Job Description

Job Title Customer Services Manager

Reports to Head of Customer Service & Operations Training & Development

Location Monday & Friday WFH / Tues - Thur Bath HQ

Company Background

Established in 1974, Graham & Green is a proudly independent, family-run homeware emporium. Our flagship store in Notting Hill was the first of its kind, brimming with exotic homewares scoured from far-flung corners of the world. You'll find us in the very same spot today, alongside four additional stores across the UK. Our mission remains the same: to source the very best furniture, homeware and unique gifts that excite, inspire and bring joy.

We pride ourselves on having a colourful vibrant community where everyone feels part of the family. Whether that's friends, family, colleagues, customers, makers or furry friends. We're only as good as the team that forms us, which is why we're always on the hunt for exceptional people to be a part of our special culture.

Job Purpose

The main purpose of the role will be to optimise the performance of the busy Customer Service team whilst striving to make Graham and Green's proactive customer care programme the highest priority. A key part of the role will be to establish an efficient, organised and well-disciplined department that will develop at the right pace as the business grows whilst maintaining the highest possible standards, along with identifying sales opportunities with existing and new customers.

This busy Customer Service department requires a strong manager to develop and continue clear agent and business process training with the view to encourage high performance standards.

Key Responsibilities

Deliver excellent customer service across web and direct sales channels Manage and support staff to service customers to high standard through excellent customer service practices and product/service knowledge Responsible for training and development of team members Create and communicate performance standards to enable staff to consistently provide a high level of service to the customer Develop and expand current client database / identify new marketing opportunities Champion special order & bespoke process for items such as Made to Order sofas Respond quickly to customer shopping patterns to ensure fulfilment operations are appropriately staffed during peak times Create and submit departmental resource budgets and manpower plans using telephone data analysis Make customer satisfaction the key differentiation between Graham and Green and other luxury brand retailers Develop and create services which will meet future growth requirements Initiate and implement plans to encourage repeat business and develop long term customer relationships Seek and action CS feedback to continually improve customer care standards Plan and put in place steps to improve the overall communication and workflow between CS and its suppliers and supporting internal departments Ensure all Customer Service Advisors adhere to the business policies and procedures, and improve standards through reviews and training plans Encourage and support good product knowledge training Create service levels, performance indicators, team targets and objectives Show the ability to create and develop clear and focused staffing plans Create motivational aids for departmental training development
This is a summary of the role, and the Customer Services Manager is expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business.

Person specification

Independent, organised, meticulous, and process orientated Possess a proven track record in leadership and motivational skills Be a lateral thinker and problem solver Have a proven track record of 3 years' experience in a Customer Service managerial role preferably in a similar direct/retail background (but not essential) Ability to create and present KPI's to the Directors to implement strategies and improve efficiencies using all available sources of information (telephone and business systems Possess excellent technical skills in IT and telephone systems Expert user in call centre technologies and CRM systems (knowledge and experience of Microsoft Dynamics Navision ideal but not essential) Excellent communication and interpersonal skills Excellent written and oral English language skills Approachable, empathetic and considerate nature Previous experience in working within the retail industry

Benefits

Generous holiday allowance and birthday day off Discretionary bonus scheme Private Medical Scheme Bike2Work Scheme Generous company discount A small, friendly close-knit team Goa villa - reduced rates
If interested, please send your CV and cover letter to careers@grahamandgreen.co.uk.

Job Type: Full-time

Benefits:

Additional leave Bereavement leave Casual dress Company pension Cycle to work scheme Employee discount Enhanced maternity leave Private medical insurance Sick pay
Work Location: In person