Are you a natural leader who would like to work with a small team for a local business based in Berkhamsted? We are pleased to be recruiting for a dynamic retailer who are looking for a Customer Service Manager to join them on a FTC for the next 12 to 15 months.

This is a great opportunity for someone looking to bring ideas and manage a small team. You will need to be self-motivated and hands on to help your team through busy periods!

This role is fully office based in Berkhamsted, working Monday to Friday, hours are from 9am – 5:30pm.

The salary for this position is paying up to £32K (depending on candidate’s experience). The company offer a number of fantastic benefits including a relaxed working environment, fun company events, an employee discount scheme and much more!

Key Responsibilities

• Deal with customer queries and issues via telephone, email & letter.
• Provide help and advice to customers in respect of the products available the company website.  
• Coordinating with Stock management and Marketing teams regarding product/stock issues and queries.
• Further development of the customer service channels available i.e., webchat and general improvements needed to improve Customer Service.

• To assist in the development of company customer services policy and internal procedures related to Customer Service.
• Overseeing the co-ordination of returns & returns requests.
• Overseeing the issuing of refunds or compensation to customers.
• Keeping and overseeing the maintenance of accurate records of discussions or correspondence with customers.
• Setting of KPIs and Analysis of statistics or other data to determine the level of customer service being provided.
• Developing feedback or complaints procedures for customers to use.
• Managing a small team of customer service personnel, organising duty rota to accommodate extended hours of customer service operations.
• Resolving payment and review disputes.
• Understanding in-house stock control, ordering and dispatch systems.

Candidate requirements:

• Attention to detail.
• Computer literate. 
• Ability to adapt to a small dynamic environment.
• Ability to lead, guide and manage a team.
• Able to develop an efficient system in a rapidly growing business.
• Excellent communication skills (written and verbal).
• Sound working knowledge of stock management systems.
• Able to problem solve and recommend improvements.
• Ability to multitask and to co-ordinate work on several systems.
• Previous experience in a similar role at this level is preferred.  

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