Customer Service Manager

Description

Retail Customer Experience Manager

Location: Brighton

Salary: GBP29,000 – GBP35,000 basic + KPI bonus (OTE GBP36,000 – GBP42,000)

Hours: 37.5 hours per week, flexible between 8:00am – 6:00pm Monday to Friday. Very occasional Saturdays 9:00am – 3:00pm.

Job Type: Full–time, Permanent

Hunters are delighted to be recruiting on behalf of our client, a growing interiors company.

We are seeking a strong people manager with a passion for customer experience and sales. You will lead a team of Customer Service Executives, drive sales conversion, ensure excellent service, and oversee aftercare. The role requires experience in performance management, coaching teams to achieve KPIs, and continuously improving customer engagement and service standards.

This role requires someone who is confident managing people from a performance management and HR perspective, coaching teams to achieve KPIs and continually improving customer engagement and service standards.

Retail Customer Experience Manager – The Job

Lead and manage the Customer Service team, ensuring KPIs and service level agreements are consistently achieved. Deliver an exceptional customer experience across multiple channels including telephone, email, social media and online messaging. Drive sales performance by supporting the team to convert the sales pipeline and accelerate customer purchasing decisions. Manage and mentor Customer Relations Executives responsible for customer aftercare. Oversee aftercare processes to minimise repair issues, reduce errors and ensure recurring issues are reported and resolved. Retail Customer Experience Manager – Experience Required

Minimum 2 years' experience in a similar management role. Proven experience managing people from a HR and performance management perspective Excellent communication and interpersonal skills Skilled in coaching and developing staff Retail Customer Experience Manager – The Benefits

KPI–based bonus scheme (OTE up to GBP42,000) Pension scheme with employer contribution 31 days annual leave including bank holidays (increasing with service) Opportunities for career development within a growing business Free on–site parking Discounted staff product scheme MediCash health package (after successful probation) Life assurance

Ad ID: 5417988591