Reporting to: Head of Aftercare and Contracts

Office location: Bridgwater, Somerset

Hybrid: Full time in the office until probation is passed – then Hybrid, 3 days in the office in Bridgwater and 2 days at home – flexibility is a must depending on business needs.

Working Hours: Monday to Friday 37.5 hours per week (between 8am – 5pm)

Fixed term contract: Full time – 14-months Maternity Cover

Start Date: Approx. October/November 2024 – We would like this role to start asap, to allow a crossover and a handover with the existing Manager, before she goes on Mat Leave around January 2025 time.

Salary: £33,000pa + enhanced benefits (see below).

A little about our client’s business: Our client is a well-established British Retail Manufacturing business who provides high quality products, fittings, and accessories across the globe. Due to maternity leave they are seeking a talented individual who would like to take up the reins! They would ideally like someone to start as soon as possible and to shadow the current manager before she leaves in January 2025. This is such a lovely company to work for, they really do care about their staff’s wellbeing in the workplace

The Contracts Customer Care Manager plays a critical role managing a team of Customer Care Advisors in the Contracts and Estimating departments, who in turn will maintain and develop the sales of products, handle all administrative and service aspects of the ordering cycle for the Specifications channel, and manage all aspects of the price administration to support the UK Market.

You will drive efficiency through leadership, process reviews and continual improvement to keep the department running in a professional and positive way, to achieve and exceed department’s KPIs, and increase customer satisfaction, loyalty and expectations.

As part of the Management team within the Customer Care department, the role also includes providing general support to the Retail Customer Care Manager, as well as deputising for the Head of Aftercare & Contracts.

Specific role responsibilities:

• Recruit, coach, mentor and develop Customer Care Advisors and nurture an environment where they can excel through encouragement and empowerment
• Carry out monthly 1:1s, mid-year and yearly appraisals.
• Set clear goals and deploy strategies focused towards these goals.
• Work closely with the Directors of Sales, to maintain and develop sales of VADO products to UK Specification accounts.
• Manage the pricing and quotations/campaigns cycle for the Retail, Specification and Export Markets
• Develop, adapt and review our service procedures and processes to improve the department’s efficiency
• Engage and lead projects to constantly improve ways of working.
• Manage invoice query analysis, work with Finance/Customer Care to build action plans to achieve first time invoicing rate
• Accurately report and analyse on agreed KPIs to both Management and the Contracts Customer Care team.
• Undertake root cause analysis and eliminate costs caused through inaccurate performance.
• Ensure company processes are kept up to date specifically linked to both our Terms & Conditions and our customers’ contract agreements.
• Complaint management and escalations
• Implement and manage improvements to enhance the customer journey and the customer experience.
• Learn and adhere to all Company procedures and requirements
• Deputise for Head of Aftercare & Contracts team as and when required.

Skills & Experience:

• Proven experience in a Customer Support Management role
• Positive attitude with an enthusiastic passion to lead your team.
• Ability to lead by example and maintain high standards.
• Ability to work tactfully and diplomatically when dealing with difficult situations.

Benefits:

In exchange for your hard work, you will receive:

• Salary of £33k
• Generous holiday allowance (25 days + public holidays) – with the option to buy up to 3 more days per holiday year!
• Share Save Scheme
• Free Employee Assistance Program (with 24-hour support)
• Generous employer pension contributions
• Discounted gym membership
• Cycle To work scheme.

Riverside Recruitment are acting as an employment agency in relation to this vacancy.