Customer Service Manager - Premium Retail

  • Location

    London, England

  • Sector:

    Luxury Retail, E-Commerce

  • Job type:


  • Salary:

    £28000 - £30000 per annum + bonus + benefits

  • Contact:

    C2 Recruitment

  • Contact email:


  • Job ref:


  • Published:

    7 months ago

  • Expiry date:


  • Startdate:


Customer Service Manager - Premium Retail


£28,000 - £30,000 + commission + bonus + benefits

One of the UK's leading independent wedding and gift list company is seeking to appoint a Customer Service Manager to join their team in central London.

The successful candidate will coach and lead our Online Wedding List team to offer customers an exceptional and personal service, thoroughly explaining the wedding gift list service we offer, aiming to convert registrations into active gift lists. They must also have a proven track record of managing team KPIs and be well presented and articulate, with the confidence to offer a luxury service and build relationships with clients.

Customer Service Manager - The Role:

Team Management

  • Ensuring team conversion rates are managed in line with targets
  • Ensuring Average Response Times through all channels are to a timely manner and high standard across the team
  • Coaching and training the Online Wedding List team and optimising performance to meet KPIs
  • Dealing with complaints which have been escalated by your team, involving investigating and solving customer problems which may be complex and long standing
  • Compiling reports outlining complaints escalated to management, the actions taken and suggestions for improvement
  • Working alongside the Head of Sales to develop the team and identify and tackle necessary areas of training and development

Customer Facing Responsibilities

  • Contact with customers via telephone and e-mail using The Wedding Shop tone of voice
  • Managing own client baseand proactively following up and converting new business
  • Using expert product knowledge to guide and advisecustomers through our 300+ brand offering to help them create the perfect wedding list
  • Stayingin touch with customers throughout their wedding to be on hand with advice and guidance at all stages
  • Assisting clients via our online chat function with any questions and queries they may have

Customer Service Manager - The Person:

  • The ability to lead, motivate and develop a team is essential
  • Strong experience within a customer facing team in a retail or e-commerce environment
  • Experience of monitoring or working towards KPIs is essential
  • A passion for homewares or interiors would be advantageous
  • Excellent verbal and written communication is essential

To find out more about this exciting opportunity send your CV to John Anderson - Managing Consultant at johnanderson@c2recruitment.com or call 01743 770 280 / 07931 211 258

This role is being handled by C2 Recruitment the leading specialist Retail, Hospitality and Leisure recruitment consultancy recruiting across the whole of the UK.

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