Job title: Customer Service Manager

Department: Sales and Marketing

Location: Highams Park

Reports to: Head of Sales and Marketing

Position Type: Full Time with some flexibility required (37.5 hours)

Working Pattern: Monday – Friday as agreed between 8.00am and 6.00pm

Job Description

Job Overview

  • Team Leader for the Customer Service Team, providing support and training relating to all aspects of customer liaison.
  • Administrative Support for the Business Development Team
  • Sales Support for incoming orders – printing, processing, follow up calls
  • Various other Administrative tasks supporting the Sales Processes.
  • Account management of existing customers

This is a key role within the organisation and is pivotal in providing a seamless experience for our customers, from the time they place their orders, to managing any feedback and after sales support.

Role Responsibilities and Duties

Work together with and manage the Sales and Customer Service Team to undertake the following tasks:

Provide Administrative Support to the Business Development Managers through:

  • Data entry support of customer leads and other information onto Netsuite
  • Stock control of key merchandise items in conjunction with Operations
  • Assist in collating samples for customer meetings

Provide Sales Support in respect of all incoming orders by:

  • Regular calls to repeat customers to check on reorder status
  • Processing of orders on Shopify
  • Daily printing of orders off system for Pick and Pack
  • Ensuring orders reach customers on time and as requested
  • Respond to all customer queries within agreed SLA time limits and with correct and appropriate responses and information.
  • Follow up on all complaints, queries and order issues.
  • Management of the feedback process across the organization, including collection, collation and analysis of feedback to identify any issues, trends or pinch points which need to be corrected in order to drive improvement and reduce errors.

Manage Customer Service Team to work efficiently and effectively through:

  • Staff Training and mentoring on all processes and procedures
  • Weekly 1-2-1’s to provide feedback on performance and set regular goals and targets for improvement if required.
  • Quarterly Performance reviews
  • Updating process manuals for all elements and tasks within the role
  • Host regular team meetings to share information and communicate any changes or highlight any issues that need addressing as a team.

Proactively manage the Hospitality element at Highams Park through ensuring our visitor facing areas and visitor experiences are positive and memorable. This includes but is not limited to:

  • Making sure the Reception Area is always tidy and welcoming with relevant reading material and product displays on show.
  • Ensuring the Meeting Room / Board room product displays are correct and up to date and the room is tidy and laid out as per requirements of visitors.
  • Ensuring there are sufficient refreshments and facilities available for all visitors.
  • Tidying up and restoring of meeting areas after meetings have ended.

Other administrative duties as required to support the sales and marketing function such as:

  • Company Oyster Card management
  • Team Expenses management

Qualifications and Skills Requirements

  • Relevant Qualification in either Sales / Retail / Customer service ideally with cold calling / telesales experience
  • Proficient user of IT systems including Netsuite, Outlook, Excel, Sharepoint, Word, Powerpoint
  • Ability to manage and motivate a small team in a positive and assertive manner
  • Experience of utilizing a CRM or database
  • Excellent customer service skills
  • Minimum of GCSE at level C or above in both English and Mathematics
  • Great Communicator, possessing excellent written and verbal English skills
  • Ability to delegate effectively to ensure successful completion of all tasks within required time frames
  • Good problem solving skills

Personal characteristics/Attributes

A positive and confident Team player who is flexible and adaptable to change.  An outgoing and enthusiastic individual who is results focused with good attention to detail and able to prioritise tasks and seek solutions in an assertive manner.

How to apply

Send your CV’s and covering letter to [email protected]