A bit about us: Established in 1994, The Fragrance Shop is the UK’s leading independent fragrance retailer. Our aim is to make mainstream and luxury fragrances affordable and accessible to all. We showcase more than 130 fragrance brands in over 220 stores throughout the UK and online at www.thefragranceshop.co.uk. We are expanding and are looking for a Group Customer Service Manager to join the team and be part of a growing and vibrant brand.
Why you’ll love working here:
Vibrant state-of-the-art office, conveniently located in Trafford Park with great transport links and free onsite parking
No need to travel to the gym – we have one here for you! Take advantage of our free onsite gym facilities before/after work or even pop in at lunch time
Generous staff discounts on a wide range of fabulous fragrances
Excellent progression and development opportunities - work with teams who are passionate about what they do and develop your expertise within a creative and collaborative space
The role: The Group Customer Service Manager will demonstrate their expertise in Customer Service by managing a team of advisors to ensure that the highest level of satisfaction is being achieved. You will be responsible for training and mentoring as well motivating the team to ensure that the department is achieving its goals.
What you’ll be doing:
Ensure that all escalated contacts are dealt with effectively and within the rapid response rate according to agreed standards. Customer complaints to be handled empathetically, professionally and in line with the values and beliefs of the Company.
Log information from calls received, file correspondence/data where required and maintain detailed and accurate records.
Provide ongoing coaching and mentoring for each team member including one to one support.
Boosting the team morale during both busy and quieter periods and ensuring that each consultant is motivated to achieve results.
To devise effective working rotas.
Establish and maintain exceptional working relationships with colleagues, customers, suppliers and visitors / enquirers working collaboratively to resolve customer issues.
Communicate accurately and effectively via written and/or verbal correspondence and perform general administration duties in a timely and effective manner.
Participate in meetings, conferences, and team activities, contributing to the wider business development.
To provide the customer service team with technical support, best practice guidance and advice.
Provide reports and feedback on the efficiency of the customer service process.
Achieve set targets and deliver KPI's.
Minimise loss to the business by conducting fraud checks on all orders promptly and working within delivery timelines.
To provide a central advice point for stores to ensure consistency of service levels across store portfolio.
Ensure enquiries, payment and delivery disputes are processed efficiently and with minimum cost to the business.
Maintaining and upgrading communication systems as and when required.
Establishing customer service policies and procedures
Staying updated on developments in the customer services field.
What you’ll bring:
Strong customer service ethic.
Listens to and values the opinions of others.
High level of integrity, trust and respect.
An effective communicator.
A problem solver.
High energy and drive.
Approachable, adaptable and flexible.
Passionate and self-motivated.
Builds strong personal relationships.
A positive can do approach.
Knowledge of customer service principles and practices.
Knowledge of Zendesk would be an advantage
Previous experience in a customer service / call centre managerial role is essential.
How to apply:
Simply upload your CV via our careers page.
Join us now and help shape the future of fragrance retail!
The Fragrance Shop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Due to the high volume of applications that we receive, we are regrettably not able to respond to everyone. If you have not heard from us within four weeks of your application, please assume that on this occasion you have not been successful.