We have an exciting opportunity for an experienced full time Customer Service Manager to join our busy team. The successful candidate will have the ability to manage and motivate a successful team, excellent communication and telephone skills with a proven customer service background, and previous experience of IT systems and all Microsoft Office packages. Flexibility is required as a late night and weekends are included.
Contract:- Permanent
Hours:- Minimum of 40 hours per week on a rota basis including weekends
Core Duties:-
- To show energy, commitment and enthusiasm in the role and lead by example
- To give support training and guidance to the HUB team and customer care team.
- Take a lead role in the development of key KPI’s and the delivery of these to the business.
- To be proactive and organized in the development of the Customer care team.
- Work within the guidelines of the company’s terms and conditions of sale, ensuring guidelines are met.
- To maintain strong and positive relationships with all departments around the business.
- To hold monthly meetings with staff/1-2-1 reviews and to manage moral and discipline in line with policy.
- Point of contact for complaint escalation, phone, email, letter & TFO relationship.
- Management of current CRM system and phone system and assoc. training.
- Daily involvement with Internet orders, and various social media channels.
- To develop a product/supplier reporting package and share with the business monthly or on request.
- Build positive relationships with internal and external customers, suppliers and partners
- To make cost effective and commercial decisions using your own initiative and not to refer upwards
- Act in a proactive manner; and continue to question what is perceived to be the norm.
- To ensure that delivery arrangements are made in a cost-effective manner.
- To identify problems or weakness and offer sound sensible solutions.
- To provide support to the management team in the absence of the Operations manager
- Demonstrate a firm commitment to achieving and exceeding DC targets.
- To ensure that the daily work plan is translated into actions.
- To develop a reporting function for all of the DC operations.
- Oversee the goods in administration team and assist with any related aspects.
- Oversee the KPI’s for the DC and be proactive in improving the performance of the operation.
- To ensure that the working environment is maintained and in a safe and clean state.
- Demonstrate a positive and ‘can do’ attitude consistently.
- Focus on the needs of our customers, both internal and external.
- Treat work colleagues with respect.
- Demonstrate a positive approach to any changes to your role or within the business
- Demonstrate good communication skills to both customers and work colleagues.
- Protect and promote Housing Units Ltd and our work colleagues.
- Complete all tasks in a timely and efficient manner.
- Be enthusiastic to learn and continually seek improvement in all aspects of your role.
- Encourage and maintain safe working practices in line with current Health and Safety legislation.
- Perform and conduct all necessary allied duties to ensure the smooth running of the department.
- Undertake any duties that can be reasonably requested, offer flexibility and a willingness to change
Staff Benefits:-
- Outstanding staff discount
- Extra annual holidays as your length of service increases. Including your birthday off each year (after 12 months full service)
- Free use of two company holiday homes, one in Spain and the other at Ribby Hall (near Lytham St Annes)
- Free Football tickets for either Manchester United or Manchester City
- Use of two VIP seats at Manchester Arena to watch your favourite show or concert
- Free onsite car parking at both the store and the distribution centre
- Employee of the month and year awards
- Birthday card and gift voucher for special birthdays
- A store gift voucher for newly weds or new parents
- Regular staff events and occasions
- Long service awards
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Employee discount
- On-site parking
- Sick pay
Schedule:
- 8 hour shift
- Day shift
- Weekend availability
Ability to commute/relocate:
- Chadderton, OL9 7HU: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 5 years (preferred)
Work Location: One location
