Customer Service Manager

Michael Page; Burnley; Hybrid; GBP 35,000 - 41,000; Full time

Job summary

A leading recruitment firm is seeking an experienced Customer Service Manager to oversee a vibrant team in the UK. The role focuses on improving customer experiences through innovative strategies in both online and physical shopping environments. The successful candidate will possess exceptional leadership skills and a proven track record in team performance enhancement. Offering a salary of £35k plus bonuses, this position supports hybrid working and various employee benefits.

Benefits

Team performance-related bonus

Pension contribution

Gym memberships

Product discounts

Free parking

Qualifications

• Exceptional leadership and motivational abilities.
• Demonstrated success in leading teams in fast-paced environments.
• Results-driven focus on achieving team and company objectives.

Responsibilities

• Supervise and support retail logistics coordinators and team leaders.
• Implement best practices for retail logistics operations.
• Track KPIs to drive customer satisfaction.

Skills

Leadership and motivational skills

Analytical and problem-solving capabilities

Interpersonal skills

Communication skills

Ability to manage multiple priorities

Tools

Oracle ERP

E-commerce systems

Job description

Overview

We are currently looking for an experienced Customer Service Manager to lead a vibrant customer service department for a large reputable e-commerce retailer who specialises in the FMCG industry. The role will undertake a fresh approach on improving the customer experience both through online & physical shopping journeys, & will take responsibility for implementing new strategies to increase brand exposure, product placement & CSR levels.

Client Details

Our client is a leading online retailer specialising in the delivery & produce of commercial goods to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the FMCG & retail industry by blending high-quality offerings with an exceptional customer experience journey.

Responsibilities

• Supervise and support Retail Logistics Coordinators and Team Leaders.
• Coach and develop the team to enhance performance and accountability.
• Implement best practices to optimise retail logistics operations.
• Track key performance indicators to drive customer satisfaction and continuous improvement.
• Partner with cross-functional teams to address order processing challenges.
• Evaluate operations and recommend enhancements for efficiency.
• Serve as the Oracle ERP business lead for system improvements.
• Experience in E-commerce system navigation.
• Work with IT and operations to test and implement new solutions.
• Deliver technical support and training to team members.
• Identify and execute strategic initiatives to eliminate process inefficiencies.

Profile

The successful candidate will consist of:

• Exceptional leadership and motivational abilities.
• Demonstrated success in leading teams within fast-paced operational environments.
• Strong analytical and problem-solving capabilities.
• Proven expertise in developing innovative solutions to enhance productivity.
• Results-driven, with a focus on achieving team and company objectives.
• Strong interpersonal skills, with the ability to influence and lead effectively.
• Excellent written and verbal communication skills.
• Highly collaborative, skilled in leading meetings and engaging with cross-functional teams.
• Ability to set and manage multiple priorities while effectively delegating tasks.

Job Offer

• Basic starting salay of £35k + DOE.
• Team performance-related bonus.
• Pension contribution.
• Product & in-store discounts.
• Hybrid working with flexibility.
• Free parking.
• New & recently refurbished office environment.
• Free days out & monthly reward incentives.
• Free gym memberships & loyalty schemes