Customer Service Manager – Norfolk – Excellent package and benefits.
Our client is a manufacturer and national retailer, based in Norfolk. They are currently seeking an experienced Customer Services Manager who will be responsible for leading, developing and improving levels of customer service provided throughout the company, resolving customer issues in a prompt and commercial manner. The role will also involve identifying and eliminating any recurring issues in part by installing Customer Service processes and KPIs as a way of assisting with the management and development of the Customer Service team.
This is a role specifically for an individual used to operating across a multi-retail site with a manufacturing element. You will be able to liaise comfortably between manufacturing, the store and the customer. So, not a role for someone with single store experience. You will be able to investigate and solve more complex or long-standing customer problems while minimizing loss of customer orders and the need to provide refunds and compensation.
Measurement of success will be gauged by the resolution of customer care issues/customer cancellations and the number of FOC replacements or compensation needed.
To be considered for this exciting role you will need previous experience of managing customer service function at a senior level preferably in a retail environment. You will definitely need to be commercially aware.
The role carries an excellent starting salary and benefits package as befits such an important role within the company.