Assistant Manager - Copthorne

RETAIL CUSTOMER SERVICE MANAGER - PERMANENT

£20,000 - £24,000 per annum

JOB 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
• 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

OUR CLIENT

Our client is one of the most successful blue chip retail companies in the UK, a market leader in their field they are focused on and committed to driving the impressive growth they have achieved to date by investing in their employees. They have a strong commitment to training and developing their staff and where possible seek to promote from within and offer fantastic opportunities for future progression allowing individuals to forge successful careers.

Our client is a unique retailer recognised for choice, value and convenience. It sells general merchandise and products for the home from over 600 stores throughout the UK and Republic of Ireland. There customer-focused approach combines convenience and competitive pricing with innovation.

This role is being handled by McCarthy Recruitment, award winning specialist retail recruitment consultancy covering the whole of the UK. McCarthy is like no other recruitment agency you will have worked with, our difference is our commitment to providing a professional and personalized recruitment service of the highest quality.

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