Job Description

We are currently looking for an experienced Customer Service Manager to lead a vibrant customer service department for a large reputable e-commerce retailer who specialises in the FMCG industry. The role will undertake a fresh approach on improving the customer experience both through online & physical shopping journeys, & will take responsibility for implementing new strategies to increase brand exposure, product placement & CSR levels.
Key responsibilities will consist of:

• Supervise and support Retail Logistics Coordinators and Team Leaders.
• Coach and develop the team to enhance performance and accountability.
• Implement best practices to optimise retail logistics operations.
• Track key performance indicators to drive customer satisfaction and continuous improvement.
• Partner with cross-functional teams to address order processing challenges.
• Evaluate operations and recommend enhancements for efficiency.
• Serve as the Oracle ERP business lead for system improvements.
• Experience in E-commerce system navigation.
• Work with IT and operations to test and implement new solutions.
• Deliver technical support and training to team members.
• Identify and execute strategic initiatives to eliminate process inefficiencies.

Hybrid working with flexibility Internal progression & scope for development opportunities
The successful candidate will consist of:

• Exceptional leadership and motivational abilities.
• Demonstrated success in leading teams within fast-paced operational environments.
• Strong analytical and problem-solving capabilities.
• Proven expertise in developing innovative solutions to enhance productivity.
• Results-driven, with a focus on achieving team and company objectives.
• Strong interpersonal skills, with the ability to influence and lead effectively.
• Excellent written and verbal communication skills.
• Highly collaborative, skilled in leading meetings and engaging with cross-functional teams.
• Ability to set and manage multiple priorities while effectively delegating tasks.

Our client is a leading online retailer specialising in the delivery & produce of commercial goods to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the FMCG & retail industry by blending high-quality offerings with an exceptional customer experience journey.

• Basic starting salay of 35k + DOE.
• Team performance-related bonus.
• Pension contribution.
• Product & in-store discounts.
• Hybrid working with flexibility.
• Free parking.
• New & recently refurbished office environment.
• Free days out & monthly reward incentives.
• Free gym memberships & loyalty schemes.

Skills Required