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Customer Service Director

2 months ago

Macclesfield, Cheshire East, United Kingdom Pour Moi Ltd Full time £30,000 - £35,000

{"h1": "Customer Service Manager", "p": "At Pour Moi Ltd, we are seeking an experienced and highly motivated Customer Service Manager to oversee our customer support operations in both wholesale and B2C channels.

This role demands excellent leadership, communication, and problem-solving skills, as well as the ability to develop strategies that enhance customer satisfaction and support business growth.

Key Responsibilities:

* Lead the team to deliver exceptional customer experiences, ensuring brand values and tone are always adhered to in all customer interactions.
* Review and continuously improve customer service approach and processes, with a goal to streamline these and enable the team to focus more on relationship building.
* Ensure the necessary resources and tools are available for quality customer service delivery.
* Build strong relationships across departments and provide feedback to management on all areas of improvements.
* HR duties such as 121s, performance management and holiday requests.
* Effective reporting on customer service contacts for evaluating the performance and identifying areas for improvement.

Requirements:

* Experience of leading a team in offering an excellent, customer-focused service in both B2C and B2B Environment in a product led industry.
* Be able to resolve issues related to product availability, pricing, order processing, and shipping for wholesale customers.
* Excellent communicator demonstrating a natural desire to find solutions, help people and be positive even in challenging situations.
* Organised and efficient with your time, able to self-manage whilst being comfortable asking for help or guidance when you need it.
* Experience of implementing digital services to improve the customer experience.

What We Offer:

* A competitive salary
* 25 days holiday per annum (plus bank holidays)
* Annual bonus scheme
* Exclusive discounts
* Flexible working

Job Type: Full-time, Permanent

Additional Pay: Bonus scheme

Company events

Company pension

Employee discount

Health & wellbeing programme

On-site parking

Sick pay

Day shift

Monday to Friday

Management: 2 years (required)

Customer Service: 3 years (required)"}