Customer Service Manager

Position Description

We are seeking an experienced and highly motivated Customer Service Manager to oversee our customer support operations in both wholesale and B2Cchannels. The ideal candidate will lead a team of customer service representatives, ensuring a seamless experience for our wholesale clients and direct-to-consumer customers. This role demands excellent leadership, communication, and problem-solving skills, as well as the ability to develop strategies that enhance customer satisfaction and support business growth.

About Us

At Pour Moi, the passion and ambition of our people has been shaping who we are for almost 18 years now. From when we sold our very first bra way back in 2005, to today when we sell one approximately every 30 seconds, passion and playfulness is at the heart of everything we do.

Our Mission: to make our customers feel confident and sexy in their own skin, by delivering a wardrobe full of fun, fizz and feel-good vibes. With an uplifting personality weaved into every garment, we’ll take care of the fashion, you just feel your fabulous!

What you’ll be Doing.

Main responsibilities…

• Overall responsibility for the development, performance, and maintenance of the customer service activity within the organisation.
• Lead the team to deliver exceptional customer experiences, ensuring brand values and tone, are always adhered to in all customer interactions.
• Review and continuously improve customer service approach and processes, with a goal to streamline these and enable the team to focus more on relationship building.
• Ensure the necessary resources and tools are available for quality customer service delivery
• Build strong relationships across departments and provide feedback to management on all areas of improvements
• HR duties such as 121s, performance management and holiday requests
• Effective reporting on customer service contacts for evaluating the performance and identifying areas for improvement. By regularly assessing customer interactions.

SKILLS/EXPERIENCE

• Experience of leading a team in offering an excellent, customer-focused service in both B2C and B2B Environment in a product led industry
• Have a natural customer focus and is a champion for the customer.
• Be able to resolve issues related to product availability, pricing, order processing, and shipping for wholesale customers. Excellent communicator demonstrating a natural desire to find solutions, help people and be positive even in challenging situations.
• Organised and efficient with your time, able to self-manage whilst being comfortable asking for help or guidance when you need it.
• Experience of implementing digital services to improve the customer experience

In Return We Offer Excellent Benefits Including..

· A competitive salary

· A warm, friendly team environment

· 25 days holiday per annum (plus bank holidays)

· Annual bonus scheme

· Exclusive discounts

· Flexible working

If you are looking to inspire others, achieve brilliant results, love to work in a strong team culture, are resilient and have a strong vision - then Pour Moi is right for you!

Job Types: Full-time, Permanent

Job Types: Full-time, Permanent

Pay: £30,000.00-£35,000.00 per year

Additional pay:

• Bonus scheme

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Health & wellbeing programme
• On-site parking
• Sick pay

Schedule:

• Day shift
• Monday to Friday

Experience:

• Management: 2 years (required)
• Customer Service: 3 years (required)