Customer Service Assistant Manager

About the role:

We're on the lookout for an experience Customer Service Assistant Manager to join our busy Customer Care department as they respond to customer queries over the phone, via email and Live Chat .

Reporting to our Sales and Customer Service Managers, you'll play a vital role is supporting the team, ensuring our customers are responded to as quickly as possible and given the best experience.

The role, including but not limited to:

• To oversee department processes, ensuring they are maintained to the highest standard
• Maintain customer service KPIs within the team
• Collaborate with other departments, feeding back customer issues to ensure prompt resolution
• Handling escalations, complaints and claims in an efficient and professional manner
• Supporting a team of customer service advisors, monitoring their performance

Experience needed:

• Ideally you'll have at least a years' experience in a similar role as a team leader or supervisor, managing/overseeing a team.
• A true "people" person with great engagement skills
• Confidence with handling escalations, able to make quick and informed decisions to solve problems.
• Strong communication skills, both written and verbal.

What's in it for you:

• Performance bonuses
• Summer and Christmas parties
• Social and charity events throughout the year
• Bike to work scheme
• Excellent work life balance
• Discounted sports equipment
• To be a part of a fast-growing, family business
• Huge new office/warehouse coming 2022
• The opportunity to grow your team

Additional Details

Hours: 37.5 hours per week across the following shifts:

Monday - Friday: 6.00am - 2.30pm, 9.00am - 5.30pm, 3.30pm - 12.00am

Saturday - Sunday: 9.00am - 5.00pm

This role is based in our office in Wrexham, full-time. Remote working is not available. We require an immediate start, so applicants must be able to reliably commute to Wrexham Industrial Estate.