Job Description

Customer Service Manager

About us:

TLX Electrical Ltd are an established and growing family run reverse logistics business, based in Wellingborough, Northamptonshire.

Offering and end-to-end solution, we work with some of the largest supermarkets and retailers in the UK, collecting, inspecting, processing and re-selling unwanted, damaged & returned items through our own website and e-commerce platforms.

With a team of dedicated professionals, TLX has achieved remarkable growth in the last two years, and we are continuing to expand rapidly.

We are passionate about making a positive environmental impact, reducing waste and contributing towards a more sustainable, greener planet.

About the role:

We currently have a permanent position for an experienced Customer Service Manager to oversee and support our existing team, with the objective of achieving customer satisfaction every time.

The role will be key in delivering an excellent service and customer experience, optimising team performance and ensuring quality standards.

Key Responsibilities:

Effectively manage incoming calls and emails from customers regarding pre-purchase and post-purchase inquiries, ensuring the team are providing quality, prompt and timely responses at all times. Using our bespoke Stock Management System, oversee the update of repair lists, replacement orders and the coordination of dispatches to ensure efficient order fulfilment. Oversee the effective resolution of customer claims, ensuring return or replacement issues are resolved in accordance with company policies and procedures. Gain and utilise your product knowledge to offer expert advice and guidance to customer and the customer service team, ensuring the most suitable products are offered, based on their requirements. Prioritise and assign tasks to the customer service team to ensure an efficient operation. In conjunction with the Quality Manager, ensure all processes and procedures are relevant and up to date. Monitor and ensure established processes and procedures are consistently followed. Lead and mentor the Customer Service team, with a focus on continuous improvement. Enhance reporting metrics to gain actionable insights into operational performance.

Key Requirements:

Strong organisational, leadership and mentoring skills. Previous experience of e-commerce platforms such as eBay and Amazon. Excellent time management and the ability to prioritise workload. Demonstrate excellent verbal and written communication skills to effectively interact with customers and team member. Competent in using MS Office products. Ability to adapt to changing situations, confident in decision-making, and reliable in executing tasks.

Job Type:

Permanent, full-time.

Hours of Work:

08:00-17:00hrs Monday to Friday (42.5 hours per week).

In return we offer:

Competitive salary - 35,000 - 38,000 DOE. 20 days annual leave plus Bank holidays. Bike2Work scheme. Free on-site parking.
Job Types: Full-time, Permanent

Pay: 35,000.00-38,000.00 per year

Benefits:

Cycle to work scheme Free parking
Schedule:

Monday to Friday
Ability to commute/relocate:

Wellingborough NN8 2QG: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person