Customer Service Manager (Wine Jobs: Management & Administration)

Full Time

  Jascots Wine Merchants

  London, England

We are famous for our award winning customer service, a hard won reputation that owes much to our fantastic customer service and sales support team. As the Customer Service Manager, you will lead this team, sitting at the centre of our day to day operations ensuring that we are able to fulfil our promises to our customers. The customer services team is responsible for proactively providing clear and useful information to clients, accurately fulfilling orders and supporting the sales team to grow our business. We care about our clients and we want to make a difference the Customer Services Manager plays a vital role in our mission.

You will report to Director P3 and lead a team of three customer service executives who fulfil client needs and assist in supporting our sales team. You will work in close partnership with the transport and warehouse teams, collaborating with their managers to ensure successful outcomes. You will be a member of our Management Committee.

The job is far from routine and due to the nature of our growing business every day is different. Key responsibilities include:

  • Lead and inspire the customer service team
  • Maintain best in class customer service – maintain/improve our “net promoter score”
  • Support the sales team in adding value to our clients’ businesses
  • Complete objectives to achieve financial year targets
  • Create opportunities for us to deliver more value to our clients through customer service
  • Optimise efficiency and efficacy
  • Collaborate with other managers to refine and improve processes
  • Coach and appraise CS&SS team members

Required knowledge, skills and competencies:

  • Passion for great service
  • Excellent organisation and administrative skills
  • Strong IT skills with a minimum of two years’ experience operating a Customer Relationship Management software tool.
  • Microsoft Office applications
  • Management Experience
  • Excellent Communication Skills

This is a fantastic opportunity for you to join our award-winning company specialising in supplying exceptional wine to the UK on-trade. Our team is friendly, knowledgeable and resourceful; they can solve almost any challenge presented to them by our customers.

Other benefits include:

  • 23 days’ holiday entitlement that increases with service to 26 days.
  • Stakeholder pension scheme.
  • Discounts on our great range of wines.
  • Funded or part funded professional development courses.

Jascots Wine Merchants Limited is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

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