Customer Service Assistant Manager

Our client is a leading luxury design retailer and due to continued business growth, they are looking for an experienced Customer Services Assistant Manager to join their busy Customer Services team, based in LE7 area of Leicester.

This role would ideally suit an experienced Customer Services Assistant Manager or a Senior Customer Services Executive with several years’ experience with strong administrative skills and a commitment to the delivery of outstanding customer experience.

The role:

You will be reporting to the Customer Services Manager and you will oversee the Customer Services and Administration function with the business, taking ownership and accountability for department performance and targets. It is an interesting and varied role and presents a great opportunity to join a strong, iconic brand

You will have day to day responsibility for:

· Managing the Customer Service Team in partnership with the Customer Services Manager

· Ongoing recruitment, training and developing of the team to deliver the highest standard of customer service

· Identifying and making improvements in Customer Service and Sales Order processes, assisting in increasing profitability and customer satisfaction

· Handling escalating issues, complaints and promoting brand protection to ensure customer requirements are met in a timely manner

· Leading the team to ensure all issues are picked up and resolved and that communication is robust and clear

· Identifying and addressing problems and areas for improvement within the overall business function

· Maintaining excellent product knowledge on the whole product range

· Maintaining a good awareness of market and competitor activities and report, as necessary

· Continually focusing on how to increase efficiency and reduce costs, improve existing systems and working practices and policies

· Working closely with and supporting other departments and colleagues to ensure the business runs smoothly

· Producing and analysing monthly business performance statistics and reporting back

About you:

· Previous experience of Customer Services in a retail environment is preferred

· Experience in coaching and training a customer service team

· Determination to offer excellent Customer Service for internal and external customers

· Knowledge of reporting on KPI’s and productivity

· Be a quick learner and able to cope in a fast paced environment

· Positive ‘can-do’ attitude

· Experience with CRM/Stock Systems

· Good, working knowledge of Microsoft Office; particularly Excel

· Excellent oral and written communication skills

· Ability to work accurately and methodically

· Ability to multi-task and work to deadlines

· Capability to work independently and prioritise workload

· Flexible working as required

Salary: £25,000 p.a.

37.5 hours a week (shifts – must be flexible to work weekends as the CS lines are open Mon-Sun)

25 days holidays, 30% product discount, Company pension match 4.5%

Reference ID: TB-CSAM

Job Types: Full-time, Permanent

Salary: £25,000.00 per year