Customer Service Manager
Trophystore.co.uk Ltd, the UK’s largest online retailer of trophies, medals and awards, is looking for an experienced Customer Service Manager to join its busy, expanding business in Tamworth. This is a fantastic opportunity for a forward-thinking manager to make a direct impact on the future growth and success of their team and the 3 businesses within our ecommerce group.
If you’re a confident person, passionate about delivering great customer service, while continually demonstrating excellent organisation and communication skills with a strong, supportive, hands-on management style, this could be just the job for you.
As Customer Service Manager, you’ll be developing, leading, and inspiring your team to deliver outstanding customer service.
Your key responsibilities will include:
- Managing and mentoring a small Customer Support/Artwork Team
- Day to day management of customer service, sales tasks and artwork duties, ensuring service levels and lead times are achieved
- Engaging and motivating your team, ensuring staff are multi-skilled to cover all aspects of customer support, including liaison with third party couriers and suppliers
- Responding confidently and professionally to live chat, email, phone calls and social media activity
- Replying to, acting upon and reporting on, social media activity and customer feedback
- Monitoring and managing our online customer service experience. Providing regular feedback on the efficiency of our processes, identifying development areas and implementing improvement action plans
- Training and mentoring your team to achieve excellent results and conducting regular performance reviews
- Preparation and analysis of monthly reporting management statistics
Skills and experience required:
- Experience managing an office-based customer service team
- Commercial awareness with great leadership and people skills
- Ability to effectively manage multiple projects/tasks of varying complexities
- Knowledge of working with multi-channel customer support options, confidently be able to discuss the pros and cons
- Ability to prioritise work to meet deadlines and remain calm under pressure in a fast-paced environment
- Excellent verbal and written communication skills with outstanding telephone manner
- Experience of dealing with and resolving difficult issues
- Proficient user of MS Office 365 with strong analytical and reporting skills
- Knowledge and experience of ecommerce
- 5 GCSE’s including English & Maths at grades A*-C (4-9) or equivalent
Here at Trophy Store, whilst we all come to work to do an outstanding job, we also believe in having fun and ensuring everyone keeps a good work/life balance.
Additional benefits include:
- Full training programme
- Being part of a growing business in a growing sector
- Regular development reviews and mentoring
- Pension scheme
- 28 days holiday (incl. Bank Holidays) plus yearly incremental increases
- Eye care vouchers
- Great location with free on-site parking
- Friendly enthusiastic team ethos
- Cycle to work scheme
- Employee of the Month benefits
- Social and team building events
- Staff discounts
- All day refreshments - tea, coffee and filter water
- Doughnut, cookie, pizza days . . . and more!
Full time working hours are 40 hours per week, 8.30am – 5.30pm, Monday to Friday (may include occasional Saturdays).
Interested? If you're comfortable in an environment driven by continuous improvement, and can see yourself fitting in with our demanding, exciting, ever evolving business, then please send us your up-to-date CV. We'll email you a Supporting Application Form for you to complete and return without delay. This advertised position may close early if the right applicant comes along.
NO RECRUITMENT AGENCIES PLEASE