Customer Services Manager

We are passionate about what we do and we are looking for an experienced and enthusiastic Customer Services Manager to join our growing family to support the Company in its continued growth and success. As our online retail business grows, the importance of providing excellent service is paramount and this unique opportunity is perfect for someone with great attention to detail who takes great pride in their role. The successful candidate will have a passion for providing good service to customers, with the ambition to solve any problem and handle any complaint effectively, whilst promoting that understanding with enthusiasm to their team.

The role involves:

  • - Consistently striving to improve customer service by studying, evaluating, and re-designing processes
  • - Reviewing, developing and maintaining appropriate feedback and complaints procedures
  • - Analysing data and producing management reports that can be used as part of the continuous development and improvement of what we do
  • - Managing any relevant budgets and ensuring the Company receives value for money for any expenditure
  • - Monitoring all customer feedback platforms to ensure a response can be issued in a timely and appropriate manner
  • - Resolving disputes amicably, on all of our online selling platforms
  • - Contacting customers who have had a negative experience to resolve their query and make it a positive one
  • - Ensuring any delays or problems with customers' orders are communicated efficiently and professionally
  • - Striving to achieve a 100% positive feedback rating on all websites
  • - Promoting a positive and professional environment to your team
  • - Planning and organising the structure of the working day to suit the business requirements
  • - Effectively managing the customer services team, including recruiting & selecting, training and where necessary disciplining employees

The role holder must:

  • - Have proven experience in a Customer Services Supervisory or Management role
  • - Have proven experience in developing and implementing customer service strategies
  • - Have good experience analysing data and producing relevant management reports
  • - Have excellent communication skills, spoken and written
  • - Have excellent attention to detail
  • - Have excellent problem solving skills
  • - Have excellent time management and organisational skills
  • - Be able to make effective and commercially relevant decisions
  • - Be able to work under pressure and to specific time frames
  • - Be qualified to at least A-level in a relevant field

Specific terms

Hours of work: 9:00am - 6:00pm
Days of work: 5 days out of 7 (including some weekends)
Benefits: Generous holiday loyalty scheme

If you feel that you are the right candidate for this role then please contact send us your CV and covering letter to:

Please note: As you can imagine we receive a high volume of interest in our advertised roles so please bare with us while we review and respond to you. If you have not had a response within 3 weeks, please assume that your application has not been successful. It is a requirement that you have the legal right to work in the UK and you will be asked to provide us with the relevant paperwork to demonstrate this.

Destiny Entertainments Ltd. do not accept introductions/CVs from headhunters, agencies or suppliers that have not signed a formal agreement. Therefore, any CV received from an unapproved supplier will be considered unsolicited, and the company will not be obligated to pay a referral fee.

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