Customer Service Manager

6 days ago


Reading, United Kingdom Jaguar Espresso Systems Full time

Don’t miss this great opportunity to join the UK’s leading independent wholesaler to the speciality coffee & tea sector.

**Customer Service Manager
Reading, RG30 1BD
£45,000 - £50,000 per annum, dependent on experience
Full Time, Permanent Position**

**Please Note: Applicants must be eligible to work in the UK**

Jaguar Espresso has been in business for 25 years and we are a wholesaler of all things coffee - think espresso machines, grinders, spare parts, cleaning products and all of the kit that you see in coffee shops. In fact, everything but the coffee itself.Customer service is our number one priority alongside product choice and availability.

With a positive company culture and embedded employee values, we’re looking for an experienced Customer Services Manager to head up our team ensuring we deliver a first-class experience.

Full of ideas and experienced in online customer services, you will be responsible for shaping the culture in the customer service department defining the processes that ensure our customers are given the best possible service.

**In this role you will**:

- Define and implement processes ensuring these are followed through training and guiding the team.
- Review processes and procedures to ensure that they are time efficient and cost effective.
- Identify customer query types and their route through the business. Ensuring all queries are answered as quickly and efficiently as possible.
- Drive customer retention through improved customer services.
- Record any customer complaints.
- Act as the escalation point for any customer issues.
- Develop guidelines and training documents for customers.
- Work with the marketing team to develop FAQ’s and Online Help section
- Log & Review customer query types.
- Manage the customer service team setting objectives and performance management.
- Provide operational feedback to the directors to assist in driving continuous improvement across the department/business.

**About You**:

- Previous experience of managing a customer services team for an online business is essential.
- IT literate and comfortable working with new technology.
- Proven track record of achieving and exceeding customer service and productivity KPIs
- Excellent communicator.
- Ability to forge strong working relationships with other departments.
- Experience in customer satisfaction/retention roles.
- Customer orientated.
- Calm, engaging but assertive to deliver solutions.
- Confident in leading.

**Additional information**:

- Hours: Monday
- Friday 9am-5:30pm
- 5 weeks annual holiday entitlement & bank holidays
- On-site parking
- Easily accessible via public transport

**You must be eligible to work in the UK.**

Other suitable skills and experience includes Customer Service Advisor, Customer Service Specialist, Customer Service Administrator, Online Customer Service, Sales and Retail, Customer Care



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