Senior Sales and Service Support Assistant

TN United Kingdom; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Sales and Service Support Assistant to enhance customer service and operational excellence. In this pivotal role, you will oversee customer service management, ensuring high-quality interactions and effective follow-up routines. You will collaborate closely with the sales team to optimize back-office support and drive performance improvements. The ideal candidate will possess strong administrative skills and a passion for customer satisfaction, contributing to a dynamic team environment. Join this forward-thinking company and play a crucial role in delivering exceptional service while fostering team development.

Qualifications

• Strong background in customer service management with a focus on performance improvement.
• Experience in team coordination and administration tasks.

Responsibilities

• Manage customer service operations and ensure quality follow-up on requests.
• Monitor performance metrics and drive continuous improvement initiatives.

Skills

Customer Service Management

Performance Monitoring

Team Coordination

Administration Skills

Problem Solving

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Internal IT Tools

Digital Communication Tools

Job description

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Senior Sales and Service Support Assistant, London

Client:

Location:

London, United Kingdom

Job Category:

-

EU work permit required:

Yes

Job Reference:

40310317d73c

Job Views:

29

Posted:

24.03.2025

Job Description:

Key Responsibilities

1. Office Customer Service Management
   Management and follow-up of Customer Services
   - Contribute to your team’s effort in managing services to customers (customer contact and complaints handling, follow-up in relevant store IT tools)
   - Be responsible for the quality of follow-up for all customer services (customer requests, special and personalised orders, reservations and wishes, remote sales, repair requests, online sales) by setting up follow-up routines in the schedules of your team.
   - Be a real partner to sales team to optimise and simplify the back-office follow-up of those services.
2. Performance follow-up and continuous improvement on Customer Services
   - Be responsible for the business performance of all service-related operations.
   - Monitor conversion rates and average durations for reservations and customer requests.
   - Monitor lead times at each relevant step of the aftersales & repair lifecycle.
   - Challenge the recourse to the customer request service by sales team when relevant, to push sales for products available in store.
   - Manage and supervise the work of internal leather artisan and/or tailor if any.
3. Control and Procedures
   Till controls
   - Support on morning store opening (till opening, key checks etc)
   - Supervise till closing with sales teams and/or cashiers after the store has been closed.
   - Be responsible for accurate till controls and cash remittances (to the safe, to the bank).
   - Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales).
4. Stock Controls
   - Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies.
5. Compliance and knowledge on internal procedures
   - Manage the store archiving for relevant documents, following the local and Group internal control rules.
   - Support sales teams towards a perfectly accurate use of their digital tools and be the store’s key user on service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue.
   - Be responsible for the application of procedures related to internal control and health & safety.
6. Administration
   HR & Store Team Administration
   - Manage the staff rotas to optimise sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
   - Coordinate with external agencies to plan external / temporary staff.
   - Liaise with your HR department to consolidate resumes and applications received at store level.
   - Manage and/or organise internal communication: information dispatch, notes, organisation chart or contact list updates, etc.
7. Store orders
   - Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms.
   - Ensure the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing.
   - Follow-up general costs.
8. Maintenance & Security
   - Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality.
9. Management
   Global performance follow-up
   - Follow up closely the quality of interactions of your team members with customers and make sure they are in line with Hermès Standards of excellence.
   - Organise weekly morning briefs with your team and provide regular feedbacks to your Store Manager.
   - Develop your team member’s ability to back each other up in case of absence.
10. Individual performance follow-up and development
    - Participate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilities.
    - Continuously coach and train your team members on all knowledge and skills necessary to the pursuit of the team’s objectives.