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Customer Experience Manager

2 months ago

Horsham, United Kingdom Harris Lord Recruitment Full time
About the Role

We are seeking an experienced Customer Service Director to lead and support our customer service team for an award-winning industry leader offering a diverse range of products for all ages across online and in-store through various major retailers and independent outlets.

This role involves cross-departmental collaboration, particularly with sales, e-commerce, and the warehouse, to maintain seamless service delivery.

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.
  • Account Management: Collaborate with the accounts team on overdue or over-limit trade accounts.
About You

The ideal candidate will be a problem-solver with excellent communication skills, a keen listener, and a strong sense of empathy. You should have previous experience in a similar customer service role, with management experience. The role requires strong attention to detail, a good telephone manner, and proficiency in Microsoft Office, particularly Word and Excel.

Additional Information
  • This is a fully office-based role, and you must be able to drive due to no public transport options.
  • Benefits include a pension contribution, life assurance, rising annual leave, and product discount.