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Customer Service Manager / Head of Customer Service

Location
Greater Manchester, Stockport
Job Type
Permanent
Salary
£27000.00 - £30000.00 per annum + Additional Company Benefits

A globally known retail brand have been in touch with DB Charles Recruitment to discuss the need to hire a permanent Customer Service Manager to be based initially from their site in Bolton however the role will be moving permanently to Stockport in the summer of 2018.

DB Charles are incredibly excited to be representing a brand with such a vast presence in a number of locations in the UK but also throughout the world. In retail, the saying goes “the customer always comes first” and this brand always ensures this and they are constantly seeking to provide the best possible retail customer experience on the market. The hire of this new position and person will be imperative to keep their standards high and always be seeking to be the best.

Essentially the permanent role as a Customer Service Manager will be to ensure the online customer support teams and the general customer service in the UK is of the highest standard and follows best practice.

The role will have a high number of day to day duties including a number of the following:

  • Internally liaising & supporting with a number of teams and individuals including Senior Management, Customer Service teams around the world and UK retail store managers.
  • Externally liaising & supporting with various distributors, drivers & couriers
  • Responsible for overseeing, double checking and handling issues around online orders
  • Carrying out tasks for online orders such as picking, packing & shipping
  • Claim handling
  • Compliant handling
  • Handling queries and communicating via phone, mail, email & social media
  • Ensuring individual team members and overall team KPI’s (key performance indicators) are met
  • Managing, mentoring & coaching customer service team members
  • Reviewing and implementing new processes to improve the overall customer service experience
  • Analysing and staying up to date with other retail brand customer experiences and implementing new ideas once approved.

With the role having such an important part to play within the business, the client is seeking candidates with the following skill set and experience:

  • An extensive previous experience working as a Customer Service Manager
  • A background of working as a Customer Service Manager within retail would be advantageous however would consider candidates with a passion or understanding of the industry
  • Previous background of managing a team
  • Strong background of handling complaints
  • Organised with a strong administrative background
  • Ability to work to KPI’s (key performance indicators)
  • Passionate about delivering the best service to customers
  • Candidates must drive and the role will initially require travel between Bolton & Stockport
  • Strong communication skills
  • Ability to commit to a permanent role
  • Strong ability to communicate via phone, email & post
  • Good working knowledge of MS Office Computer systems

The business are keen to review CV’s and interview candidates quickly however they have stressed how imperative it is to bring the right person into the business and they are prepared to wait to find the right candidate if needs be.

The client is looking to pay a permanent salary between £27,000 to £30,000K with additional company benefits and an excellent training program on offer.

We would love to receive your application soon if this sounds like the role for you.

Job Reference: DB23_1512580029

Salary: £27000.00 - £30000.00 per annum + Additional Company Benefits

Salary per: Annum

Job Duration:

Job Start Date: ASAP

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