Customer Service – Assistant Manager
We are looking for an outstanding SENIOR customer service advisor to join a close-knit team. You will be working closely with the Head of Customer Services, deputising in their absence as well as providing leadership support to the wider team. You will have exceptional leadership skills but be willing to roll your sleeves up and lead by example
You will be a friendly, confident person who works well under pressure, can find solutions to problems and can think on your feet. The office is fast paced and sees high volumes of calls and orders so you need to remain calm with meticulous attention to detail, and you must have worked in a senior position previously.
This company is the UK’s largest manufacturer of bridal jewellery. They have been creating fine collections of handmade engagement rings, wedding rings, eternity rings and partnership jewellery since 1967. Today over 1,000 pieces of fine jewellery pass through their workshop every week. Each piece undergoes over 20 stages of development, with even the simplest rings passing through 12 pairs of hands in the 5 days it takes to make.
The team work with retail customers processing orders, repairs and enquiries within this busy and vibrant sales support department. You will only be dealing with business customers. This is a lovely modern office close to the main line station.
This company's success lies in their fervent attention to detail and unrelenting passion for exceptional quality, design and service.
Key Responsibilities
* Manage and mentor junior team members
* Manage order processing, core product orders and repairs accurately and in line with their customer charter
* Listen to calls and make process improvements
* Deputise for the Head of Customer Service when needed
* Handle escalated queries/complaints
* Provide a positive customer experience through all communication channels
* Use of customer analytics resulting in intelligent business decisions and account management
* Solve customer queries quickly and efficiently through a holistic customer view
* Liaise with the production team to prioritise orders to meet customer expectations
* Identify and correct system pricing and product description anomalies
Skills Required
* Previous Customer Service at a senior or team leader level
* Exceptional leadership skills but is willing to roll their sleeves up and lead by example.
* Strong understanding of customer service metrics, processes, and tools.
* Outstanding communication, problem-solving, and interpersonal skills.
* Ability to handle high-pressure situations with grace and professionalism.
Personal Skills
* Possess a professional and super-friendly manner
* Ability to handle a high volume of telephone calls, calmly and efficiently
* Meticulous attention to detail
* Never accepts average performance in oneself and others
* Passionate team player with a great sense of humour
Benefits
* Starting salary of £35k - negotiable depending on experience. Plenty of potential for increases dependant on performance and attitude
* 22 days holiday plus bank holidays
* Hours – 7.45am to 4.45pm
* Pension
Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy
Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not be successful. However, we will keep your details on our database, and will contact you when other suitable positions come in