We have an opportunity for a Customer Services Supervisor to join our team on a permanent basis at our Leicester Head Office. You will join us on a full time contract (37.5 hours).
An exciting opportunity has arisen at shoezone to be a key member of our Customer Services team, acting as the glue between the customer, the Customer Services team, and the wider Head Office departments. You'll become an expert in Customer Services alongside analysing reports to ensure we are providing the best customer experience possible
You:
You'll need to be friendly, enthusiastic, and committed to exceptional customer service. You will have excellent verbal and written communication skills and a cheerful, confident manner. Your telephone manner will be positive, professional, and calm.
The right candidate will have the following:
Be organised, thorough and excited by a challenge, you'll work well in a busy and fast-moving retail environment.
Ability to manage and motivate a team
Highly motivated and hardworking with a professional attitude who can work under pressure in a fast-paced environment.
Works well within a team whilst maintaining autonomy.
You will need to be adaptable with excellent IT skills and be able to interpret reports and analyse data.
Good at prioritising workload to meet tight deadlines and a drive to reach targets.
Strong communication skills and experience in liaising with both internal and external contacts including senior management.
Experience of working in a customer facing role, such as a customer services department or other retail environment.
Experience of Zendesk would be beneficial, but not essential.
Great attention to detail
The Job
Alongside looking after the day to day running of the customer services team, you'll look for new opportunities to enhance the customer experience, analyse reports and ensure the smooth running of the department.
Responsibilities include, but are not limited to:
Supervise daily ticket handling across all channels
Manage escalations for complex or high-risk customer issues
Ensure consistent use of macros, forms and processes
Support with all channels during peak periods when required
Submit all courier and channel claims as required in a timely manner
Cover the Customer Services Co-Ordinators holidays
Drive continuous improvement with processes, Zendesk and responses across the team
Support the customer services co-ordinator with the monitoring and driving of KPIs within the team
Support with the overall upkeep of the Zendesk system and Help Centre
Support with Zendesk reporting
A minimum of 2 shifts a week will be spent handling tickets on all ticket channels
This role will report into the Customer Services Co-Ordinator.
Working days will be Sunday to Thursday working 7.5 hours a day but will be subject to change depending on the need of the department.
Us
We are a town centre, retail park and digital footwear retailer, offering low price and high-quality footwear for the whole family, with free next day delivery on all orders, seven days a week. We operate from 270 stores and have approximately 2,100 employees across the UK.
Our store portfolio consists of 61 town centre stores, which stock the core shoezone product range and 162 hybrid town centre stores and 45 larger retail park stores which also stock additional brands such as Skechers, Hush Puppies and Kickers.
, which stocks online exclusive footwear, combined with our store network and marketplaces, ensures a full multi-channel offering for great customer service.
During an average year we sell 14.5 million pairs of shoes per annum at an average retail price of £13.
Benefits
Profit Share Scheme
Pension
25% Staff Discount
Birthday Holiday
Wellbeing Support
Free on-site parking at city centre Head Office
Free on-site gym
Opportunities for progression