Customer Service Supervisor

Michael Page (UK); Greater Manchester; On-site; GBP 28,000 - 40,000; Full time

Job summary

A leading online retailer is seeking a Customer Service Manager to oversee their day-to-day operations and ensure exceptional client satisfaction. The role offers long-term progression with benefits such as generous annual leave, a pension scheme, and staff discounts on products.

Benefits

33 days of annual leave

Generous staff discounts

Company pension scheme

Sharesave scheme

Additional holiday entitlement

Qualifications

• Experience in Team Management required.
• Strong customer service focus and problem-solving abilities.
• Excellent communication skills, written and verbal.

Responsibilities

• Oversee customer service operations and manage team performance.
• Handle customer inquiries and ensure effective resolutions.
• Collaborate with internal teams to support customer relationships.

Skills

Leadership

Customer Service

Problem Solving

Organisational Skills

Communication

Tools

Various Software

Job description

• Immediate role with long term progression & developmental opportunities
• Internal benefits & enhanced career packages including customer discounts

About Our Client

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

Job Description

Key responsibilities consist of:

• Oversee the daily operations and management of the Customer Service function.
• Ensure efficient and timely processing of customer orders.
• Handle customer inquiries professionally, providing prompt and effective resolutions.
• Manage customer invoicing and credit processes accurately.
• Communicate with customers to address and resolve issues efficiently.
• Being an escalation point for Team Members to assist with customer conflicts, supplier escalations and work with other internal teams to proactively align required resources to aid resolution.
• Working collaboratively with the Service Manager to design and implement effective reporting to accurately reflect team performance to include attending internal project meetings.
• Ensuring all faults are dealt with efficiently and that the fault is triage, reported and resolved within SLA.
• Review and assess customer credit ratings to support financial decision-making.
• Maintain and administer customer accounts, ensuring accurate records.
• Log, track, and manage customer complaints, implementing solutions where necessary.
• Prepare and provide quotations and pricing information upon request.
• Handle product returns, ensuring adherence to company policies and processes.
• Collaborate with the Sales Director and Account Managers to support customer relationships and business growth.
• Taking inbound calls, dealing with customers and reviewing their needs by providing them with the relevant products and services to cover their needs. To include policy renewals and responding to queries with policy changes
• Review and advise customers on any other insurance requirements
• Identify and initiate cross-selling financial sales opportunities

* Acquire and maintain knowledge of company products and product licences

The Successful Applicant

• Previous experience in Team Management, with the ability to lead and motivate.
• Genuine passion for technology and innovation, staying informed on industry trends.
• Strong customer service skills, ensuring exceptional client satisfaction.
• High attention to detail and a positive, proactive "can-do" attitude.
• Problem-solving abilities with excellent organisational and time-management skills.
• Ability to work independently while also being a collaborative team player.
• Excellent communication skills, both written and verbal, to effectively interact with colleagues and clients.
• IT literate, proficient in various software and systems.

What's on Offer

• 33 days of annual leave, including Bank Holidays.
• Additional holiday entitlement, earning one extra day per full year of service (up to 5 extra days).
• Generous staff discounts on veterinary products and services.
• Sharesave scheme, offering employees the opportunity to invest in the company.
• Company pension scheme with employer contributions.
• Access to exclusive corporate discount programs on a range of products and services.