Job Description

-

Customer Service Manager

Location:

Appleton Thorn WA4 4QT

Reports to:

Director level

Hours:

Full-time, Monday to Friday, 42.5 hours per week

Salary:

From 30,000.00 per year - negotiable upon level of experience.

Overview

Scottsdale Golf is a leading supplier of premium golf equipment and accessories. We pride ourselves on offering top-quality products and outstanding customer service to golf enthusiasts worldwide. As the company continues to grow, we are seeking a highly motivated and experienced Customer Service Manager to oversee the day-to-day operations of our Customer Service department.

This role is pivotal in ensuring that customers receive an exceptional level of service, the team performs to the highest standard, and company processes remain efficient, professional, and aligned with our commitment to excellence. The successful candidate will possess a strong background in customer service management, excellent communication skills, and the ability to lead and develop a high-performing team in a fast-paced environment.

Key Responsibilities

- Including but not limited to:

Team Management and Leadership

Oversee and manage the Customer Service team to ensure high performance, engagement, and achievement of satisfaction targets. Recruit, onboard, train, and mentor team members, providing ongoing coaching, development, and performance evaluations. Set clear objectives, monitor progress, and implement strategies to maintain and exceed service standards.

Customer Relations

Handle escalated customer enquiries and complaints, ensuring prompt, professional, and effective resolutions. Develop and implement customer service policies, procedures, and loyalty initiatives to enhance client experience and retention. Promote a customer-first culture, ensuring all interactions reflect the company's values and commitment to service excellence.

Operational Responsibilities

Collaborate with internal departments to co-ordinate orders, shipments, returns, and exchanges, ensuring a seamless purchasing process and ensure effective communication between departments. Ensure that the team create accurate customer records, recording actions taken, and outcomes. Monitor industry trends and product developments to continually improve service delivery and team knowledge.

Skills and Attributes

Exceptional verbal and written communication skills, with the ability to build rapport and maintain professionalism at all times. Strong problem-solving and conflict-resolution abilities, with the capacity to remain calm and composed under pressure. Highly organised with excellent administrative and time management skills, and a strong attention to detail. Ability to prioritise effectively in a fast-paced, evolving environment. o Proactive, self-motivated, and innovative with a passion for delivering outstanding customer experiences. A positive, approachable, and professional attitude with strong leadership qualities.

Experience and Qualifications

Minimum 3 years proven experience in customer service management or a comparable leadership role. Proficient in customer service software such as Zendesk, as well as Microsoft Office and other business applications. Experience in warehouse management systems (WMS) is desirable. Valid driving license and access to a vehicle as Scottsdale Golf is in a rural location with no access to public transport links. A passion for golf and knowledge of golf equipment is advantageous but not essential.

Benefits

Cycle to Work Scheme. Employee discount scheme. 28 days of holiday. Additional paid day off for your birthday after 12 months of service. Pension scheme. Company events and team incentives. Opportunities for progression within a growing company. Employee Assistance Programme supporting positive mental health. Friendly and supportive work environment within a passionate team.

If you are ready for the next challenge in your career and wish to join the fastest-growing golf company in the industry, we would love to hear from you. Please apply sending your CV and a short cover letter.

Job Types: Full-time, Permanent

Pay: From 30,000.00 per year

Benefits:

Casual dress Company events Employee discount Health & wellbeing programme
Application question(s):

Do you have a valid driving license and access to a vehicle as Scottsdale Golf is in a rural location with no access to public transport links.
Experience:

Management: 3 years (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person