WANTED - Assistant Retail Service Manager/ Champion of all things Consumer Delight
Want to join a friendly, well supported, fast paced, dynamic and hard working Customer Service team on a permanent basis?
Fancy chatting with customers from all over the world and ensuring that their orders arrive safe and sound and that they have a spirits buying journey full of unexpected and un-paralleled delight?
Thrive on controlled chaos and working within a high functioning team that pulls rabbits out of hats and achieves the impossible on a daily basis?
Why Master of Malt?
We are a multi-award-winning online drinks retailer, with a particular passion for whisky, gin, and other premium spirits. Our true passion lies, however, in creating unexpected and un-rivalled delight for our consumers - and that's where you come in!
Team Service are responsible for a range of crucial functions - we are at the heart of MoM Towers, 365 days a year! We’re not just here to take calls or process customer orders though - We are focused and driven to deliver an exceptional and outstanding service experience.
If you’re all about hitting targets and KPIs, this role is not for you. Our truly unique and refreshing approach to delivering extraordinary service is what we’re all about and we’re only looking for people who are passionate about this too.
* What's the contract? Full time, 40 hours per week (working 8 hours per shift)
* What are the shifts? Hours scheduled between 8am and 10pm (normally only once a week). Please note that some weekend and Bank holiday hours required on rotation.
* Sounds great! Where am I working? This is a hybrid role, partly from home but you will also be required to attend our offices in Tonbridge for training (full time for your first two weeks) and then minimum twice weekly for team days together - so will need to be within reach of Kent, those days will likely be Tuesday and Thursday. You will need to be a self-starter who is comfortable working autonomously / from home.
If this has stoked your interest, then read on to find out just what you'll be doing in this role...
* Working with the Customer Service Manager to help support, mentor and manage a team of Customer Relations Advisors.
* Managing the Distribution of tasks and manage the day to day operations of the teams
* Assist in the delivery of training to new members of the teams
* Responsible for managing complaints through investigation and resolution, including complex or long-standing issues that have been escalated by the Advisors
* Identify any errors or anything suspicious and resolve these matters as quickly and seamlessly as possible to minimise customer disruption or dissatisfaction
* Deal with customers via third party sellers, such as notonthehighstreet.com and Amazon
* Manage and supervise the 3PL brands and ensure we adhere to our agreed SLAs and provide the same standard of service to our external brands
* Liaise directly with couriers to resolve any logistical issues in a timely manner.
* Ensure the team is fully trained and up to date on all international shipping requirements and row documentation processing
* Work closely with and support other departments as required, such as Fulfilment, Warehouse and Marketing
* Monitor and respond to incoming customer contact via multiple channels including email, phone, online chat and social media
* Make rational and consistent decisions regarding discounts and refunds, according to the individual customer’s situation
* Represent the CS team in stakeholder meetings across the wider business (3PL, Warehouse, Fulfilment, Marketing)
* Ad hoc tasks, as delegated by the Service Manager and Head of Customer Service
Skills, experience and who we're looking for:
* Self-motivated, confident and consumer service focused. Always willing to go that extra mile and a knack at building rapport quickly, whether that be via phone, email, chat and beyond!
* Proven supervisory experience .
* Experience in leading a team in the absence of the manager.
* Amazing communication skills both written and verbal – if you do not know the difference between ‘you’re’ and ‘your’ then you need not apply!
* Be a team player that can multitask and adapt to a fast-paced and changing environment - someone who brings team spirit and enjoys supporting colleagues in a challenging environment.
* Tech savvy and able to pick up new programmes quickly.
Benefits
We’re all about boundless curiosity, so you’ll discover loads of opportunities to spark your creative flair and work along-side unreal talent who all have the same job description, to ‘Make Atom Successful.’ Trust is at the epicentre of all that we can do, so you’ll work in a transparent and honest environment where we have each other’s backs, and be free of aging corporate policies and rules.
Life here’s about so much more than pay and benefits - you might get a slightly higher salary if you cram onto an expensive, crowded commuter train into the city, but you’ll struggle to find a company with the flex, agility and unique-ness that we have. In short, we’ve got you covered financially but if money is your main driver, we’re not for you.
We hate waste in all of it’s forms and time is no different, so we’re focused on productivity and output rather than when or where you work, or what you wear into the office - you can come in fancy dress for all we care! This means that although we can’t promise anything, flexible working options are built into our DNA.
We don’t sit still, and there’s a lot more to come... Apply now if you want to join us.