be to deliver outstanding service through all touchpoints of the customer journey. You will be responsible for leading a team of 6 to deliver customer service best practice throughout the business.Responsibilities:

Manage and lead the head office customer services team to ensure all customer enquiries are promptly & professionally dealt with

Monitoring of the returns, refunds and resends logs, looking for any trends and addressing accordingly

Develop and constantly review the company process and procedures, how to guides, and customer communication

Provide a single point of contact for store customer service teams to get advice on customer service issues and procedural queries

As our customer ambassador, help build loyalty from customer interactions with staff members by promoting and encouraging best practice

Managing call quality compliance within the team

Implementing and monitoring relevant reports and KPIs for:

Couriers

Customer Service team

Resolution times

Operational inefficiencies (Warehouse errors)

Continually reviewing and improving customer communication

KPIs:

Recruitment and training of the head office customer service team

Customer queries via telephone, email, web chat and passed from stores, answered within agreed SLAs

Method to log all customer queries through all channels, in order to measure resource required to support growth

Company wide customer service process and procedures documented, communicated and frequently revisited

Returns, refunds resends are logged to the agreed standards, reported on a monthly basis and trends investigated

Review of systems and processes, identifying opportunities to improve efficiencies relating to my clients on-line proposition, service delivery and customer data.

BBBH18061

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