Customer Service Manager

Job Description

Customer Service Manager Sutton In AshfieldOur client is one of the UKs leading consumer brands in luxury, high-end textiles and furnishings across the UK and internationally.They are also part of an International Group, consisting of other major furnishing brands, therefore providing strong financial stability and wide market recognition.The Company has successfully continued to grow and expand, even during the last 18 months, and their future business demand and order book remains exceptionally strong.They employ a very substantial number of staff within their clean and modern facility, which includes production, design, marketing, finance and customer service teams.Due to their continued growth, promotion and expansion, the company requires an experienced Customer Service Manager on a full-time and permanent basis, to take full control of their customer service team, for their loyal and expanding customer base.Summary:Reporting to the Head of Customer Experience, your role will motivate and lead the customer service team to deliver outstanding customer service. You will communicate effectively at all levels and manage the performance of the team against agreed KPIs andobjectives.Key Responsibilities:

• Overall strategic direction and management of the Customer Service Team to ensure that the workload is completed in an effective manner and in line with production schedules.

• Ensure that the order processing team effectively prioritise workload in terms of new orders, service items and pro-forma orders.

• Ensure appropriate reports and communications are supplied to customers for updates on progress of orders.

• Monitor communications for accuracy and appropriateness, ensuring they meet all brand communication guidelines.

• Use reports to highlight any concerns and proactively seek resolutions.

• Ensure that the Order Processing Team achieve agreed SLAs in terms of number of orders processed, quality of work and address any issues.

• Promote and maintain a high standard of customer service to both team and customers by being a role model.

• Ensure that emails and calls received from customers and consumers are handled professionally and in a timely manner.

• Ensure that company policy and procedures are understood and implemented by the team; including Service Level Agreements.

• Maintain and monitor office procedures.

• Proactively seeking product knowledge from across the business and involving your team, i.e. encouraging the team to liaise with production regarding new products.

• Liaise with production personnel for advice on technical information and maintain files accordingly.

• Organise collections and deliveries of returned items for repair and credit.

• Work closely with the Operations team - run a daily meeting on orders that are in production and follow up on priority orders to minimise the impact to customers.

• Ensure that the team complies with all aspects of Health and Safety policies.

Manage a team of 13 direct to meet business priorities.

• Hold regular team meetings and feedback sessions.
• Set and monitor department and individual objectives including agreed SLAs.
• Lead recruitment activity for the team.
• Ensure effective training in the role and ensure up-to-date product knowledge, specifications and technical specs.
• Hold 1:1 appraisal review meetings, monitor attendance and manage any performance requirements.

Key Skills:The successful candidate will be an enthusiastic customer focussed performer with the team leadership experience to drive improvements within the customer service department.

• Previous extensive customer service experience in a customer-focused industry would be advantageous.
• A senior customer service advisor, team leader or manager, with first-class customer service skills, from a fast-paced environment will be beneficial to this role.
• Experienced in leading, motivating and focusing the team to meet objectives.
• Remote customer service skills and helping to deal with customer queries or issues by email and over the telephone (call centre experience would also be beneficial).
• Strong team leader experience with proven skills in employee development.
• Excellent communication skills, both written and oral.
• Strong organisational and time management skills
• Self-starter, confident & a decision maker
• Strong interpersonal skills, with the ability to lead, motivate and develop a team.
• Ability to multitask and focus on key priorities
• Positive and proactive
• Adaptable to changes
• High attention to detail
• Computer literate with strong skills in Outlook, Excel and Word.

The role requires a resourceful and customer focused professional who will lead, take ownership, communicate effectively with all levels of staff, and adopt a hands-on approach in order to deliver a first-class service within an exciting, busy organisation.In return, the company provides recognition and long-term growth potential within a successful international organisation.The company offers an attractive salary and company benefits include:

• Pension scheme - company will match up to 4%.
• 4 x Life Insurance cover
• Permanent Health Insurance (Income Protection) Scheme.

The role is working Monday to Friday, Office hours.To apply for this exciting role, please send your CV urgently.This vacancy is being advertised by New Resource Group; the services of New Resource Group are that of an employment agency.

Keyskills :
Call CentreCustomer ServiceCustomer Service ManagementSales TeamAftersales