Customer Service Manager

Working collaborativelyacrossour portfolio of brands within Bradshaw Taylor and Le Chameau, with the best and most exciting brands in outdoor, ski, and country apparel and footwear in the UK, Europe, and the USA.This is an unique opportunity to be part of a family-run business that is thriving and growing thanks to the people within itpeople like you who bring enthusiasm, hard work, and fresh thinking to the table.

AsCustomer Service Managerreporting to the Operations Director, you will sit at the heart of our business, leading the efficiency and effectiveness of the customer journey, and setting the tone of our relationships with our direct consumers and trade customers for the Country brands. Working closely with the Customer Service Manager (Outdoor Brands) and the Team Leaders, you will lead a team of Customer Service Advisors to deliver exceptional service, ensuring brand and business objectives are understood and followed. Your leadership will ensure impeccable teamwork and a positive and motivating work environment, reflecting Bradshaw Taylor and Le Chameaus values.

You are dynamic and progressive in your approach to customer service, embracing new opportunities in digital, technology and international commerce. You are passionate about brands, embracing the unique qualities of each of our portfolios and leading your team to ensure we bring these to market with energy and integrity.

Your Key Objectives of the Customer Service Manager:

• Oversee and manage the daily operations of the customer service department, ensuring efficient workflow and high levels of customer satisfaction for all our D2C customers.
• Develop and implement strategies to improve customer service processes, including but not limited to response times, issue resolution, and customer feedback.
• Analyse customer service data and metrics to identify trends, areas for improvement, and opportunities to enhance the overall customer experience.
• Orderbook management for B2B customers using agreed-upon customer allocation priorities.
• Lead, mentor, and coach a team of customer service advisors. Be seen as a positive leader who provides guidance and support to ensure team success, including those in Europe and the USA.
• Manage the team. Conduct quarterly one-on-ones, identifying areas for improvement and any progression and development plans. Implementing training programs for customer service staff to enhance their skills and knowledge of company products/services.
• Collaborate with cross-functional teams, including sales, marketing, operations, and product development, to address customer enquiries and resolve issues effectively.
• Ensure the department is adequately resourced to manage seasonal demand across all channels by working with other departments to forecast planned growth and allocate resources accordingly.
• Stay informed about industry trends and best practices in customer service management, incorporating new strategies and technologies as appropriate.

You are or will be able to demonstrate the following essentialskills and experience:

• Proven experience in a customer service management role, with a minimum of 3 years in a leadership position managing D2C and B2B customer channels.
• Proficiency in customer service software, CRM systems, Gorgias, Shopify and the Microsoft Office Suite.
• Exceptional problem-solving skills and the ability to thrive in a fast-paced, high-pressure environment. Proactive with a can do attitude.
• Strong leadership and people skills, demonstrating successful management of teams to achieve goals. Motivating, inspiring and energetic, you are willing to lead by example.You will be fair but decisive in managing the team's performance and conduct.
• A customer-centric mindset and a commitment to delivering outstanding service to every customer.
• Concise and articulate excellent verbal and written communication skills in English (fluent).
• Proud of your attention to detail and accuracy.
• Flexibility to work evenings, weekends, and holidays as needed.

Desirable:

• NVQ Level 3 and/or 4 in Customer Service.
• Ability to speak in French or German.
• Full UK driving licence.

Benefits include:

• 30 days holiday a year, rising to 32 days at 5 years service (including Bank Holidays).
• An additional paid day off for your birthday.
• Generous brand discounts (Sherpa, Schffel, Keen, Le Chameau & Artilect).
• Employment Assistance Programme - (24/7 access to personalised, on-demand advice/support, access to a GP online or phone).
• Salary sacrifice parking permit (Oakham)
• Enhanced pension
• Enhanced family-friendly schemes.

Permanent full-time role:Monday to Friday, 37.5 hours a week.You must be legally entitled to live and work in the UK and willing and able to work on-site at LE15 6EA.

Application:By CV and cover letter also detailing how you can demonstrate the essential criteria for the role and what you would bring to the team, submitted via the application link.

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