Customer Service Manager

Customer Service Manager (team of 4)

Salary to be discussed at screening stage (our client has asked us not to advertise)

Monday - Friday, 9am - 5pm (30 min break). Our client has said they’d consider part time hours too.

Surrounding village to Kettering. Office based

Holidays: 33 days (including Bank Holidays)

Permanent

Match Recruitment are recruiting on behalf of their client based near Kettering. This role is an Ecommerce Customer Service Manager of 3 Advisors. Whilst managing your direct reports, you’ll work alongside two other managers and report to the Head of Department. There are 18 people in the whole department.

Our client is looking for a real people person. A warm, friendly and encouraging individual that will support the team with day to day support and the team’s on-going development. Our client is fortunate enough to have a genuinely nice, non-toxic environment and it’s important that this person fits right in and doesn’t apply a "micro-manager" management approach. Our client has said, "brashness" wouldn’t fit in here!

Whilst being a supportive Team Manager, you’ll also be hands on, especially in relation to dealing with those sensitive and difficult customer calls, some complaints too! This certainly isn’t a Call Centre environment, but their staff do answer a handful of CS related calls. Our client prides themselves on their top tier resolution of complaints and they want the person to embody that. Think how Harrods would handle a complaint - that’s the level they want.

Please note to be considered for this role it’s essential you’ve been in management (minimum Team Leader) role previously and recently. Ideally within an Ecommerce environment too. Unfortunately due to already having established Advisors at the company, they will not consider applicants that have no office leadership experience.

Summary of role:

• Manage, motivate, lead and support a team of three Customer Service Advisors, which is likely to grow as the business continues to do so.
• Deal with customer complaint escalation as well as problem solve any issues that arise; liaising with Warehouse, Finance, Merchandising or IT teams depending on the issue.
• Reporting, KPI monitoring and analysis for weekly, monthly, yearly and ad-hoc reports. Use of Excel in this role too. Minimum experience creating basic Graphs. Ideally experience creating formulas too.
• Manage relationships with external suppliers such as couriers e.g. raising lost orders and return complaints.
• Identify opportunities to streamline or improve processes and work these through with the Ecommerce / IT teams, including reviewing specifications and testing. Ensure policy and training documents are kept up to date with any changes or improvements.
• Oversee the stock levels of Ecommerce packaging, ordering in line with sales forecasts and liaising with suppliers.

Please apply today to learn more and be considered and shortlisted.

Match Recruitment Ltd is a Recruitment Agency and Employment Business and REC Corporate member based in Wellingborough and operating across Northamptonshire and nearby areas. If you haven’t received contact within 72 hours, please consider yourself unsuccessful on this occasion. Please don’t be despondent and feel free to apply to future job adverts.