Ecommerce Customer Service Manager

You'll ensure our online B2C customers receive the highest level of service against agreed KPI's and with the aim of meeting or exceeding customer expectations in all forms of communication. You'll successfully manage the team and lead by example in promoting effective working practices and being a champion of change. You will be reporting into the Head of E-commerce and be part of an evolving team within an established business.

Ecommerce Customer Service Manager Responsibilities:

Technical Management:

• Can effectively balance the importance of customer satisfaction, with business objectives.
• Ensure that all customer contacts within the team are conducted in a professional manner and maintain our ethos of providing excellent customer service.
• To be fully involved in the daily operations and allocate the work load accordingly to ability, experience and knowledge within the department.
• Effectively use IT Systems for sales order processing/returns and amends in time for deliveries and to reduce key errors to the absolute minimum.
• To be aware of, assist colleagues and/or take over where necessary any problems, claims, delivery failures and see that they are correctly handled to everybody's satisfaction.
• Raise any pricing and website content issues for resolution with the Ecommerce Trading Manager and Content Manager.
• Feedback and collaborate to make improvements to the website to aid an improved customer experience and reduce the customer contact ratio.
• To be responsible for all customer complaints, acting as the escalation point for your team.
• Manage the activities of the team to ensure that all processes are followed correctly and that customers are provided with an accurate and timely response.
• Take calls as required during busy periods to help maintain overall team KPI's
• Develop and maintain close stakeholder relationships internally to help support the function.
• Identify and pre-empt customer issues, peaks in workload and propose resolution routes.
• Awareness of the Ecommerce campaign calendar and the impact it may have to the customer support team workload

Team Management:

• Manage the day to day running of the Customer Service department, currently comprising 5 Customer Service Advisors.
• Build effective relationships with Customers, Ecommerce, Marketing, Warehouse Team and QC, reviewing and implementing continuous improvement.
• Assist in hiring of new staff, recommend training courses where appropriate, conducting regular appraisals of the Customer Services Team, monitoring progress and ensuring training records are kept up-to-date. Carry out disciplinary procedures and dismissal, if necessary.
• To train all staff and co-ordinate training.
• Manage, coach and lead the team with regular ones to ones, support, feedback and motivation.
• To approve holiday requests, making sure periods away do not overlap comprising the efficiency of the Team.
• Delegates workload effectively and promotes objective setting and performance management within their team.

Ecommerce Customer Service Manager Requirements:

• This position is for an Experienced Ecommerce Customer Service Manager who has proven team management experience in customer services.
• The successful applicant will need to ensure our online B2C customers receive the highest level of service against agreed KPI's and meet or exceed customer expectations in all communication forms. Alongside this, a B2C e-commerce experience is essential.

Why work for us:

Portmeirion Group encompasses six high quality brands:

Portmeirion, Spode, Wax Lyrical, Royal Worcester, Pimpernel and Namb??.

We believe that our people are our greatest asset and the Group's success is directly related to the effectiveness of our people. We want people to join our team who are as passionate as we are about our six wonderful brands, our products, and our heritage and share the same values.

Together as one team we support each other on our journey to become the leading force in the global homewares sector by growing our six amazing brands.

Portmeirion are very proud of their Gold Investors in People accreditation which demonstrates their commitment in leading, supporting and improving their teams; they encourage, reward and embrace new ideas generated by their talented teams and believe that everyone can and should have the opportunity to reach their potential and make a difference.

Type: Full time, Permanent

Location: Trentham, Stoke-on-Trent, Staffs

Salary: GBPCompetitive

You may have experience of the following: eCommerce Customer Service, Customer Services Team Leader, Customer Services Supervisor, Customer Services Manager, Contact Centre Manager - Call Centre Manager, etc.

Ref: 98055