JOB TITLE: Retail Customer Care Manager
LOCATION: Bridgwater, Somerset
SALARY: Up to £32,000 PA
HOURS: Monday - Friday, 37.5 hours per week (between 8am - 5pm)
BENEFITS: Generous holiday entitlement (as well as the option to purchase 3 additional days each year), cycle to work scheme, free on-site parking, discount off full gym membership, competitive pension scheme and access to an award-winning Employee Assistance Programme service.
Are you a passionate and driven individual with the proven ability to be a fantastic leader? If so, we may have the perfect role for you! We are working with highly successful manufacturing company who are seeking a talented Customer Care Manager to join and lead a dynamic and innovative team. You will play a critical role managing a team of advisors who maintain and develop sales of products and who handle all administrative and service aspects of the ordering cycle.
The successful candidate will drive efficiency through leadership, process reviews and continual improvement to ensure the department is running in a professional and positive way to achieve and exceed department KPI's and increase customers satisfaction and expectations.
Key duties and responsibilities:
Recruit, coach, mentor and develop customer care advisors and nurture an environment where they can excel through encouragement and empowerment
Carry out monthly 1:1s, mid-year and yearly appraisals
Setting clear goals and deploying strategies focused towards these goals
Work closely with the Retail Director of Sales, to maintain and develop sales of products to UK Retail accounts
Develop, adapt and review service procedures and processes to improve the department's efficiency
Engage and lead projects to constantly improve ways of working
Accurately report and analyse on agreed KPIs to Management and retail customer care team
Root cause analysis and eliminate costs caused through inaccurate performance
Ensure company processes are kept up to date with our Terms & Conditions and customers' contract agreements
Complaint management and escalations
Implement and manage improvements to enhance the customer journey and the customer experience
Learn and adhere to all company procedures and requirements
Deputise for Head of Customer Care Manager as and when required Essential skills and qualities:
Previous experience managing or leading a team
Excellent verbal and written communication skills
Highly organised and adaptable
Strategic thinking
Have a patient and understanding approach
Polite, friendly and professional
Great listener
Exceptional customer care skills and willingness to go the extra mileIf you possess the required skills and experience and are eager to join a company that places high value on its employees, apply online or send your CV directly to (url removed) or call our team on (phone number removed) for more details.
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
