Customer Service Supervisor

Michael Page (UK); Greater Manchester; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Manager to lead a dynamic team in a thriving online retail environment. This role offers the opportunity to oversee daily operations, ensuring exceptional customer satisfaction while managing inquiries and resolving issues. With a strong emphasis on teamwork and innovation, you will collaborate with various departments to enhance service delivery and drive business growth. The company values its employees, offering generous benefits including annual leave, staff discounts, and a pension scheme. If you're passionate about technology and customer service, this is the perfect opportunity to make a significant impact.

Benefits

33 days of annual leave

Additional holiday entitlement

Staff discounts on veterinary products

Sharesave scheme

Company pension scheme

Exclusive corporate discount programs

Qualifications

• Experience in Team Management with a focus on motivation and leadership.
• Strong customer service skills ensuring high client satisfaction.

Responsibilities

• Oversee daily operations of the Customer Service function.
• Manage customer inquiries, ensuring efficient resolutions.

Skills

Team Management

Customer Service

Problem-solving

Organizational Skills

Communication Skills

Attention to Detail

IT Literacy

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:

1. Oversee the daily operations and management of the Customer Service function.
2. Ensure efficient and timely processing of customer orders.
3. Handle customer inquiries professionally, providing prompt and effective resolutions.
4. Manage customer invoicing and credit processes accurately.
5. Communicate with customers to address and resolve issues efficiently.
6. 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.
7. Working collaboratively with the Service Manager to design and implement effective reporting to accurately reflect team performance to include attending internal project meetings.
8. Ensuring all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA.
9. Review and assess customer credit ratings to support financial decision-making.
10. Maintain and administer customer accounts, ensuring accurate records.
11. Log, track, and manage customer complaints, implementing solutions where necessary.
12. Prepare and provide quotations and pricing information upon request.
13. Handle product returns, ensuring adherence to company policies and processes.
14. Collaborate with the Sales Director and Account Managers to support customer relationships and business growth.
15. 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.
16. Review and advise customers on any other insurance requirements.
17. Identify and initiate cross-selling financial sales opportunities.

* Acquire and maintain knowledge of company products and product licences.

The Successful Applicant

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

What's on Offer

1. 33 days of annual leave, including Bank Holidays.
2. Additional holiday entitlement, earning one extra day per full year of service (up to 5 extra days).
3. Generous staff discounts on veterinary products and services.
4. Sharesave scheme, offering employees the opportunity to invest in the company.
5. Company pension scheme with employer contributions.
6. Access to exclusive corporate discount programs on a range of products and services.