Customer Service Manager - Berkhamsted, United Kingdom - Think Specialist Recruitment

Think Specialist Recruitment
Think Specialist Recruitment
Verified Company
Berkhamsted, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Are you a natural leader who would like to work with a small team for a local business based in Berkhamsted? We are pleased to be recruiting for a dynamic retailer who are looking for a Customer Service Manager to join them on a FTC for the next 12 to 15months.

This is a great opportunity for someone looking to bring ideas and manage a small team. You will need to be self-motivated and hands on to help your team through busy periods

This role is fully office based in Berkhamsted, working Monday to Friday, hours are from 9am - 5:30pm.


Key Responsibilities

  • Provide help and advice to customers in respect of the products available the company website.
  • Coordinating with Stock management and Marketing teams regarding product/stock issues and queries.
  • Further development of the customer service channels available i.e., webchat and general improvements needed to improve Customer Service.
  • To assist in the development of company customer services policy and internal procedures related to Customer Service.
  • Overseeing the coordination of returns & returns requests.
  • Overseeing the issuing of refunds or compensation to customers.
  • Keeping and overseeing the maintenance of accurate records of discussions or correspondence with customers.
  • Setting of KPIs and Analysis of statistics or other data to determine the level of customer service being provided.
  • Developing feedback or complaints procedures for customers to use.
  • Managing a small team of customer service personnel, organising duty rota to accommodate extended hours of customer service operations.
  • Resolving payment and review disputes.
  • Understanding inhouse stock control, ordering and dispatch systems.
  • Attention to detail.
  • Computer literate.
  • Ability to adapt to a small dynamic environment.
  • Ability to lead, guide and manage a team.
  • Able to develop an efficient system in a rapidly growing business.
  • Excellent communication skills (written and verbal).
  • Sound working knowledge of stock management systems.
  • Able to problem solve and recommend improvements.
  • Ability to multitask and to coordinate work on several systems.
  • Previous experience in a similar role at this level is preferred.
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