Customer Service Manager - Retail (Wholesale & Direct to consumer) - Coventry

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View: 112

Update day: 07-05-2024

Location: Coventry West Midlands

Category: Consulting / Customer Service

Industry: Human Resources Staffing

Job type: Permanent

Salary: £51,000 a year

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Job content

  • Innovative, well recognised brand, growing this newly established department
  • Opportunity to build the team from the ground up

About Our Client

A growing brand, easily recognisable, innovative products! They are looking to grow their brand in the UK and expand their customer service offering (B2B and B2C).

Job Description

As the Customer Service Manager (E-Commerce) you will be managing a team of customer service professionals who handle order processing, handling complaints, investigating order delays/ returns and processing refunds within this growing business, servicing international Customers.

This is a new department, servicing customers via a single channel, but are looking to expand the offering in the department to ensure customers get the best experience. You will develop and improve customer service metrics, identify trends and improvement opportunities, identify and investigate reasons for service level gaps and lead improvement project plans.

You will invest in the staff training, conduct regular 121s and empower the team to deliver best in class service.


The Successful Applicant

The ideal person for the Customer Service Manager (E-Commerce) role will:

  • Must have worked in a B2B and B2C Wholesale/ Retail Call Centre and Customer Service team
  • Independently identify issues affecting the customer, leading and managing project improvement plans
  • Have used a CRM tool to identify issues and maximise performance
  • Have excellent stakeholder management skills - able to interact with various departments and leaders within the business
  • Have strong analytical skills
  • Have the proven ability to build and develop a Customer Service team (ideally multilingual)

What’s on Offer




A fun, challenging, highly rewarding role

Ability to build a department from 6 heads, multi-channel to a global, multichannel support team

Great salary: £51,000 (slightly negotiable for the right person)

25 days holiday + bank

Contact
Kerry Sudale
Quote job ref
JN-072021-2943306
Phone number
+44 1212 309 394
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Deadline: 21-06-2024

Click to apply for free candidate

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