Customer Services Manager

Vacancy posted: Wednesday, 19 October 2016

Salary: úCompetitive Package
Location: Glasgow

Wholesale Domestic urgently requires a management level candidate to join their customer services team to support the growth of the business. The role will strengthen our well established customer offering by seeking to improve response times, communication channels and available information. As the business grows there is a need to continually look at improving our customer facing teams and offerings. Their aim is to provide excellent customer service and to promote this idea throughout the organisation.

Job Role

Staff Management

  • Leading a team of 10 plus customer service agents through communications with customers in store, telephone, emails and live chat;
  • To ensure cover exists for all jobs at all times, particularly during holidays and sickness. To approve holiday request making sure periods away do not overlap compromising the efficiency of the department;
  • To be fully involved in the daily operations and allocate the work load accordingly to ability, experience and knowledge within the department;
  • To train all staff and co-ordinate training throughout the department ensuring the same procedures and systems are used by all.

Inbound Customer Services

  • Managing the recording and documentation of all inbound customer services enquiries:
  • Ensuring all enquiries are dealt with in an accurate and timely manner by the team and that the resolution given is correct for the situation in hand;
  • Maintaining excellent levels of customer communication throughout the resolution of any issue;
  • Reviewing existing processes and technology used against previous experience and other documented or available tools or practices;
  • To provide a professional first line communication channel between the business and its’ customers;

Inbound Sales Queries

  • Ensuring that all inbound sales queries are handled efficiently with the appropriate focus on conversion and upselling when dealing with such calls;
  • Liaising with other members of the management team on stock availability and product offerings;
  • Working to targets in sales figures as part of an overall sales team;

 Outbound Sales Conversion

  • Formalising a process for contacting customers who have already engaged with the business to try and ease conversion and answer any queries;
  • Ensuring conversion levels are high through appropriate times of the sales cycle with the potential use of special offers or pricing;
  • Working to targets in sales figures as part of an overall sales team;

Trade Account Management

  • Assist in establishing a process to better manage our trade customers and communicate with them effectively;
  • Assisting in creating a process to reach out to potential new trade customers whilst attempting to win their business and make them part of our trade scheme;
  • Ensure that all trade customers have an excellent level of service which rewards loyalty to the business.

Person Specification

Skills and Competencies

  • Having a friendly and engaging personality;
  • Comfortable working with members of the team and taking ownership;
  • Should have a very confident manner;
  • Excellent Telephone and email manner;
  • Must be helpful and polite;
  • Excellent IT skills sought;
  • Knowledge of SAGE beneficial but not required;
  • Experience of other customer service environments, tools and technologies;
  • Numerate and commercially aware

What’s in it for you

This is a great opportunity to become part of a growing team within a long standing family business. In return you will be rewarded with:

  • Competitive annual salary
  • 28 days annual leave
  • Excellent Working Conditions
  • Full on the job training
  • Access to company pension scheme

About Wholesale Domestic Equipment Limited

In 1963, Wholesale Domestic opened the doors for the first time and set about providing the people of Britain with an unparalleled choice of bathroom products at the best value prices.

50 years on, Wholesale Domestic has built on the early ideals of choice, value and style by continually seeking out the most stylish, and in many cases exclusive, products from all around the world and showcasing them in our flagship bathroom superstore in Hillington.

A new chapter in the history of Wholesale Domestic was written with the option of shopping from the comfort of your own home at our website. Everything from full bathroom packages to shower enclosures, towel rails to taps is now available online with delivery throughout the UK and Ireland.


s1 says:

This job has been on the site for more than a week so it may be removed soon. Get your application in now before you're too late!Apply now
Home  ›  Jobs  ›  Customer Services  ›  Glasgow

Get email alerts
for similar jobs!

Add alert

Your email is already registered, simply enter your password to set up your alert

Incorrect password, please try again.

Forgotten Password

People who applied for this also applied for...

You have 0 shortlistedApply for all Clear shortlist