Specialists in the design, development, sourcing and supply of quality consumer leisure goods

CUSTOMER SERVICE TEAM MANAGER

Section Customer Services
Location Heathfield, Newton Abbot
Contract Full time, Permanent
Salary £20,000 pa
Benefits Healthcare cashback scheme, 25% in store discount, 50% on-line discount, Pension scheme (if applicable)
Hours of Work 40 hours per week
Closing Date Friday 6th December 2019

CUSTOMER SERVICES TEAM MANAGER

Job Role:

The role involves leading and directing a busy customer service team for predominantly online retail operations. Reporting to Head of Customer Service, this role requires the Customer Service Team Manager to provide managerial support, management reports on departmental performance measures and monthly Q&A reporting directly to key members of the internal management team. Improving team performance, planning targets, up-selling, coaching, training and setting best practice to maximise efficiency of the customer service operations is the main focus of the role, as is delivering exceptional customer service as a core value of the business through your staff.

Key responsibilities:

  • 40 Hour week shift rota scheduled between:
    • 09h00 – 19h30 Monday to Friday
    • 08h30 -17h30 Saturday and Sunday
  • Manage and maintain customer service levels
  • Leadership of team members
  • Increase efficiency and set best practice guidelines
  • Maintain staff and personal knowledge of relevant consumer legislation
  • Ensure a high volume of quality calls and emails are responded to and thereby ensuring that the rapid response targets are met
  • Deal directly with escalated customer complaints and fault requests, maintain CRM customer records accurately
  • Provide information and technical advice where necessary to both team members and customers
  • Provide management reports and Q&A reports
  • Liaise with TII staff for operational assistance and information
  • Understand the key drivers of the business and how the team contributes to them effectively and efficiently
  • Recruitment of team members
  • Training and development of team members through coaching
  • Continuous Performance Management feedback to staff members
  • Maintain regular consistent and professional attendance, punctuality, personal appearance, and adhere to relevant health and safety procedures
  • Pursue personal development of skills and knowledge necessary for the effective performance of the role
  • Adhere to stated policies and procedures relating to Health & Safety Management
  • Any other tasks deemed by the Company to be necessary for the successful completion of the role

Person Specification:

  • Previous supervisory experience
  • Customer service/ call centre experience
  • Strong in coaching
  • Excellent Excel and Microsoft office skills
  • First class communication skills
  • Experience of using CRM software
  • Strong numeracy and literacy skills
  • Able to multitask
  • Strong time management for self and others
  • Knowledge of SOGA and Distance selling regulations preferred
  • Calm, methodical, intuitive, team player

Download Full Specification

How to apply?

If you would like to apply for this job vacancy with Wilton Bradley Ltd please use the link below to download the job application. Please send your completed application form to The Human Resource Department, 8 Wentworth Road, Heathfield, Newton Abbot, Devon, TQ12 6TL. For enquiries please contact us at hr@wiltonbradley.co.uk.

Download Application Form

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