Customer Service Manager

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