Customer Services Manager Salford, North West England, England
Job description
About Us
Proudly family owned, Ellis Brigham Mountain Sports has been in the business of kitting people out for mountain adventures for over 88 years. We were founded and are still based in Greater Manchester. It is our mission to inspire and guide our staff and customers to Live. Breathe. Outdoors. while taking an active role in protecting and caring for the environments where our sports take place. Our current portfolio consists of 22 stores across 3 brands, 5 websites representing different brands and a B2B distribution channel. Being family owned, you will find a culture of mutual support, the ability to grow in your role and make it your own, as well as having a great time whilst at work.
About The Role
Over the last 88 years we have grown as an organisation and now have a successful portfolio of brands under our care. We are now looking for an experienced Customer Services Manager to join us to run a team of customer service representatives and provide excellent customer service across the organisation and for each of our retail fascias. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to exceed their expectations.
Your Responsibilities
· To delight our customers with every contact through every channel, providing quick, informed and meaningful experiences that help more people get outdoors
· Represent our portfolio of brands, currently: Ellis Brigham Mountain Sports, The Snowboard Asylum, Outsiders Store, Gramicci, Rmblr and Kavu
· Create an open and friendly dialogue with our customers to ensure the highest levels of customer service and advice
· Improve customer service experience, create engaged customers and facilitate organic growth
· Work alongside the customer services team to lead, develop and motivate them to deliver outstanding customer service and reach specific KPI’s
· Help customers with any of their queries through all channels
· Take a lead role in the development of reporting and improvements to our review channels such as Trustpilot and Google
· Keep ahead of industry developments and apply best practices to continuously improve our customer service offering
· Be responsible for recruiting, training, directing and supporting your colleagues, developing an environment where they can excel and be empowered
· Be pro-active in the swift resolution of customer concerns and complaints, following problems through to resolution
· Report on trends, performance and backlog on a weekly basis
· Liase with the Digital Marketing and Website managers to improve our proactive offering and bug reporting
· Work closely with the order fulfilment team, making sure our orders are sent on time and meeting our customers’ requirements
What Do Your First Few Months Look Like?
This is an established role and you will be looking to carry on in the same vein as your predecessor. You will learn how our systems work, Freshdesk, Slack and OMS, work with your colleagues to get to grips with the pace of the business and meet the wider team. You'll spend time with your team, getting to know them and finding out how they operate and what motivates them. You'll be working as an agent from the start, understanding the types of queries that come in and how best to manage them. Once the basics are covered you can start to establish your own ways of working to help improve the department and really make it your own.
About You
· You have great communication skills and can easily interact with a diverse mix of people
· You have quality experience in a similar customer services environment or industry
· You can demonstrate leadership skills and a willingness to take responsibility
· You are honest, hard-working and take pride in what you do
· You can set a clear mission and deploy strategies focused towards that mission
· You have a working knowledge of customer service software, databases and tools
· You are willing to learn and actively look for development
· You are comfortable working in a team and taking direction, but also happy to make your own decisions and lead others
· You are fluent in English - other languages are a plus
· You are flexible when it comes to working weekends, evenings and holidays when necessary
What You'll Get From Us
· An inclusive workplace that promotes and values diversity
· You will be valued and treated as an individual in a close family run company
· Opportunities for development and progression
· Refer a friend cash bonus
· Amazing staff discounts and pro-deals
· Paid charity days
· Opportunities to access expedition grants
· Cycle to work scheme
· 28 days holiday a year with extra holiday for length of service
If you like the sound of working with us, please apply along with a covering note explaining why you are the person for the job.
Job Type: Full-time
Salary: £28,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Sick pay
- Wellness programme
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Salford: reliably commute or plan to relocate before starting work (required)
Work Location: One location
