Ecommerce Customer Care Manager
Charlies is an independent, fast growing retail business offering over 90,000 different products for the home, garden and outdoors. Whilst the company has grown considerably, the passion and values it was founded on over 30 years ago have remained the same; we only sell products that w e ' d want to take home ourselves, and work very hard to ensure they are fantastic value for money.
We ' re on the hunt for a brilliant Customer Care Manager to join our Ecommerce team in the Welshpool head office. You ' ll be commercially minded and results obsessed, yet consistently put the customer at the heart of everything you do. F ull of ideas of how to better our service and with the drive to make it happen , you ' ll make sure each and every customer who makes contact with us receives the very best experience.
What you can expect to be doing:
- Leading the existing Customer Care team to deliver the very best customer experience . D eveloping new members of staff and coaching existing to ensure that Charlies always delivers the first class service it is well known for as well as keeping team morale high.
- Drive a culture where every team member takes ownership of their results, ensuring workloads are balanced and the team operates at peak efficiency throughout the year.
- Always looking for ways that we can improve the quality of our email, phone and live chat communication across all of our sales channels while hitting SLA targets
- Take personal ownership of customer escalations across the company, resolving complex issues directly and reducing the need for escalation to senior leadership.
- Own responsibility for our review collection across Trustpilot, Google and Amazon - including increasing the number of reviews we obtain as well as always maintaining the highest score possible
- Continuous improvement and operational efficiencies by suggesting and implementing new ways to level up our service and reduce friction points. This may include finding clever ways to use automation or AI tools to handle some of the simpler and heavy lifting, so the team can focus on first-class personal support.
- Effectively communicating with internal teams such as the buyers , as well as external suppliers such as couriers .
- Rota planning during busier periods to ensure appropriate levels of cover are in place, knowing when to ask for help from the wider team
What we'll need to see from you:
- Solid customer care experience
- Excellent communication skills and the ability build strong relationships with multiple internal and external stakeholders .
- You'll have second to none organisation skills but have experience of fast-paced, changeable environments where flexibility is key .
- A strong sense of initiative, a desire to challenge the status quo and a can-do attitude .
Additional information:
This is an exciting role in an expanding, well-established business that offers the opportunity for fantastic career progression.
- Full time working: Monday to Friday, 8.30am - 5.30pm (42.5 hours per week) .
- The role will be based at Charlies Head Office on the Offa's Dyke Business Park in Welshpool.
- Continued training, support and career development
- 20% staff discount available after probationary period (3 months)
For more information, or a confidential chat, please contact Becky Jones in Ecommerce - /