Customer Service Manager - Axon Moore Group Ltd : Job Details

ROLE TITLE:  Head of Customer Services- PermanentROLE SALARY:  £50k-£60k LOCATION: Whalley, Lancashire (BB)MORE ABOUT OUR CLIENT: A rapidly growing Lancashire brand celebrated for its quality. Since its inception in 2018, this company has witnessed remarkable growth. Boasting a dedicated team of 40+ staff and growing, participation in over 20+ major UK events annually, a store in Manchester’s bustling Northern Quarter, and official supplier to some of the UK’s finest sports teams. Our client is on an ambitious path of further growth and is eager to expand the team with people that share their values and commitment to quality. ROLE OVERVIEW: Axon Moore are proud to be supporting our client in order to recruit and experienced Customer Services Lead, with responsibility to develop their function and ensure customers receive a high level of customer care at all times. The role is responsible for managing the customer services team and overseeing all interactions with customers. Our client are offering a fantastic opportunity for someone to come and make their mark and act as the focal point for delivering exceptional customer service. ROLE RESPONSIBILITIES: ? Service Levels: Establish yourself and the wider team as the driver of improved customer service ensuring all SLAs are achieved. ? Communication: Ensure exceptional customer service via all communication methods including in person, email, live chat and social media. ? Leadership: Motivate and train staff to provide the best customer service possible maintaining a high performing team. ? Develop Systems: Develop and implement systems to deliver exceptional levels of service and efficiency in handling customer enquiries. ? Customer Engagement: Proactively manage customer escalations, complaints and feedback in an effective and professional manner. ? Measure Customer Satisfaction: Develop the customer satisfaction, resolution time and escalation KPI reporting, actively monitor progress against the agreed targets. ? Reporting & Analysis: Use system data to identify key themes and trends and assign appropriate actions or strategies for further improvement. ? Company Knowledge: Demonstrate in-depth understanding of new product launches, company policies, and industry trends to provide accurate information to customers.? Compliance: Maintain compliance with all relevant health, safety, and customer service regulations. ? Documentation: Develop Standard Operating Procedures and review documentation making sure this remains relevant and organised. SKILLS, EXPERIENCE, QUALIFICATIONS REQUIRED: ? 10+ years customer service experience. ? Experience of managing a team in a fast-paced environment. ? A passion for supporting customers in a product industry, ideally in a startup or SME. ? Great people skills, with the ability to build positive relationships with customers. ? Problem solving mindset and the ability to multitask. ? Experience of using customer service platforms such as eDesk, Gorgias or Zendesk. ? Excellent communication skills both written and verbal. ? Excellent organisational skills with the ability to manage multiple tasks effectively. ? Resilient in adapting to change. ? Computer skills: Strong knowledge of Google Workspace and Microsoft Office. ? Owner of a car and clean driving licence is preferred. REPORT TO: ? Directly reporting to our Finance Director. ? Collaborating closely with all employees to resolve customer related queries. YOU’LL LOVE WORKING FOR OUR CLIENT IF: You are ambitious, have a burning desire to learn, have an obsessive attention to detail, an entrepreneurial mindset and want to really make your mark on a business trying to do good. If you want to be part of a big team - this isn’t going to be right for you. Working in a start-up is quite different. Start-ups are vibrant, fast paced, often hard work, but always incredibly rewarding. WORKING DAY & HOURS: Full time- Remote working not available for this role Monday - Friday: 8:30am - 5pm ANNUAL LEAVE: ? Permitted 25 days annual leave per year plus 8 Bank Holidays? Due to an exceptionally busy trading period, a maximum of 5 days of annual leave in November & December of each year ? Please note bank holidays are regarded as normal working days - however staff may request these as annual leave MUST WORK: ? 1x day over our annual Sale Weekend - usually March, date tbc ? 2 additional days around Black Friday - usually end of Nov ? For the above additional days annual leave will be granted, or you can be paid 1.5 your normal day rate EMPLOYEE BENEFITS: 40% off all full priced productsAnnual staff wellness day - fully paid Heavily discounted gym memberships In-house HR support & company pension Monthly staff social - expenses paid for/ subsidised Company pension Unlimited free coffee Friday walks up Pendle Hill Good vibes Christmas party, all-expenses-paid staff If this looks like your perfect role, please do NOT delay!Get in touch with your current CV or call me for more information on