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- Performance management of the team of three - 1-2-1’s, coaching, upskilling and driving high performance.
- Manage inbound and outbound customer contact. Oversee all customer service communications via email, phone, live chat, and social media, ensuring speed and efficiency as well as quality and accuracy, is delivered by the team.
- Technical, warranty and returns - Manage the refunds & returns team of two, to make sure all returns are completed accurately and in a timely manner.
- Support and resolve any disputes and escalations that require your input or guidance.
- Proactively audit and review current processes and approaches, to ensure efficiency in delivering outstanding service.
- Provide Senior Management with regular performance updates.
- Work closely with all departments to provide feedback and share best practice.
- Reviews – Managing all company & product customer reviews for Review IO, Trustpilot, Google & eBay.
- Salary up to £38K max.
- 22 days annual leave + birthday off + bank holidays.
- Company pension scheme.
- Office based M - F 8.30am to 5.30pm
- A 4 day per week part-time option could be considered for the right candidate.
- Previous experience of managing a phone based customer service team is essential.
- Ideally sector experience a in a high volume, high SKU, fast paced environment with physical products, is preferred.
- Strong Microsoft Excel skills and general computer literacy.
- Quick to pick up new company CRM systems, with the ability to utilise them effectively to optimise efficiency.
- Commutable to Newton Aycliffe Monday to Friday.
- Comfortable being office based full-time.
