Customer Services Manager Manchester, England
Job description
Our Background
Established in 2007, Club L London has fast become the go-to online destination for the confident, glamorous, fashion-savvy woman in search of that something extra special. Figure flattering designs, body contouring fabrications and quality are always at the heart of the Club L brand renowned for statement designs, iconic silhouettes and exquisite embellishments.
We manufacture everything in house and abroad and so apart from fit, quality and design it’s imperative that we source and manufacture in an ethical and environmentally friendly way. At Club L our team are like family so ensure all our staff are paid fairly and have full access to company benefits. We are also working hard to ensure that we are environmentally conscious throughout the production process.
We are passionate about nurturing upcoming talent within the fashion industry whether it be design and development, marketing and PR, digital tech, creative, social or customer services within a diverse and collaborative environment.
Our team is dedicated, ambitious and hardworking and with a prestigious portfolio of global partners and a rapidly growing e-commerce team, there are numerous opportunities to join Club L’s influential team and take your career to the next level.
Key Responsibilities
- Managing the overall customer service processes and department including workload/rota, training, performance and recruitment.
- Daily handovers and weekly reporting of customer service to senior management including ongoing issues, teams SLAs and KPIs.
- Continuous improvement of customer service; including the end-to-end customer distribution experience with the assistance of the Warehouse Manager and other teams.
- Developing detailed responses within Zendesk and making continuous improvements to ensure we are delivering excellent customer service.
- Handling all disputes, chargebacks, cases and claims with third party services such as DPD, DHL, Royal Mail, Klarna, Shopify, ClearPay and PayPal.
- Shopping the website daily to ensure that all promotions, banners, codes and categories are showing correctly and reporting any issues to the relevant teams to ensure a smooth customer journey.
- Contributing to the team effort and being hands-on and covering annual leave and sickness when required.
- Assisting with general administrative tasks and ad hoc duties as required.
- Previous experience in a similar role is essential.
- Experience using Zendesk, Freshdesk or similar systems is preferred.
- 1-2 Years of Customer Service Management, a fashion background would be a plus but is not essential.
- Experience using Shopify and PeopleVox (WMS) is preferred.
- Experience of using Microsoft Office in a professional environment.
- Previous coaching and leadership of a team.
- Displays a positive, can-do attitude and manner towards achieving company set targets.
- Great interpersonal and communications skills, both written and verbal, fluent in English with impeccable spelling and grammar.
- Natural flair for creative writing with the ability to write in different tones of voice.
- Inspirational leadership style to deliver consistent customer service, leading by example and always prepared to go the extra mile.
Benefits
- Competitive salary
- 25 days holiday plus bank holidays
-
Additional day of annual leave for your birthday
-
40% staff discount
-
Free coffee and snacks
- Free On-site parking
- free on-site gym
- healthcare cash plan
- flexible hours
