Retail Customer Care Manager

Retail Customer Care Manager

Bridgwater, Somerset

Permanent - Full Time

Job Solutions Ltd are delighted to be assisting our local client with their recruitment for a Permanent Retail Customer Care Manager to join their busy, professional team.

Job Specification: Retail Customer Care Manager

Reporting to: Head of Customer Care

Location: Full time until probation is passed then Hybrid, 3 days in the office in Bridgwater and 2 days at home flexibility is a must depending on business needs.

Weekly hours: 37.5 hours between 8am and 5pm?

Overall job role objective:

The Retail Customer Care Manager plays a critical role managing a team of Customer Service Advisors who maintain and develop sales of our clients products, and who handle all administrative and service aspects of the ordering cycle.

The Customer Care Manager will drive efficiency through leadership, process reviews and continual improvement to keep the department running in a professional and positive way, to achieve and exceed departments KPIs, and increase customer satisfaction, loyalty and expectations.

As part of the Management team within the Customer Care department, the role also includes providing general support to the Contract Customer Care Manager, as well as deputising for the Head of Customer Care.

Specific role responsibilities:

• Recruit, coach, mentor and develop Customer Care Advisors and nurture an environment where they can excel through encouragement and empowerment
• Carry out monthly 1:1s, mid-year and yearly appraisals.
• Setting clear goals and deploying strategies focused towards these goals
• Work closely with the Retail Director of Sales, to maintain and develop sales of our clients products to UK Retail accounts.
• Develop, adapt and review our service procedures and processes to improve the departments efficiency
• Engage and lead projects to constantly improve ways of working.
• Accurately report and analyse on agreed KPIs to Management and Retail Customer Care team.
• Root cause analysis and eliminate costs caused through inaccurate performance.
• Ensure company processes are kept up to date with our Terms & Conditions and our customers contract agreements.
• Complaint management and escalations
• Implement and manage improvements to enhance the customer journey and the customer experience.
• Learn and adhere to all Company procedures and requirements
• Deputise for Head of Customer Care Manager as and when required

Skills & Experience

• Will be a proven leader
• Excellent verbal and written communication skills
• Will possess excellent Time management
• Highly organised
• Performance Management
• Operations Management
• Will be able to think strategically
• Experienced at training and developing direct reports
• Will have a patient and understanding approach
• Have strong influencing and persuasion ability
• Industry experience
• Have a problem-solving attitude
• Analytical skills
• Great listener
• Good level of professional and emotional maturity
• Polite, friendly and professional
• Have strong attention to detail
• Ability to look for continuous improvements