Customer Service Manager - Harpenden

Argos is a unique retailer recognised for choice, value and convenience. It sells general merchandise and products for the home from over 670 stores throughout the UK and Republic of Ireland.  In the last financial year, this retailer's sales topped £3.8 billion. This year their goal is to become the number one choice retailer for general merchandise, and be a company that's famous for its fun atmosphere and superior customer care.

Argos is part of the Home Retail Group, one of the UK's pre-eminent retail groups. They serve over 130 million customers a year through its stores and takes four million customer orders either online or over the phone. On average, 17 million UK households, or around two thirds of the population, have Argos catalogue's at home at any time. Its internet site is the second most visited internet retail site in the UK. 

Very much the public face of their business, there is an Argos store within 10 miles of 95% of the UK population. A fact they are extremely proud of, as it underlines their success of their customer-focused approach to retailing.

They've always been dedicated to providing their customers with the best range of goods at the most competitive prices. Not to mention the most convenient shopping experience. This has meant they have continually evolved to improve and widen the range of services they offer. From front of store concepts, like their quick-pay kiosks, to technological innovations, such as their 'click & collect' and 'text & take home' facilities that allow customers to easily reserve goods online or by mobile, they have never been ones to rest on their laurels.

But whatever they do, they realise that they can only be as good as their people. They're the real secret to Argos's success. The ones who deliver the outstanding customer service that makes Argos more than just another shop, and keep the customers coming back for more, time and time again.

THE ROLE

The role of a customer service manager is all about developing a culture within the store that ensures the customer is at the heart of everything they do. That means minimising queues by opening extra check-outs and engaging with customers to inform them about conveniences such as kiosks and stock checkers. Equally important is the management of your team to ensure they are as passionate about the customer journey as you are, acting on customer feedback and improving communication between departments is key to this as is training and developing the store teams. In this role you will have a key opportunity to turn any negative situations into positives and ensure customers leave the store wanting to come back and shop with us again. Your remit also includes ensuring a safe environment and providing cover to the management team when required. It's a great opportunity to run the shop floor and your main focus will be to bring all the elements together that ensure a great running store with the team in perfect harmony. Combine this with the everyday challenges you'll face and we're pretty confident that you'll never find boredom an option.

KEY RESPONSIBILITIES

• Responsible for the ownership and management of the sales floor to ensure great and consistent customer experience
• The effective management of customer advisors; including recruitment, performance management, learning and development
• Responsible for the deployment of customer facing colleagues through the effective use of staff planner scheduling in line with agreed budgets
• Responsible for driving a sales culture within the store
• Ensuring a safe environment and providing cover to the management team
• Professionally handling customer complaints to a positive outcome
• Discuss individuals training needs with team members and, working with the management team, implement training plans to develop a fully skilled and flexible team
• Review customer feedback and suggest improvements to processes and service levels
• Provide support to the team when faced with challenging customers and respond to requests/complaints
• Promote convenience services to customers e.g. Kiosks, Stock Checkers and Check and Reserve and encourage usage
• Maintain and constantly review the Call Forward system
• Effectively manage the kiosk operation in store
• Take action on store processes where the customer journey is affected

IDEAL CANDIDATE

• You will be extremely customer focused
• Excel through teamwork
• Have an enthusiastic and energetic approach to work
• Will take ownership and make things happen fast
• Able to plan and prioritise having the ability to get through your work load each week
• Have a flair for great service and leading by example in a customer focused unit
• Logical, passionate and determined in your approach
• Good people management skills
• Passion for improving the customer journey