Customer Services Manager

This is a senior management position within the company. You may be expected to attend management meetings and report on the activity within your responsibility. You will be expected to be pro-active and focused on delivering the best possible service to the customers and stores. You are expected to manage cost budgets in the most efficient manner together with staffing and stock levels in the shop. You must be self-motivated, with the ability to build and maintain a good rapport with your team and within the business. You will liaise with Schools, Parents, Store managers and their deputies, Online Sales Managers and Office staff. As a key holder you will be in a position of great trust and responsibility.

Key Responsibilities:

• Motivate, lead, support and coach your team customer service advisors effectively (recruiting extra part time staff during Back to School) to bring out the best in those around you
• Monitor & control the progress and reporting of unresolved issues via phone and e-mail, preventing complaints and queries escalating unnecessarily
• Effectively handle escalated complaints ensuring swift turnaround and negotiating terms with customers where needed
• Take ownership of customer issues and follow potential problems through to resolution
• Ensure standards remain high and continually look for ways to improve
• Provide 5* customer service to drive sales forward whilst managing and maintaining the long term  satisfaction of our customer base, identifying areas of risk and maximizing retention
• Keeping records of customer interactions
• Resolve product or service problems by clarifying the customer's complaint
• Manage large amounts of incoming calls from customers
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Go the extra mile to engage customers
• Implement new procedures to drive efficiency
• Assist with ad-hoc tasks and key projects
• Set up and monitor department KPIs
• Organise and attend fitting evenings and intake evenings at schools during build up to Back to School
• Liaise with Schools on current and future school uniform requirements including providing prices for new items
• Manage stock levels, staff costs and overheads within the budget
• Ensuring staff are adequately trained.
• Ensure Health & Safety within the department is monitored and controlled.
• Resolve staff issues and concerns
• Ensure high standards of cleanliness and good housekeeping
• Produce reports on a daily, weekly and monthly basis
• Ensure that all paperwork and reports are accurate and timely
• Manage a team, lead by example and work under pressure
• Liaise with Schools, Customers and Stores by email and telephone.
• Inspire others to achieve the highest standards.
• Work with Spreadsheets and Word programs 

You will be expected to:

• Be tremendously enthusiastic
• Lead by example
• Be prepared to work hard
• Be competent at working with retail internet computer systems
• Maintain the high standards of the company image and reputation
• Act in a professional way at all times and provide excellent customer service
• Comply with Health and Safety regulations
• Liaise with and utilise support from all stakeholders within the business
• Seek and continuously develop industry knowledge and information
• Keep yourself up to date with developments which may have a bearing on improving the operations

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.