Customer Service Manager

Job Description

Westland Horticulture is a renowned international FMCG company with operations across the UK and Europe. Known for our significant growth and commitment to sustainable innovation and excellence, Westland is at the forefront of the gardening and horticulture industry.

As a forward-thinking market leader, we are dedicated to environmental responsibility while delivering top-quality products to our customers. We take pride in shaping the future of our industry.

We are currently seeking a dynamic and experienced Customer Service Manager to lead and manage our team of Customer Service Advisors who handle queries from end consumers. This role involves overseeing daily operations, managing escalations, and driving continuous improvements in our customer service processes.

The Role:

Provide leadership and direction to the Customer Service team, fostering a positive and productive work environment.
Conduct regular one to one’s and provide ongoing training and development opportunities.
Exhibit a customer-first attitude and set a high standard for customer service within the team.
Ensure that all interactions with end consumers are handled professionally and efficiently.
Collaborate with other departments to address and resolve consumer issues.
Drive improvements based on feedback and trends identified from consumer interactions.
Act as the second level of escalation for complex consumer queries and complaints.
Work closely with the team to resolve issues and ensure customer satisfaction.
Prepare and deliver monthly reports on the volume and nature of contacts received by the Customer Service team.
Highlight trends, voucher spending, and key issues to senior management.
Oversee the procurement, management, and reporting of voucher usage by the Customer Service team.
Ensure vouchers are used effectively to resolve consumer issues.
Monitor and manage reviews from end consumers on platforms such as Trustpilot.
Respond to reviews and use feedback to drive service improvements.

The Person:

A minimum of 3 years proven experience in a customer service management role within a similar environment.
Previous experience leading a Customer Service team across multiple contact channels such as phone, email, and social media.
Strong IT skills, proficient user of Microsoft Office, and good overall IT knowledge.
Knowledge of customer management systems such as Freshdesk and telephone systems like Nimbus Teams.
Excellent communication and interpersonal skills with the ability to interact with a wide range of people.
Proven problem-solving skills, initiative, and enthusiasm with a desire to get things done.
Ability to handle complex queries and complaints effectively.
Ability to continually assess and improve the quality and effectiveness of customer service team activities.
Demonstrate a strong work ethic and a conscientious nature.

If you are passionate about delivering exceptional customer service, we would love to hear from you. Please forward your updated CV to

[email protected],

outlining how you meet the above criteria. Join us in shaping the future of the gardening and horticulture industry!