We are regarded as the trusted decorating and DIY retail brand in London, selling paint, tools, plumbing, electrical and woodwork materials throughout our 32 stores. As part of the Grafton Group we have the stability and support of a leader in the field of Building Materials and 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 one direct report initially, the business is looking forward to supporting the setup of this key department.
As the Customer Service Manager you will:
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 and 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 and Experience will you need to have?
Previous experience as a Customer Service Manager in a fast paced, multi channel 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?
As well as a competitive salary of up to £35,000, we have an excellent benefits package on offer:
Annual bonus opportunity
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