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Customer Service Manager
2 months ago
Job Title: Complaints & Customer Service Executive
Company: Harris Lord Recruitment
Job Type: Full-time
Location: Remote (Flexible)
Job Description:
Overview:
We are seeking an experienced Customer Service Manager to lead and support our customer service team for a leading industry leader offering a diverse range of products for all ages across various channels. You will be responsible for overseeing daily operations, ensuring customer satisfaction, and resolving any service issues efficiently.
Key Responsibilities:
- Team Management: Manage the customer service team, organizing workflow and ensuring tasks are completed to a high standard.
- Productivity Monitoring: Monitor team productivity, providing feedback and support as needed.
- Performance Reviews: Conduct annual performance reviews and manage team leave and sickness.
- Customer Resolution: Resolve customer complaints and issues, ensuring a positive customer experience.
- Training and Development: Train new team members and keep the team informed on new procedures, products, and promotions.
- Customer Communications: Handle customer communications, including order processing and upselling.
- Return and Refund Management: Manage customer returns, refunds, and online reviews.
- Collaboration: Collaborate with the accounts team on overdue or over-limit trade accounts.
Requirements:
- Experience: Proven experience in customer service management, preferably in a similar industry.
- Skills: Excellent communication and problem-solving skills, with the ability to work in a fast-paced environment.
- Education: Relevant degree or equivalent experience.
What We Offer:
- Competitive Salary: £30,000-£32,000 per annum.
- Benefits: Pension contribution, life assurance, rising annual leave, and product discount.
