CUSTOMER SERVICES MANAGER

Where? Our Head Office in Luton (moving to Great Gaddesden Summer 2021)

With? Customer Services Team

Working Hours? 37.5 hours or as necessitates the role

Reporting to? Head of Ecommerce

 

The role...

This pivotal role will be responsible for helping to create and shape our new Customer Services framework to support our future growth and will manage all touchpoints with customers so that we exceed their expectations.

 

Your story so far...

As an experienced Customer Services Manager, you are not only passionate about delivering great customer service, but also understand the importance of motivating and developing a team. You have a strong academic background (Min A level education) with a flexible attitude to work and a hands on approach when needed. Relationship building comes naturally to you, and with your drive and motivation, you are now ready to move to a business who are going through substantial growth and are excited about the future.

 

Your character and skills will include...

  • A Customer Services champion, proud of their achievements both internally and externally, who wants to be the best in the industry
  • Always positive and approaches challenges with resilience and a sense of humour
  • As confident finding solutions as proposing and implementing them
  • Never settles for the status quo, happiest when managing change and growth from the front and always flexible
  • Thrives on a mix of hands-on work and strategic thinking
  • Deadline focused, you anticipate and meet all deadlines and are committed to the completion of each task
  • Highly personable and able to build relationships quickly and positively
  • Strong leadership skills, with excellent communication – both verbal and written

 

Your main responsibilities will be...

  • Managing the workflow of all customer enquiries, including phone, email, live chat, social and reviews to ensure they are resolved quickly, to a high standard and in line with our brand values
  • Continually reviewing customer requirements and identifying gaps in our service and proposing and implementing solutions
  • Monitoring the wider Customer Services’ landscape and ensuring our service levels and systems are ahead of the competition
  • Working with the Web Fulfilment and Distribution teams to beat our customers’ delivery expectations
  • Managing the relationship with packaging suppliers so our orders are not only beautifully presented but also achieve value for money
  • Managing courier relationships so our customers have a great delivery experience and we achieve value for money
  • Ensuring returns & refunds are processed within two working days
  • Never missing a sales opportunity in line with our brand values; turning refunds into exchanges and showcasing our beautiful products
  • Liaising with the Distribution and Web Content teams so stock levels and product information are accurately reflected in our online channels
  • Ensure all order administration is completed accurately and on time

 

People

  • Develop and mentor a growing team, currently 3, and drive further recruitment when required
  • Manage the Customer Services & Web Fulfilment team rotas in line with sales activity
  • Recruit seasonal Customer Services and Web Fulfilment team in conjunction with our HR team
  • Manage the Web Fulfilment Supervisor
  • Create an efficient and productive physical working environment
  • Propose structural changes to satisfy changing customer demands
  • Run regular team meetings, 1-to-1’s and appraisals
  • Work with the team to ensure they are hitting set KPIs & personal goals
  • Run training programmes encompassing sales, service & systems
  • Plan and run cross-departmental support programme outside of peak periods
  • Propose and run team incentives

 

Systems

  • Good knowledge and understanding of customer service systems such as Zendesk & Freshdesk and be comfortable understanding and evaluating new systems
  • Propose and implement new systems to improve customer satisfaction and the team’s efficiency
  • Continually review & feedback on our technology setup to senior management
  • Manage customer services systems to ensure they are used to their full potential
  • Create & deliver a departmental roadmap covering systems, processes and structure

 

Reporting

  • Identify, measure and report on departmental KPIs in conjunction with line manager
  • Provide analysis that supports new systems, processes and structure
  • Share returns reports with relevant departments
  • Manage customer services systems to ensure they are used to their full potential
  • Set the reporting framework in conjunction with line manager

 

What does success look like?

  • Consistently achieving and/or exceeding all KPIs
  • A highly productive and motivated team
  • Every customer is happy and issues are turned into opportunities
  • The customer service systems are in place to handle substantial growth

 

 

To apply, please send a copy of your CV and short covering letter to recruitment@ospreylondon.com.