• WISHLIST

Customer Service Manager

JOB TITLE

Customer Service Manager

DEPARTMENT & TEAM

Customer Service

LOCATION

Start-Rite Shoes, Peachman Way, Broadland Business Park, Norwich

WORKING HOURS

40 hours per week, Monday to Friday

OVERALL PURPOSE OF JOB

To lead a team of customer service advisors to confidently address customer issues with service, delivery and condition of products to both retailers and consumers. Working alongside the Head of Sales and Operations Director, develop and implement strategic aims and new initiatives to improve the customer experience, maintaining an environment that thrives on solving problems and increasing customer satisfaction, leading to an increase in sales.

IDEAL CANDIDATE PROFILE

Putting the customer/consumer at the heart of everything you do, you will be an experienced sales-led, omni channel Customer Service professional with a passion for the job and the ability to employ unique techniques to improve customer satisfaction. You will have experience of managing a range of accounts in varying sizes. An analytical thinker, who will be able to deliver improvements based on statistics and data that leads to an increase in overall sales.

KNOWLEDGE, EXPERIENCE AND SKILLS
  • Minimum of three A Levels at grades A-C;
  • Experience of working in an eCommerce environment with large scale growth;
  • Decisive judgement and business acumen competencies;
  • Ability to interpret and communicate data, statistics and financial information in the most appropriate way;
  • Excellent communication skills that allow you to inform, help and advise effectively;
  • Creative thinking to come up with new ideas to improve customer service standards;
  • The ability to demonstrate experience of problem solving;
  • Strong planning, organization and presentation skills;
  • Confidence, patience, tact and diplomacy;
  • Customer orientated approach with aptitude;
  • Motivational skills with the ability to supervise and lead a team;
  • Ability to work well under pressure and achieve deadlines;
  • Excellent computer literacy;
  • Numerate with the ability to analyse data and statistics;
  • Experience of working in a Customer Service environment is essential;
  • Experience of an internal or external Sales background would be desirable.
MAIN DUTIES AND RESPONSIBILITIES
  • Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements to customer service quality;
  • Implement effective processes for customer service advisors to interact with customers via telephone, email live chat or instant message;
  • Continually monitor and review working practices to make procedures more time and cost-effective, keeping ahead of developments in customer service;
  • Develop and implement reporting functionality, providing up-to-date statistics that drive recommendations;
  • Provide regular Board and Management updates detailing department milestones and progress;
  • Work with the Sales Team (Head of Sales and Business Managers) on processes and plans to increase customer satisfaction and develop and implement sales opportunities;
  • Analysis of statistics and data to determine levels of customer service leading to improvements as required;
  • Liaison with senior management, customers and key stakeholders to ensure quality of products and efficiencies of department;
  • Gain a thorough working knowledge and understanding of all aspects of the business, including the automatic stock replenishment system;
  • Plan and maintain departmental budget;
  • Drive the performance and development of the Customer Service Department, setting clear team objectives to deliver Company strategy;
  • Develop, implement and communicate customer service procedures and policies, making improvements where necessary;
  • Provide training and development to Customer Service Advisors on product information in conjunction with the Sourcing & Supply team;
  • Maintain confidentiality at all times, in line with GDPR requirements.
APPLICATION DETAILS

Please submit all applications by email with a copy of your CV to Donna.Squire@startriteshoes.com

Closing date for applications is Friday, 22 June 2018.