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Customer Service Manager

Burnley Permanent £35,000 - £35,000 per year View Job Description
We are currently looking for an experienced Customer Service Manager to lead a vibrant customer service department for a large reputable e-commerce retailer who specialises in the FMCG industry. The role will undertake a fresh approach on improving the customer experience both through online & physical shopping journeys, & will take responsibility for implementing new strategies to increase brand exposure, product placement & CSR levels.
  • Hybrid working with flexibility
  • Internal progression & scope for development opportunities

About Our Client

Our client is a leading online retailer specialising in the delivery & produce of commercial goods to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the FMCG & retail industry by blending high-quality offerings with an exceptional customer experience journey.

Job Description

Key responsibilities will consist of:

  • Supervise and support Retail Logistics Coordinators and Team Leaders.
  • Coach and develop the team to enhance performance and accountability.
  • Implement best practices to optimise retail logistics operations.
  • Track key performance indicators to drive customer satisfaction and continuous improvement.
  • Partner with cross-functional teams to address order processing challenges.
  • Evaluate operations and recommend enhancements for efficiency.
  • Serve as the Oracle ERP business lead for system improvements.
  • Experience in E-commerce system navigation.
  • Work with IT and operations to test and implement new solutions.
  • Deliver technical support and training to team members.
  • Identify and execute strategic initiatives to eliminate process inefficiencies.



The Successful Applicant

The successful candidate will consist of:

  • Exceptional leadership and motivational abilities.
  • Demonstrated success in leading teams within fast-paced operational environments.
  • Strong analytical and problem-solving capabilities.
  • Proven expertise in developing innovative solutions to enhance productivity.
  • Results-driven, with a focus on achieving team and company objectives.
  • Strong interpersonal skills, with the ability to influence and lead effectively.
  • Excellent written and verbal communication skills.
  • Highly collaborative, skilled in leading meetings and engaging with cross-functional teams.
  • Ability to set and manage multiple priorities while effectively delegating tasks.



What's on Offer

  • Basic starting salay of £35k + DOE.
  • Team performance-related bonus.
  • Pension contribution.
  • Product & in-store discounts.
  • Hybrid working with flexibility.
  • Free parking.
  • New & recently refurbished office environment.
  • Free days out & monthly reward incentives.
  • Free gym memberships & loyalty schemes.
Contact
Callum Crawford
Quote job ref
JN-092025-6825164
Phone number
+44 151 255 3754

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Retail
Location
Burnley
Contract type
Permanent
Consultant name
Callum Crawford
Consultant phone
+44 151 255 3754
Job reference
JN-092025-6825164