Excellent opportunity for an experienced and passionate Customer Support Manager to join a dynamic team at this heritage British Lighting Designer and Manufacturer founded in the 1930s.
Customer Support Manager – Leading Decorative British Lighting Design and Manufacturer
Nr. Portsmouth (with home & flexi working)
Up to £40,000
Plus Perks & Benefits
Who we are:
For over 85 years, British brand Anglepoise has produced an incomparable series of practical lighting ideally suited for both commercial and domestic interiors. From the creation of the iconic Original 1227™ desk lamp to the development of extended collections by esteemed industrial designer Sir Kenneth Grange, to recent collaborations with fashion designers Paul Smith and Margaret Howell, design integrity remains at the heart of this progressive British brand. Today, Anglepoise lamps can be found in homes, offices, restaurants, bars, and hotels around the world.
Our aspiration is to create a great place to work-culture, where our people come first, and we are committed to diversity, equality, inclusion, flexibility and individualisation.
As Customer Support Manager you will have responsibility for leading and managing a team of six Customer Support Administrators, whilst continuously improving delivery of customer and sales support, including processing order fulfilment for our UK and international customers. Reporting to the Head of Customer Experience.
+ Leading and Managing customer and sales support, including processing order fulfilment for both B2B and B2C customers, with the goal of delighting them
+ Leading the Customer Support team of six people in line with our customer experience framework to ensure all customer requirements are achieved with high levels of customer satisfaction.
+ Lead and be a champion for continuous improvement in all aspects of Customer Support on our journey to excellence
+ Professionally and positively make and answer customer calls to meet their requirements
+ Expand, develop, and support relationships with designated customers
+ Ensure all customer enquiry channels (phone, chat & email) are sufficiently resourced
+ Be commercially focussed, have appropriate business development and sales skills
+ Ensure that all sales are using agreed profit margin and contract terms
+ Lead and organise logistics for completing order fulfilment
+ Develop and maintain a good understanding of our product range, with the goal of being a team of product experts to best support customer enquiries
+ Compile, analyse and report on relevant sales figures to the leadership team
Leadership and Project Management Responsibilities:
+ Responsible for managing customer experience projects
+ Establishes project specific goals, communicates them effectively to all project stakeholders, and devises strategies in order to meet them effectively and efficiently
+ Creates and executes appropriate project work plans and revises them as required to meet changing needs and requirements
+ Identifies resources required and assigns individual responsibilities
+ Manages day-to-day operational aspects of a project and scope
+ Inspires team to attain goals and pursue excellence
+ Keep track of lessons learned and shares those lessons with team members for continuous improvement
We are looking for someone who’s passionate about delighting customers and strives to deliver customer experience excellence. You will have:
+ 5+ years relevant experience of leading/managing customer and sales support
+ Ideally appropriate Customer Experience/Support training and qualifications
+ A positive and professional attitude and love working with people in a team environment
+ Excellent ability with Outlook and ideally Sage 200 and Zendesk
+ An all-encompassing desire to roll up your sleeves and get the job done
+ Highly motivated, self-starter with a hands on attitude
+ Excellent communication skills
+ Committed to personal and professional growth
+ Set high standards of performance
+ Follow through with commitments and foster mutual trust with colleagues
+ Flexible working (on 37.5)
+ Flexi-time and home working
+ Pensions 3%; 25 days paid leave (+8 Bank Hols)
+ 70% staff discount
+ Service awards after 5 years; paid community day each year (for charitable working)
Interested? Apply here for a fast-track path to the Hiring Manager.
Your Experience / Background / Previous Roles May Include:
Customer Support Manager, Customer Service Manager, Customer Experience Manager, Sales Support Manager.
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.