Job Description

About Us

With years of experience in importing and distributing products from all corners of the globe, particularly the vibrant markets of the Far East and China, we've honed our expertise. Our brands cover everything from surf and skate to water sports, outdoor play, and toys, catering to diverse interests. While we specialize in providing affordable options, our commitment to cutting-edge design, quality, and value for money sets us apart. Behind every product is our dedicated in-house design and development team, constantly dreaming up fresh and innovative ideas. We believe that evolving our brands and products is key to our ongoing success. Our clientele includes independent retailers, wholesalers, buying groups, major chain stores, and an ever-expanding network of international distributors. Join us as we continue to spread the joy of leisure across the globe.

Job Role

We're looking for an experienced Head of Customer Services to lead and develop our multi-channel customer service operation. This role has full responsibility for customer experience delivery, operational performance and team development across warranty/after-sales support and B2C ecommerce channels.

You'll be instrumental in shaping how our customers experience our brands, driving service excellence, operational efficiency and continuous improvement in a high-volume, seasonal environment.

What You'll Be Doing

Lead the customer service strategy in line with overall business objectives

Develop and deliver the annual department plan, roadmap and performance targets

Manage, coach and develop a multi-channel customer service team

Oversee customer interactions across phone, email, live chat, social media and online reviews

Drive a high-performance, customer-focused culture

Manage departmental budgets, resources and structure to deliver excellent service within agreed costs

Define, monitor and optimise KPIs and performance metrics for a high-volume contact centre

Use data and reporting to identify trends, risks and improvement opportunities

Plan and resource effectively for seasonal peaks and periods of high demand

Develop initiatives to generate incremental revenue through customer service channels

Ensure compliance with all relevant legal, regulatory and quality standards

Work closely with internal teams and external partners to improve customer outcomes

Act as a role model for delivering consistently high-quality customer service

Adhere to stated policies and procedures

Any other tasks deemed by the Company to be necessary for the successful completion of the role

What We're Looking For

Proven experience leading customer service teams in a retail, ecommerce or consumer-facing environment

Background in high-volume or complex contact centre operations

Experience building, developing and improving customer service functions

Strong process improvement and change management capability

Commercial awareness with experience managing budgets and resources

Good understanding of CRM platforms, contact centre tools and service technologies

What we're looking for (cont'd)

Confident using data and reporting to drive performance

Excellent communication and stakeholder management skills

Calm, resilient and effective in a fast-paced environment

Highly organised, proactive and able to work independently

Degree-level qualification preferred (or equivalent relevant experience)

Why join Wilton Bradley?

Opportunity to shape and develop customer service during a period of growth

Broad remit across people, process, performance and technology

Collaborative and supportive working environment

Benefits

The Wilton Bradley Group are a family-owned business committed to supporting our employees in both their professional and personal lives. We offer a range of benefits designed to enhance their well-being and work experience. Employees enjoy an exclusive discount of 40% off online products.

We also provide a competitive company pension with an annual salary exchange opportunity, sick pay, and enhanced maternity and paternity pay. With 33 days of annual holiday, our employees have ample time to recharge and spend with their loved ones. Additionally, we foster a vibrant workplace culture through annual company events and recognition such as long service awards. To promote health and sustainability, we offer a membership of the Healthshield cash back scheme, a Cycle-To-Work scheme after six months of service and provide free on-site parking. Our casual dress code encourages comfort and expression, while our comprehensive induction and training program ensures professional and personal development opportunities for all. Plus, employees can enjoy complimentary tea and coffee to fuel their day.

Job Types: Full-time, Permanent

Pay: 40,000.00-45,000.00 per year

Benefits:

Additional leave Bereavement leave Casual dress Company events Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme On-site parking Referral programme Sick pay
Ability to commute/relocate:

Newton Abbot TQ12 6TW: reliably commute or plan to relocate before starting work (required)
Application question(s):

If you do not live in a commutable distance from our office in Newton Abbot, Devon-Please can you confirm your relocation plans ?
Work Location: In person