Come In We're Hiring - Job post

Job Opportunity – Customer Service and Office Manager

POSITION CLOSED: 6th September

Job Title: Customer Service Manager
Reports to: Managing Director
Location: Based in Bristol,  with occasional national travel

 

Overview:

We are an independent kitchen design, manufacture and installation company based in Bristol and working throughout the UK.  Our mission is to inspire a sustainable lifestyle. 

As part of our development plans, we are looking for an enthusiastic Customer Service & Office Manager to be our prime contact for potential, current and previous customers.  The successful candidate will be responsible for all client contacts and ensuring high standards of service at all stages from initial contact through to client after care.

This is a very exciting opportunity for a self-starter to join a small company with big ambitions.  You will work alongside a highly motivated team with a passion for quality . Your goal will be to provide outstanding customer service to our clients by responding to all customer enquiries, tracking outstanding sales leads, developing and implementing effective customer service procedures, incentivising referrals from previous clients, and measuring customer satisfaction and supporting the team and client throughout their journey. 

The ideal candidate will have proven experience in a customer service position responding to homeowners and will have excellent verbal and written communication skills. 

Key responsibilities:

Customer response

  • Communicate courteously with customers by telephone, email, letter and face-to-face as required
  • Address customer issues quickly, calmly and confidently 
  • Respond to all Chatbot enquiries when they arise
  • Support marketing to respond to social media enquiries
  • Communicate courteously with customers by telephone, email, letter and face-to-face as required
  • Investigate and resolve customers’ concerns 
  • Handle customer queries that may arise due to changes in arrangements, such as installation delays
  • Provide referral rewards to customers who successfully refer new customers
  • Liaise with accounts to issue invoices, refunds or compensation customers when necessary
  • Book in consultations, confirming these with customers and managing the diaries of designers as well as other staff members.
  • Attend and feedback in internal meetings where appropriate
  • Improve customer service procedures, policies and standards

Sales tracking 

  • Maintain and update daily the status of all qualified leads
  • Review regularly the probability of success for all outstanding enquiries
  • Track the conversion success and customer satisfaction rates for individual designers 
  • Experience with Hubspot CRM would be hugely beneficial

Documentation

  • Develop and maintain standard documentation for all responses to customers
  • Send out written information for customers, such as guarantees  & agreements
  • Maintain accurate records and document all customer service discussions
  • Prepare customer satisfaction statistics and review all responses

Team support

  • Review with all teams possible improvements to customer service
  • Assist all staff to deliver a high standard of customer service
  • Support team training on the handling of customer service issues
  • Support the team and MD with business operations. 

Personal qualities:

This is a dynamic role.  As a key member of a small, growing company, you will demonstrate:

  • Outstanding written and verbal communication skills
  • Cultural and organisational awareness
  • Excellent people and relationship skills
  • A team player, happy to assist others both in the team and across departments.
  • A passion for continuous improvement in product, services and systems 
  • Proficiency in Microsoft Office, Google systems and customer service software. Knowledge of HubSpot would be an advantage
  • Extremely organised and adaptable with the ability to multitask

Desirables

  • A strong interest in and knowledge of kitchens and interior design 
  • A passion for quality and environmental responsibility 
  • Project management skills would be beneficial
  • HR experience would be beneficial. 

 

Systems experience

A good working knowledge of some or all of the following cloud-based systems would be an advantage:

  • CRM Systems – HubSpot
  • Task Management Systems – Asana
  • Time Scheduling Systems – Teamweek (could be replaced by ERP or MRP system)
  • Time Tracking Software – Harvest
  • Cloud Filling – Google Drive & Dropbox 
  • Performance Management System 15/5

KPIs:

  • Your primary KPI is Customer Satisfaction
  • Subsidiary KPIs include Referrals % and Speed of response to enquiries

 

Remuneration:

Salary :       £22,000 – £30,000 depending on experience

Holidays:   22 days + statutory holidays, rising with length of service
Pension:    Employer contribution of 3% of salary
Contract:   Full time, or part-time depending on the candidate, for at least 3 days per week.

To Apply:

Email Jobs@sustainablekitchens.co.uk with your CV and a cover letter about why you’d like to work for Sustainable Kitchens. Please note applications without a covering letter will not be considered.

Issue date: 6th September 2019
Deadline:  Ongoing
Interviews: On-going by application – ASAP
Start Date: ASAP

"The design, service and finish has been to the best standard I could ask or wish for."