Job Description

You will also represent the voice of our customer to ensure that the business responds to opportunities to develop our customer experience to ever greater heights.

This exciting role is crucial to helping us realise ambitious plans to create an industry leading Company.
A strong cultural fit is a priority for us. So a great personality and collaborative leadership style is vital. You will also be exceptionally customer-centric, data focused and have the energy and enthusiasm needed to get results for our customers.

• Workload and capacity management for the customer service, aftersales and field service teams
• Ensuring team KPIs (In particular PCA and SVL) are met and exceeded.
• Team performance management, appraisal, personal development and succession planning
• Weekly reporting for trading pack on deliveries, lead times, sales retention, trust pilot and SLA metrics
• Data analysis to identify areas to make incremental improvements to customer service
• Liaison with IT on process and system development opportunities
• Daily monitoring of supplier capacity against orders placed
• Playing an active role in stock and inventory management
• Collaboration with finance team on cancellations and product reverse flow
• Co-ordinate with HR team to manage payroll, expenses and recruitment for the team
• Regular team briefings on company and customer goals

Required Knowledge, Skills, and Abilities

• At least 2 years of experience in a comparable role
• Track record of meeting and exceeding customer-centric performance metrics
• Previous evidence of affecting organisational change in response to customer feedback
• An analytical approach to improving team performance
• Supplier management including negotiations, performance tracking and relationship management
• Ability to inspire and motivate a diverse team
• Willingness to positively challenge current processes in pursuit of service excellence
• Ability to perceive and make use of the right performance metrics
• Strong administrative and management skills
• Able to prioritise multiple priorities and objectives
• Evidence of expanding and developing a high performing customer service team
• Experience of working with big-ticket retail products
• Supplier/ 3rd party SLA management