customer service manager Northampton, England
Job description
Job overview
The Till and Customer Service Manager will ensure the till and customer service team provides excellent customer service along with impeccable levels of accuracy. You will carry out effective analysis of transactional reports and take responsibility for ensuring company policies and procedures are being adhered to by the till and customer service team; implementing solutions to problems as they arise and seeking advice when required.
Skills & Personal Qualities Needed
Excellent communication skills
Be polite, confident and friendly
Be able to remain patient, calm and polite in difficult situations
Understand and able to prioritise the needs of customers
Positive body language
Excellent problem-solving skills
Be flexible and be able to think strategically
Be able to follow and ensure team follow instructions
Be accurate and pay attention to detail, even when under pressure
Good numeracy and computer skills
Strong leadership skills and previous managerial experience, as managing a large till and customer service team
Proactive in driving and motivating a team to produce results
Demonstrate an enthusiastic and self-motivated approach
Key accountabilities/primary responsibilities
Customer Service
· Increase customer satisfaction
· Increase customer retention through promoting our loyalty scheme
· Monitor and respond to all customer comments on social media and emails
· Improve the customer journey by conducting floor walks
· Communicating effectively with customers by phone, email, letter and face-to-face
· Investigating and resolving customers' issues
· Providing feedback to the centre to improve customer service and reduce complaints
Financial Analysis
Daily, weekly and monthly reports must be analysed and actioned promptly, resolving any discrepancies – duties include:
· Responsible for cash and banking reconciliation
· Refund analysis
· Manage system price accuracy
· Analyse and interpret system generated financial reports
Management Duties
· Recruit, train and performance manage till and customer service assistants
· Organise weekly rotas ensuring adequate staffing
Other
· Monitor till hardware and report any faults
· Monitor security and ensure vigilance to reduce theft
· Ensure data protection and consumer legislation policies are adhered to
You may be required during your employment to carry out any other duties which are reasonable and within your capabilities to meet the needs of the business.
During your employment, you must:
Comply with all lawful and reasonable instructions of the Company and carry out all duties diligently and to the best of your ability
Take all possible care not to damage any of the Company's property or equipment.
Job Type: Full-time
Salary: £25,000.00-£28,000.00 per year
Benefits:
- Employee discount
- On-site parking
Schedule:
- Day shift
- Weekend availability
Work Location: In person
