Senior Customer Service Executive

Senior Customer Service Executive

Faringdon

Full time - Permanent

Monday to Friday - 9.00am to 5.00pm with the opportunity to work from home 1-2 days per week, however, would need to be flexible in peak periods.

Salary is dependent on experience

We are currently recruiting for an experienced Senior Customer Service Executive to join our client based in Faringdon.

The role:

This is a senior position within the company. You may be expected to attend management meetings and report on the activity within your responsibility. You will be expected to be pro-active and focused on delivering the best possible service to the customers and stores. You are expected to manage cost budgets in the most efficient manner together with staffing and stock levels in the shop. You must be self-motivated, with the ability to build and maintain a good rapport with your team and within the business. You will liaise with customers, Online Sales Managers and Office staff. As a key holder you will be in a position of great trust and responsibility.

Key responsibilities:

• Motivate, lead, support and coach your colleague effectively (recruiting extra part time staff during peak periods) to bring out the best in those around you
• Monitor & control the progress and reporting of unresolved issues via phone and e-mail, preventing complaints and queries escalating unnecessarily
• Effectively handle escalated complaints ensuring swift turnaround and negotiating terms with customers where needed
• Take ownership of customer issues and follow potential problems through to resolution
• Ensure standards remain high and continually look for ways to improve
• Provide 5* customer service to drive sales forward whilst managing and maintaining the long term satisfaction of our customer base, identifying areas of risk and maximising retention
• Keeping records of customer interactions
• Resolve product or service problems by clarifying the customer's complaint
• Manage large amounts of incoming calls from customers
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Go the extra mile to engage customers
• Implement new procedures to drive efficiency
• Assist with ad-hoc tasks and key projects
• Set up and monitor department KPIs
• Organise and attend fitting evenings and intake evenings at customers during build up to peak periods
• Liaise with customers on current and future requirements including providing prices for new items
• Manage stock levels, staff costs and overheads within the budget
• Ensuring staff are adequately trained.
• Ensure Health & Safety within the department is monitored and controlled.
• Resolve staff issues and concerns
• Ensure high standards of cleanliness and good housekeeping
• Produce reports on a daily, weekly and monthly basis
• Ensure that all paperwork and reports are accurate and timely
• Manage a team, lead by example and work under pressure
• Liaise with Customers and Stores by email and telephone.
• Inspire others to achieve the highest standards.
• Work with Spreadsheets and Word programs

You will be expected to :-

• Be tremendously enthusiastic
• Lead by example
• Be prepared to work hard
• Be competent at working with retail internet computer systems
• Maintain the high standards of the company image and reputation
• Act in a professional way at all times and provide excellent customer service
• Comply with Health and Safety regulations
• Liaise with and utilise support from all stakeholders within the business
• Seek and continuously develop industry knowledge and information
• Keep yourself up to date with developments which may have a bearing on improving the operations.

By applying for this role you give permission for Purely Recruitment to submit your personal information contained within your CV or any other relevant information provided in order for the prospective employer to review your application for the specific role applied for. Purely recruitment will not submit or use your personal information for any other purposes other than for searching for alternative employment.