Customer Services Manager, UK

Videndum plc; Bury St Edmunds; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading international company in content creation seeks a Customer Service Team Leader in Bury St Edmunds. The successful candidate will manage customer service functions, oversee the Salesforce platform, and ensure high service quality. Essential skills include strong communication, organizational abilities, and a minimum of 5 years in customer service. The position allows for hybrid work after training.

Benefits

Competitive Pay

Salary Sacrifice Pension

25 Days Holidays + Bank Holidays

Flexible Working Hours

Enhanced Maternity and Paternity Benefits

Private Medical Insurance

Life Assurance

Free On-Site Parking and EV Charging

Qualifications

• 5+ years of experience in a customer service environment.
• Ability to prioritise tasks effectively.
• Ability to maintain composure under pressure.

Responsibilities

• Coordinate tasks to ensure exceptional service delivery.
• Manage Salesforce platform to meet KPIs.
• Oversee order processing for UK and overseas customers.

Skills

Excellent verbal and written communication skills

Excellent organisational and administrative skills

Ability to work under pressure

Strong working knowledge of Microsoft Office

Experience in a customer service environment (5+ years)

Job description

*No Agencies Please

Videndum is an international group principally serving customers in the "image capture and content creation" market. Videndum manufactures and distributes technically advanced products which give broadcasters, film studios, video production companies and independent content creators total confidence in the production equipment they depend upon to capture and share world class footage.

Our people are key to our future, and they are our number one priority. They make the difference not only by what they do, but by how they do it.

Role Summary

To work within the Customer Service team in a leadership role, coordinating all tasks and activities to ensure the team consistently delivers exceptional service to both internal and external customers.

Work Location: Bury St Edmunds/Hybrid - 3 days a week (after initial training period) in the office at Bury St. Edmunds.

Your day-to-day might include

Your day-to-day might include:

• Oversee the management of the Salesforce platform within the team to achieve the KPIs set by the group.
• Ensure all emails received in your personal inbox are responded to promptly.
• Manage the Info UK and Export Mailboxes by delegating tasks within the Customer Service (CS) team.
• Handle sales orders for UK customers, including price amendments, applying promotions, and releasing orders to the warehouse according to the delivery schedule. Arrange freight to ensure timely product delivery.
• Process and manage orders from overseas customers, prioritising their needs.
• Utilise the Vendor Central platform to manage the Amazon account effectively.
• Develop and maintain a strong working relationship with John Lewis to ensure their orders are managed and delivered according to their specifications.
• Assist in processing orders from retail outlets, ensuring stock is managed and orders are delivered to their warehouse as required.
• Collaborate with various delivery companies to ensure the correct service is applied to shipments, and that charges and invoices are accurate for both company and customer accounts.
• Arrange worldwide shipment of goods, including creating invoices for customs, sharing documents, and tariff codes to ensure smooth and timely shipments.
• Work with the goods-in team to ensure the returns process is managed efficiently and educate the team on its importance.
• Raise credits and Statements of Account (SOAs) as authorised by the accounts team.
• Oversee the warranty replacement spreadsheet with support from Studio 1, ensuring timely resolution of faulty products and customer concerns.
• Continuously enhance your product knowledge across brands and encourage the CS team to do the same.
• Collaborate with the warehouse team to manage workflow, including the release of backorders alongside daily and export orders.
• Create and share internal files to increase and disseminate information, such as the intake sheet showing the value of orders received daily.

Team Management

• Provide strong leadership to the Customer Service team (of up to 3 roles), fostering a positive and productive work environment.
• Identify training needs and opportunities for team members, ensuring continuous professional development.
• Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.
• Address and resolve any conflicts or issues within the team promptly and effectively.
• Implement strategies to keep the team motivated and engaged, recognising and rewarding outstanding performance.
• Ensure optimal allocation of resources within the team to meet workload demands and achieve departmental goals.

Our Benefits

• Competitive Pay
• Salary Sacrifice Pension
• 25 Days Holidays + Bank Holidays
• Flexible Working Hours
• Enhanced Maternity and Paternity Benefits
• Employees Sharesave Scheme
• Volunteering Opportunities
• Fund Raising Events with our ESG programme - Action4Good
• Private Medical Insurance
• Life Assurance
• Free On-Site Parking and EV Charging
• And lots more! Visit our Videndum Careers for more information.

Our goal is to create a gender and culturally diverse workforce as we believe this is critical to our success. We are committed to attracting, developing, growing and retaining a diverse workforce. Talk to us about your flexible working aspirations - we're open to flexible hours to fit around family commitments.

What We’re Looking For

Essential

• Excellent verbal and written communication skills
• Excellent organisational and administrative skills with the ability to prioritise
• Ability to work under pressure, handle criticism well and remain patient and calm during stressful situations
• A strong working knowledge of Microsoft Office, including Excel and Word
• Ability to work independently, at speed and with accuracy
• Ability to work as part of a team and to lead a team, displaying motivation and a flexible working attitude
• Ability to use initiative and to innovate, when required
• Experience of working in a customer service environment for 5+ years
• ESG as a key performance measure within our business. We are looking for individuals who share our commitment to supporting our environment, our communities, promoting diversity and operating ethically in everything we do.

Videndum Mindset

• Exceptional Product Performance
• Customer Focus
• Leading a Fast Changing Market
• Global Capability
• Transparency, Integrity and Respect
• Environmental Consciousness

Health and Safety

All employees are expected to take care for their own health and safety and that of others who may be affected by their acts or omissions in accordance with the Company health and safety policy by using correct tools, processes and Personal protective equipment and not perform any function unless appropriately trained and authorised.

Our approach to diversity follows a strict policy of sourcing the best person for the role irrespective of race, gender, age, religion, sexual preference, or disability. Our Code of Conduct sets out an express prohibition on discrimination of any kind.

*Notice to recruitment agencies

We appreciate your interest in assisting us in our search. Videndum engages outside agencies only under specific circumstances and we will approach you if we need your help. We ask that you do not contact management or hiring managers directly.