Customer Service Manager

Location: West Sussex (near Horsham)
Hours: Full-time, Monday to Friday, 9:00 AM – 5:00 PM
Salary: £30,000-£32,000 with additional benefits

We are seeking an experienced Customer Service Manager to lead and support our customer service team for an award winning industry leader offering a diverse range of products for all ages across online and in store through various major retailers and independent outlets. You will be responsible for overseeing daily operations, ensuring customer satisfaction, and resolving any service issues efficiently. This role involves cross-departmental collaboration, particularly with sales, eCommerce, and the warehouse, to maintain seamless service delivery.

Key Responsibilities:

• Manage the customer service team, organising workflow and ensuring tasks are completed to a high standard.
• Monitor team productivity, providing feedback and support as needed.
• Conduct annual performance reviews and manage team leave and sickness.
• Resolve customer complaints and issues, ensuring a positive customer experience.
• Train new team members and keep the team informed on new procedures, products, and promotions.
• Handle customer communications via phone, email, and online chat, including order processing and upselling.
• Manage customer returns, refunds, and online reviews.
• Collaborate with the accounts team on overdue or over-limit trade accounts.

About You:
The ideal candidate will be a problem-solver with excellent communication skills, a keen listener, and a strong sense of empathy. You should have previous experience in a similar customer service role, with management experience. The role requires strong attention to detail, a good telephone manner, and proficiency in Microsoft Office, particularly Word and Excel.

Additional Information:

• This is a fully office based role, and you must be able to drive due to no public transport options.
• Benefits include a pension contribution, life assurance, rising annual leave and product discount.

How to Apply:
If you are a dedicated customer service professional with a passion for organic beauty products, we would love to hear from you. Please submit your CV and a cover letter outlining your suitability for the role.

Harris Lord is acting as the employment agency for this vacancy

Customer Service, Customer Care, Supervisor, Manager