Customer Care and Office Manager

Office Depot have an exciting opportunity for a Customer Care and Office Manager to join our team on a full-time, permanent basis. In return, you will receive a competitive salary plus the following benefits:

• 32 days holiday (inc BH) rising with service
• Plus your Birthday off
• Volunteer day for a local charity.
• Salary Sacrifice Pension scheme
• Life Assurance scheme
• Access to our Benefits portal, discounts on gym membership etc.
• Access to a Cash Health Plan
• Electric Car Scheme.
• Enhanced Maternity, Paternity and Adoption leave

We also have a wide selection of development options through the Apprenticeship scheme with access to many professional and national qualifications.

Although the role is predominantly based in Our Dukenfield Office, Hybrid working is available and you can choose to work one day a week from home following a successful probationary period.

About the Customer Care and Office Manager role:

As our Customer Care and Office Manager, you will lead and oversee the customer service department, ensuring the delivery of exceptional service to clients while managing a team of 12 direct reports.  

This role involves optimizing customer satisfaction, addressing escalated issues, and implementing strategies to improve service efficiency and team performance. This role also includes some office management duties to ensure high standards are met in the office in terms of maintenance, cleanliness and employee engagement.

Key responsibilities as our Customer Care and Office Manager include:

• Manage, mentor, and support a team of 12 customer service representatives, providing regular feedback, coaching, and guidance
• Establish key performance indicators (KPIs) for the team, track performance, and implement strategies to achieve department goals
• Conduct performance reviews and manage HR matters, and engagement within the team. Manage the team in line with the company’s values, policies and code of conduct
• Prepare and deliver regular reports on team performance, customer satisfaction metrics, and any operational challenges to senior management as required
• Ensure all Customer Care Executives are proactively solving any Customer enquiry on day of receipt, received via various channels and keep the Customer informed at all times. Management of escalations into the Customer Service Manager
• Drive high standards of customer engagement and satisfaction under your leadership
• Responsibility for office management
• Lead projects as required to ensure all clients are utilising the “best” route of contact within Office Depot to ensure maximum effectiveness of resources, while ensuring customer requirements are fully met and sales/margins are maintained/developed
• Ensure that any change to processes, that the team and / or the wider business are communicated to proactively and clearly understood
• Network effectively with all internal departments with shared goals to improve the customer experience
• Provide support to the business with any other task, project or process as required
• Undertake all activities in line with Company Health, Safety, and Environmental policies and procedures and participate in the development of a safe and healthy workplace

Skills and experience required as our Customer Care and Office Manager:

• Significant experience of managing teams within a customer care environment
• Good understanding of relevant systems used within a customer care function
• Good knowledge of customer service awareness, preferably in a medium to large organisation within B2B businesses
• Strong written and verbal communication skills, with the ability to maintain a wide variety of solid working relationships internally and externally
• Excellent understanding of Key Performance Indicators (KPI’s) in relation to customer service
• Good knowledge of procedures involved within a medium to large customer service department
• Takes pride in own areas of work with superb attention to detail
• Ability to use own initiative and overcome challenges quickly and efficiently, working under minimal supervision
• Strong organisational skills and ability to meet tight deadlines and service levels in an evolving, dynamic & changing environment
• Ability to solve complex problems quickly and decisively
• Proficient IT skills, Excel, Word, PowerPoint, Teams
• To be able to use metrics and analysis to drive improvements

If you feel you have the skills and experience to become our Customer Care and Office Manager then please click “apply” now – We’d love to hear from you!