We are regarded as the trusted decorating and DIY retail brand in London, selling paint, tools, plumbing, electrical & woodwork materials throughout our 30 stores. As part of the Grafton Group we have the stability and support of a leader in the field of Building Materials & DIY Retail.
Exceptional customer service continues to be the most important pillar to our ongoing success and growth. The Customer Service Manager is a newly created role to setup a centralised Customer Service operation while creating a strategy to support our Business Development team with maintaining key relationships and reach potential new customers.
With 1 direct report initially the business is looking forward to supporting the setup of this key department.
Manage customer telephone calls and emails, logging and managing queries, complaints, compliments and everything in between!
Take ownership of customer queries from web orders
Support the Business Development Team to research new customer opportunities and customer contact information
Support Business Development Team on maintaining relationship & communication with Key Account Customers
Monitor, review and respond to customer feedback on social media and other review platforms
Work with the Credit Control team in resolving Account Customer queries
Provide monthly report to Board on customer service feedback and ratings
What Skills & Experience will you need to have?
Previous experience as a Customer Service Manager in a fast paced, multi channel contact environment
Lots of initiative to create and implement a framework and strategy, and always looking to evolve and improve systems and processes
Happy to be hands on with customer queries
Ability to influence stakeholders and build great relationships
How will we reward you?
We have an excellent benefits package on offer:
Annual bonus opportunity of upto 7.5%
30 days holiday a year, increasing with service
Up to 20% discount in Leyland SDM, plus discount across other Grafton Group brands
Pension with competitive contributions
Health Cashplan – claim money back on everyday healthcare needs and treatments (Dental, physio, prescriptions to name a few)
Share saving scheme into our parent company, the Grafton Group
Company sick pay
Cycle2work scheme coming soon
100’s of retail discounts available through our flexible benefits portal