Working pattern: Full-time, office-based
Salary: £34,000-£38,000, depending on experience
About the client
Our client is one of the UK's leading online retailers in their field. They supply thousands of customers each month through our websites and major online marketplaces.
They have expanded into Europe, opened a new state of the art warehouse in the north of England and continue to invest in our products, systems and people. They are now looking for an experienced Customer Service Manager to ensure the efficient day-to-day running of their Sevenoaks office and customer service operations.
The role
The Customer Service Manager will oversee the daily operation of the office, manage the customer service team and provide administrative support across the business.
You will be responsible for maintaining an organised, professional and productive working environment. This will include managing staff, improving processes, coordinating office requirements and ensuring customers receive a consistently high standard of service.
The role requires someone who is practical, organised and confident taking ownership of day to-day issues.
Key responsibilities
* Manage the day-to-day running of the office.
* Lead, support and develop the UK customer service and office team.
* Coordinate with outsourced customer service colleagues in Europe .
* Allocate workloads and monitor team performance.
* Recruit, onboard and train new office and customer service staff.
* Manage staff attendance, holidays and general personnel administration.
* Conduct regular performance reviews and team meetings.
* Establish and maintain appropriate office procedures and working practices.
* Ensure customer enquiries, complaints, returns and escalated issues are handled promptly and professionally.
* Develop and monitor customer service standards and KPIs.
* Identify opportunities to improve efficiency and customer satisfaction.
* Maintain office supplies, equipment and facilities.
* Liaise with suppliers, contractors and service providers.
* Review office-related costs and invoices.
* Maintain accurate business records and ensure filing systems are kept up to date.
* Support senior management with reports, projects and general administration.
* Coordinate with warehouse, finance, logistics and marketplace teams.
* Use technology and automation to reduce manual administration.
* Ensure relevant company policies and procedures are followed.
* Support health and safety requirements within the office.
* Monitor and take responsibility for the company's customer reviews.
About you
You will be an experienced and dependable Customer Service Manager who is comfortable managing both people and processes. You will be able to prioritise competing demands, resolve problems independently and maintain high standards across the office.
You should have:
* Previous experience in an Office Manager, Customer Service Manager or similar supervisory position.
* Experience managing and developing a small team.
* Strong organisational and time-management skills.
* Excellent written and verbal communication skills.
* A hands on approach with staff and customers alike.
* A professional and confident approach to customer complaints and escalations.
* Good working knowledge of Microsoft Office and other business systems.
* Experience establishing procedures and improving administrative processes.
* The ability to review performance data and use KPIs effectively.
* Strong attention to detail.
* A practical and commercially minded approach.
* The confidence to make decisions and hold people accountable.
* The ability to work independently and use initiative.
* Experience supporting HR administration would be advantageous.
What we offer
* 22 Days Annual leave + Bank Holidays.
* Private onsite parking.
* An exciting opportunity to take ownership of an established office and shape how it operates.
* A varied role within a growing UK and European ecommerce business.
* Direct involvement with senior management and wider business operations
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Salary description
£34000.00 - £38000.00 per year