Customer Service - Assistant Manager

Candidate Source; Hatfield; On-site; GBP 32,000 - 38,000; Full time

Job summary

A leading jewellery manufacturer in Hatfield is seeking a Customer Service - Assistant Manager to manage a team and ensure a positive experience for business customers. The ideal candidate will have prior experience in a senior customer service role and exceptional leadership skills. The position offers a starting salary of £35,000 along with benefits including holidays and pension.

Benefits

22 days holiday

Bank holidays

Pension

Qualifications

• Previous Customer Service at a senior or team leader level.
• Exceptional leadership skills and willing to lead by example.
• Ability to handle high-pressure situations with grace.

Responsibilities

• Manage and mentor team members.
• Handle escalated queries and complaints.
• Provide a positive customer experience.

Skills

Leadership

Customer service metrics

Communication

Problem-solving

Interpersonal skills

Job description

Overview

The UK's largest manufacturer of bridal jewellery is seeking a Customer Service - Assistant Manager to join their team in Hatfield. They have been creating fine collections of handmade engagement rings, wedding rings, eternity rings and partnership jewellery since 1967. Today over 1,000 pieces of fine jewellery pass through their workshop every week. Each piece undergoes over 20 stages of development, with even the simplest rings passing through 12 pairs of hands in the 5 days it takes to make. The team work with retail customers processing orders, repairs and enquiries within this busy and vibrant sales support department. You will only be dealing with business customers. This is a lovely modern office close to the main line station.

Responsibilities

• Manage and mentor team members.
• Manage order processing, core product orders and repairs accurately and in line with their customer charter.
• Listen to calls and make process improvements.
• Deputise for the Head of Customer Service when needed.
• Handle escalated queries / complaints.
• Provide a positive customer experience through all communication channels.
• Use customer analytics resulting in intelligent business decisions and account management.
• Solve customer queries quickly and efficiently through a holistic customer view.
• Liaise with the production team to prioritise orders to meet customer expectations.
• Identify and correct system pricing and product description anomalies.

Requirements

• Previous Customer Service at a senior or team leader level.
• Exceptional leadership skills but is willing to roll their sleeves up and lead by example.
• Strong understanding of customer service metrics, processes, and tools.
• Outstanding communication, problem-solving, and interpersonal skills.
• Ability to handle high-pressure situations with grace and professionalism.

Hours and Benefits

You will be working 07:45 - 16:45, Monday to Friday. Salary is starting at £35,000 (negotiable depending on experience) with potential for increases dependant on performance and attitude, plus 22 days holiday, bank holidays and Pension.

Company and Application Note

This company’s success lies in their fervent attention to detail and unrelenting passion for exceptional quality, design and service. If this sounds like the Customer Service - Assistant Manager role for you, click apply now.

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