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Customer Service

4 months ago

Twickenham, United Kingdom Lamb Personnel Ltd Full time

Experienced and motivated Customer Service & Operations Senior Manager required to join a very talented and nimble team in central Twickenham, Middlesex.

The role of the Customer Service & Operations Senior Manager is to manage the business operationally day-to-day across both the customer service and operations teams to ensure that the business delivers a strong customer experience end-to-end and hit agreedinternal KPIs.

This role would report directly into the COO and would suit someone who is looking to progress to a Head of Customer Service & Operations within 12 months of joining and then COO within a further 12 months.

**Responsibilities**:

- Manage the Customer Service & Operations plan and budget, maximising the performance delivered in line with agreed targets
- Manage and drive the Customer Service & Operations Teams to ensure they deliver the defined business experience and are experts on the products
- Manage the accurate forecasting and reporting for Customer Services & Operations against quantitative and qualitative KPIs, driving key insights and recommendations
- Manage all key Customer Service & Operations external relationships and performance ensuring delivery against agreed targets
- Manage all stock to ensure it is fully accounted for and accurately reported on
- Manage the Customer Service & Operations Team recruitment, onboarding and training/ skills development, ensuring the team are able to undertake their roles to the best of their abilities and against agreed KPIs
- Manage all related data, systems and processes, ensuring 100% accuracy and compliance at all times and suggesting and implementing improvements
- Manage cases and identify and drive through improvements for all common cases. Oversee all costs/ liabilities related to the cases, ensuring they are fully recovered

Skills & Experience:

- 5+ years of customer service/ retail and operations experience
- 5+ years of supply chain experience
- Commitment to providing high levels of customer satisfaction and demonstrable experience in working positively in customer facing environments
- Experienced people manager, able to lead, motivate and inspire others at all levels to deliver against demanding objectives
- Demonstrable collaboration, stakeholder management, negotiation and influencing/ interpersonal skills both customer facing and with suppliers
- Excellent written and oral communication skills
- Experience in implementing effective processes and delivering projects independently
- Good problem solving and analytical skills
- Strong attention to detail and desire for maintaining quality data and systems
- Strong time management skills and the ability to multi-task and meet deadlines
- Process driven with strong planning skills
- Good commercial acumen
- Strong computer literacy with a good proven competency in MS Office notably Excel
- Experience working with Magento, CRM systems (Salesforce) and ERP systems (desirable)
- Industry experience in an e-commerce (retail desirable) co

Monday to Friday, 9am to 5:30pm. Salary£50-60K plus 10% bonus