Customer Service Manager Atherstone, England
Job description
Working closely with your Customer Service Director, you'll make sure that the development of the department never stops, to ensure we always give the best customer experience possible.
Managing the Customer Service department strategy and delivery of KPIs, you’ll be relied on to ensure an efficient and co-operative working environment where everyone’s performing to the best of their ability, whilst striving for continuous improvement.
As management roles go, you’ll recommend any changes to the way we do things and manage the implementation of these from start to finish. You’ll also act as a valuable link between our Customer Service department and the rest of Aldi, feeding key information back through the business that will help us improve our offering even more.
We do things our own way at Aldi. But whatever we're doing, we must be getting it right. With a wave of impressive sales figures behind us, we're opening new stores at lightning speed. Which means it's even more important to keep our customers happy and coming back to those stores.
Our Customer Services Department (CSD) will receive over two million contacts in 2023. These contacts come through a variety of methods, such as calls, emails, social media and even written letters. It is CSD’s mission to maximise our customer’s experience by quickly and effectively aiding them, helping to drive business growth.
This is a fantastic opportunity for you to develop within the business and play a key part in shaping the future of Aldi globally. Ready for more? Apply to join #TeamAldi today!
Your New Role
This role is for a second CSD Manager on a 12 month Fixed Term Contract, working alongside the current CSD Manager. The successful applicant will be required to work alongside the incumbent CSD Manager to manage a team of over 200 colleagues, ensuring our seven day a week operation is run smoothly and providing outstanding customer service to our customers. In addition, the successful applicant will be required to directly manage the Automation and Gift card teams.
Key responsibilities will include the following:
- Managing the Gift Card team
- Managing the automation team and delivering new solutions to improve customer experience and efficiencies
- Joint responsibility of 200 colleagues across multiple sites
- Drive process improvements and cost saving initiatives
- Responsible for all KPIs for the department
- Manage and lead the day to day running of the teams
- Monitor real time performance
- Liaising with 3rd parties, internal departments and key stakeholders
- Analysing and evaluating information from customers across multiple channels
About you
Strong retail experience- Project management experience
- Attention to detail
- Analytical mindset, with a keenness to deliver good creative solutions
- Ability to multitask and balance and variety of different projects at one time
- Excellent verbal/written communication
- Strong time management skills
- Ability to work independently and part of a wider, growing team
- Management experience of a team
- Understanding of the Gift Card market and new technologies such as Chat GPT are desirable
What You'll get in Return
Starting salary from £58,715 rising to £90,615- 12 months Fixed Term Contract
- Monday to Friday, 8am to 5pm, with the opportunity of 2 days remote working
- 5 weeks’ annual leave plus Bank Holidays
- In office flexi-time
- Full training provided
- Pension scheme
- Private employee medical insurance after 6 months
- Company sick pay scheme
- Company maternity, paternity and adoption leave
- Long service rewards
- Access to MyBenefits, where you can find a wide range of benefits, including our bike to work scheme, shopping and cinema discounts, health cash plan, a FREE will, travel and discounted gym memberships, as well as a host of benefits to support your financial and wellbeing needs.
- Access to a free,24/7, confidential virtual GP service for all Aldi Colleagues and their children (under the age of 16)
Aldi is an equal opportunities employer. We’re committed to maintaining a diverse and inclusive workforce and are dedicated to promoting a culture of inclusion, providing an environment in which collaboration, respect and fairness are essential. We value diversity and are dedicated to treating all of our colleagues and prospective colleagues fairly and with respect.
If you’re ready to join a forward thinking business with a focus on your development as well as the business’, apply today!
