Customer Service Manager
An opportunity has arisen for an experienced Customer Service Manager to join our client in Hemel Hempstead. Our client are a leading professional and distributer of beauty products in the UK and their friendly and upbeat office environment ensures going to work is always fun Due to expansion, the company are looking for an experienced candidate to oversee a small team and create a personalised service to existing customers via social media and other sources, ensuring they are kept happy and updated on their orders and accounts. Key responsibilities: Creating a positive customer service reputation for the brand: Technical complaints Refunds (passing to finance team for processing) Product complaints - monitoring and reporting on a monthly basis Tracking social coverage, calling clients where necessary: Establish and manage social media groups and handle key company messaging Become a visual presence of the brand online and work with the social team to familiarise clients with the wider team Training complaints / feedback - feedback to Training Coordinator to implement changes to ensure these complaints do not continue Producing monthly complaint reports so other teams can see where there are issues and make improvements as necessary Lost packages - ensuring the customer experience is satisfactory FAQ enquiries - sending to the correct person and ensuring it has been followed up Key client management: Calling top club members who haven’t ordered in 3 months Ensure all members book their free training place General management of key clients Proactive calls to customers General: Take orders / engage with customers Attend some open days to ensure brand experience Team targets to ensure phone team mention new products and training What the employer is looking for: At least 3 years’ experience within a similar role - team leader or manager level A background in the beauty retail industry would be advantageous Experience managing and communicating with customers via social media Confident and personable approach Ability to calmly diffuse and manage any discrepancies and escalations Team player Excellent communications skills, both verbal and written What’s in it for you? Salary of £28k-£35k, depending on experience 20 days annual leave (rising to 25 after 5 years in service) Free parking onsite Casual dress code Nail treatments available in the office during working hours Friendly, welcoming and relaxed environment Hours: Monday to Thursday 9am-5pm, Friday finish at 3pm Due to the number of applications we often receive; Only short-listed candidates will be contacted.