Customer Service Manager

We are an Italian, family run business, which manufactures specialist Italian cheese, meats and fresh pasta. We are leading importers and distributors of Italian foods, wines and provisions. We are a well established business, which delivers our products nationwide who are known throughout the wholesale, catering and restaurateur trade.

We are now looking for a Customer Service Manager to join our office-based team. We are looking for someone who has management experience who can train and lead 11 direct reports and oversee a busy telesales office environment.

This is a senior role, and we are looking for someone who has experience working in a customer service management role. Ideally you would have experience in the food retail industry and have Italian language skills.

The role will entail:

• Manage a fast paced customer-focused telephone and online service department.
• Manage the customer service team making sure we offer friendly, professional helpful and efficient advice.
• Manage the team ensuring all opportunities to upsell and offer product recommendations form part of their daily role.
• Regular team briefings: feeding information and product knowledge to the team. (Able to deliver both positive and negative feedback constructively)
• Make sure that we offer friendly, professional, helpful advice to customers and take ownership of queries and complaints
• Lead the team to achieve and surpass targets in key performance areas in terms of call handling, service levels.
• Review and continuously improve customer service approach and processes, to ensure that issues are being identified and resolved effectively and we provide customers with the highest level of service.
• Build and maintain effective relationships with internal and external colleagues and stakeholders, in a spirit of mutual co-operation and trust to achieve collective strategic priorities.
• Support the Customer relations manager assisting with improving the customer journey
• Work with and feed into marketing on campaigns, website updates

The Successful Applicant

About you:

• The ideal candidate will have people management experience.
• Ideally from a similar food retail type of environment or someone with an interest in Italian food products.
• Must be an excellent communicator - verbally and written
• People and customer-focused: demonstrating a natural desire to find solutions, help people and be positive even in challenging situations.
• IT savvy - be able to grasp systems and new technologies easily
• Ideally experienced in a head office customer service/telephone environment

What's on Offer
Details

· Starting rate would be £37k - £41k – base rate (dependant on experience)
& £4k Bonus - ( KPI annual bonus target ) Total up to £45k

· Hours 40 hrs per week

· Monday – Friday & Saturday morning (approx. 1 in every 3rd)

· 8.30am – 5.15pm

· Pension scheme

Car parking on site.

Job Types: Full-time, Permanent

Salary: £37,000.00-£45,000.00 per year

Benefits:

• Discounted or free food

Schedule:

• Day shift

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• Retail sales: 3 years (preferred)
• Customer Service: 4 years (preferred)
• Management: 4 years (required)

Language:

• Italian (required)

Work Location: In person