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Customer Services Team Manager, Watlington

Garden Trends is a premium multi-channel retailer in the Garden and Leisure industry, selling garden furniture, barbecues, outdoor kitchens, and seasonal products. Our business is generated through our retail showroom and online sales using many suppliers with a large product range.

Help us make a difference as a Customer Service Team Manager. We are looking for an assertive and dynamic, hands-on individual who has experience in a similar role to lead our established Customer Services team. You will be responsible for managing a small but dynamic team across our two locations. The role is office based at our office in our Watlington head office, but you will work remotely with our colleges at our store location in Bracknell. You'll be working in a busy environment with a get-stuck-in attitude. You’ll be interacting with customers and dealing with their sales and order enquiries.

This is a full-time permanent position working 8.30am – 5.30pm, Monday – Friday.

Duties include:

  • Offer first in-class support to customers, through telephone, email, and live chat enquiries
  • Lead, develop and motivate the Customer Service team to ensure an efficient and effective service is delivered to the customer
  • Handle customer complaints, issues, and queries in a timely and professional manner
  • Process customer orders, returns and refunds
  • Ensure that both the team and yourself are fully confident with relevant company processes and procedures
  • Ensure that all team members are provided with the formal and informal coaching and quality assessment that is required to enable them to meet their objectives
  • Support the implementation of recruitment, induction and on-going training where required.
  • Assist with general administration duties

The above is a broad definition of the job responsibilities. It does not take into account every aspect of the job because of the areas of flexibility, which the job holder may be required to perform. 

The Individual: 

  • The Individual

  • Proven background in customer services is essential

  • Strong leadership and people skills with good coaching ability

  • Experience of customer retention and/or complaints management

  • Flexible and adaptable in a fast-paced environment

  • Good computer skill and knowledge of Microsoft packages, including Outlook and Excel

  • Highly organised

  • Excellent communication skills, both written English and verbal English

  • Coherent in numeracy with the ability to apply logic and reasoning

Benefits:

  • Casual dress
  • Company events
  • Company pension
  • Free parking
  • On-site parking

The principal aim of Garden Trends is to provide all customers with a highly professional, efficient and courteous service, delivered by highly motivated and experienced staff.

This is a fantastic time to join the company and make a difference from day one. Submissions should be sent by email to jobs@gardentrends.co.uk. When applying for this position, please send a CV with covering letter and the source of the advertisement.

We regret that we will only be able to contact candidates shortlisted for interview. If you haven't heard fromus within 4 weeks of your application, you should assume you have not been successful, but we thank you for your interest in our company. 

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