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Senior Customer Services Manager

Employer
Westbridge Furniture Design Ltd c/o Michael Page
Location
Holywell, Wales
Salary
£40,000 - £50,000 + Benefits
Closing date
11 Nov 2014

View more

Business Sector
Non Food & Drink
Contract Type
Permanent
Hours
Full Time
Function
Customer Services

Senior Customer Services Manager

Holywell, Wales

£40,000 - £50,000 + Benefits 

 

Westbridge Furniture is the leading manufacturer of furniture products to high street retailers. They are looking for a Senior Customer Service Manager for their site in Holywell, Wales.

Role description

Reporting into the Managing Director, this is an exciting role within a growing business where you will have the autonomy to shape and develop the sales support & customer service function. You will have people management responsibility for a team of 20 and will be expected to drive new initiatives within the business with a view to improving communication across a number of different internal departments, solidify working processes and to improve the overall customer experience from a retail account management perspective.

Key Accountabilities

  • Lead the department to provide a customer and consumer service plan for the organisation, including defining, implementing and monitoring of performance against targets and key indicators
  • Promote a service excellence mind-set throughout the team and wider organisation
  • Manage the department to ensure that all customer order requests, queries, enquiries and service issues are dealt with professionally and effectively resulting in a positive experience for all customers
  • Ensure customer satisfaction levels are set, measured and maintained and continually strive to exceed targets for all areas of responsibility
  • Manage operational problems or client issues and take necessary remedial action with the appropriate sense of urgency
  • Analyse, measure and report on team productivity and working practices. Work closely with the other departments, reporting on specific technical issues to ensure swift resolution in a structured manner
  • Proactively review the way customers are served and recommend improvements in all areas as and when required, creating a continuous improvement culture in the team and across the business
  • Maintain a customer knowledge base and recommend enhancements to existing systems and processes to improve the effectiveness of the service provided
  • Review and assess current service provider contracts
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Liaise with company management to support and implement growth strategies
  • Co-ordinate and manage customer service projects and initiatives
  • Maintain regular consistent and professional attendance, punctuality, personal appearance


Who we're looking for

You will have proven experience of leading and developing a Customer Service Team within the Consumer, FMCG or Retail sector, with an entrepreneurial spirit and have good understanding of general business operations.

You will have:

  • Proven experience in customer services management roles and the effective use of telephony and customer service reporting tools defined to measure customer service effectiveness.
  • Strong PC skills; well versed in the use of MS Outlook, Word and Excel (at Intermediate to Advanced level) and CRM systems.
  • An aptitude for engaging with clients and identify improvement opportunities; with the ability to take responsibility, to empathise and to investigate problems following through to successful resolution.
  • Excellent face-to-face, written and telephone communication and influencing skills including able to confidently prepare and deliver professionally written reports and presentations to internal/external customers.
  • Excellent organisational skills and able to adapt to changing priorities with strong time management skills and a positive outlook
  • Self motivation, resilience and a clear focus on attention to detail and high quality output


About Westbridge Furniture Designs

Westbridge Furniture Designs Limited was established in 2004 with a clear vision to develop the finest furniture designs, manufactured in the highest quality materials to the exacting standards of the industry's leading craftsmen.
Selling exclusively to independents furniture stores and high street retailers including, M&S, Next and JLP, we've stuck by that vision and grown our business to a point where we now employ some 850 people across 3 dedicated manufacturing facilities in North Wales. In fact, we're now the UK's largest own brand upholstery manufacturer.
Yet despite their insistence on uncompromising quality, their policy of sourcing selected materials internationally allows them to remain competitive, whilst their rigorous quality control and strict adherence to lead times means that consumers can rely on market leading products, manufactured and delivered to their timescales, at a price that guarantees customer margins.


Where specific UK qualifications are required we will take into account overseas equivalents. All third party applications will be forwarded to Michael Page.


Ref Code: MPGC13403492Z

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