Head of Customer Service
3 days ago
It is a great time to join our business Celebrating 75 years here at Moores, we have mastered the art of designing, manufacturing, selling, supplying and installing our own products. We are a forward-thinking employer that invests in our people, with a down to earth and friendly culture.
We are looking for someone join us as our Head of Customer Service This is a really exciting opportunity for a customer focused individual to join us in a new role
**Duties**:
- Creating a suite of information to help customers understand our products and services and be clear on expectation of our service.
- Investigating and solving customers' problems, which may be complex or long-standing, resulting in mutually satisfactory outcomes
- Review and authorise refunds or compensation to customers ensuring these are accurate and appropriate
- Create processes to ensure accurate records of discussions or correspondence with customers is maintained and efficiently acted upon within a reasonable timeframe.
- Analysis of statistics or other data to measure the level of customer service we provide
- Creating an ongoing action plan to improve levels of service
- Create and develop an effective feedback process or complaints procedure for customers to use ensuring that the outputs allow opportunity for continuous improvement
- Collaborate with other managers to discuss possible improvements to customer service
- Maintain expert knowledge on products or services and keeping up to date with changes and trends in the industry
Knowledge, Experience and Skills Required:
- Manufacturing Capabilities - Have or develop an excellent appreciation of the company’s products and services
- Learn about our Customer Base - Scale and diversity, including individual accounts and some end use product knowledge
- Understand our Supplier Base - Scale and diversity, including individual suppliers and their capabilities
- Computer system - Need to develop an excellent knowledge of the Moores systems and good working knowledge of key Microsoft packages (Outlook, Word, and Excel)
- To be able to demonstrate strong and clear leadership and a high level of commitment in achieving the right results for the Business
- High level of self-motivation and the ability to motivate others
- Ability to work under own initiative and creatively solve problems
- Ability to ‘coach’ your team to develop each individual team member
- Diplomacy, Patience, Big Picture Vision, Empathy, Commercial acumen
- Strong communication and negotiation skills
- Good investigative and problem-solving skills
- Enthusiastic and effective team member
- Excellent organisational and time management skills
- Willingness to continually learn and improve
**We have some Amazing Benefits including**:
- 85% Staff Discount on our products
- Company Pension scheme
- 25 days Holiday plus bank holidays
- Free Parking
- On-site subsidised Canteens
- Life insurance
- No Weekend Working2 Week Christmas Shut Down
**Job Types**: Full-time, Permanent
**Salary**: £50,000.00 per year
Schedule:
- 8 hour shift
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