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Customer Service Manager | Macclesfield | £30,000 - £35,000
An amazing opportunity to join a leading brand in the ladies fashion industry, our client has been at the forefront of offering a fun, confident, and feel-good product range since its inception in 2005. With a focus on expanding their direct-to-consumer operation by over 50% and an annual turnover forecasted to hit £37 million, the business continues to grow, with future plans to expand into sportswear, nightwear, and hosiery.
We are seeking an experienced and highly motivated Customer Service Manager to oversee the customer support operations across both wholesale and B2C channels. You will lead a team of customer service representatives, ensuring a seamless experience for both wholesale clients and direct-to-consumer customers. This role requires excellent leadership, communication, and problem-solving skills, as well as the ability to develop strategies that enhance customer satisfaction and support business growth.
Customer Service Manager Key Responsibilities:
- Lead the development, performance, and maintenance of customer service activities across the organisation.
- Guide the team to deliver exceptional customer experiences, ensuring brand values and tone are upheld in every interaction.
- Review and improve customer service processes to streamline operations, allowing the team to focus more on relationship building.
- Ensure the team has the resources and tools needed to provide quality customer service.
- Foster strong relationships across departments and provide management with feedback on areas for improvement.
- Manage HR duties such as 121s, performance management, and holiday requests.
- Produce regular reports on customer service contacts to evaluate performance and identify areas for improvement.
Customer Service Manager Skills & Experience:
- Proven experience in leading a customer-focused team in both B2C and B2B environments, ideally within a product-led industry.
- A natural passion for customer service, with a genuine desire to advocate for the customer.
- Experience resolving issues related to product availability, pricing, order processing, and shipping, particularly for wholesale clients.
- Excellent communication skills, with a solution-oriented approach to customer challenges.
- Organised and efficient, able to manage time effectively and seek guidance when needed.
- Experience implementing digital services to enhance the customer experience.
Company benefits:
- 25 days holiday per year (plus bank holidays)
- Annual bonus scheme
- Exclusive discounts
- Flexible working options
- Casual dress code
- Company events
- Company pension
- Employee discount
- Health and wellbeing programme
- On-site parking
- Sick pay
If you are looking for an opportunity to inspire others, achieve brilliant results, and thrive in a strong team culture, then this is the role for you!
BBBH32441
