Retail Customer Care Manager

JOB TITLE: Retail Customer Care Manager

LOCATION: Bridgwater, Somerset

SALARY: Up to £32,000 PA

HOURS: Monday - Friday, 37.5 hours per week (between 8am - 5pm)

BENEFITS: Generous holiday entitlement (as well as the option to purchase 3 additional days each year), cycle to work scheme, free on-site parking, discount off full gym membership, competitive pension scheme and access to an award-winning Employee Assistance Programme service.

Are you a passionate and driven individual with the proven ability to be a fantastic leader? If so, we may have the perfect role for you! We are working with a highly successful manufacturing company who are seeking a talented Customer Care Manager to join and lead a dynamic and innovative team. You will play a critical role managing a team of advisors who maintain and develop sales of products and who handle all administrative and service aspects of the ordering cycle.

The successful candidate will drive efficiency through leadership, process reviews and continual improvement to ensure the department is running in a professional and positive way to achieve and exceed department KPI's and increase customer satisfaction and expectations.

Key duties and responsibilities:

1. Recruit, coach, mentor and develop customer care advisors and nurture an environment where they can excel through encouragement and empowerment.
2. Carry out monthly 1:1s, mid-year and yearly appraisals.
3. Set clear goals and deploy strategies focused towards these goals.
4. Work closely with the Retail Director of Sales to maintain and develop sales of products to UK Retail accounts.
5. Develop, adapt and review service procedures and processes to improve the department's efficiency.
6. Engage and lead projects to constantly improve ways of working.
7. Accurately report and analyse on agreed KPIs to Management and retail customer care team.
8. Conduct root cause analysis and eliminate costs caused through inaccurate performance.
9. Ensure company processes are kept up to date with our Terms & Conditions and customers' contract agreements.
10. Manage complaints and escalations.
11. Implement and manage improvements to enhance the customer journey and the customer experience.
12. Learn and adhere to all company procedures and requirements.
13. Deputise for Head of Customer Care Manager as and when required.

Essential skills and qualities:

1. Previous experience managing or leading a team.
2. Excellent verbal and written communication skills.
3. Highly organised and adaptable.
4. Strategic thinking.
5. Have a patient and understanding approach.
6. Polite, friendly and professional.
7. Great listener.
8. Exceptional customer care skills and willingness to go the extra mile.

If you possess the required skills and experience and are eager to join a company that places high value on its employees, apply online or send your CV directly to (url removed) or call our team on (phone number removed) for more details.

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