Customer Services Supervisor
Fortnum & Mason
London, UK
1d ago

Located in the heart of Piccadilly in our beautiful flagship store. This central London location, offers so much to explore including restaurants, bars, cultural sites, shopping and more, and only a short walk from the Green Park Tube Station and plenty of bus stops.

  • The purpose of your role is to deal with customer enquiries through a range of channels that relate to products, processing orders and dealing with customer feedback;
  • ensuring continuity in customer experience throughout the business. Monitoring and analysis of customer feedback and reporting this information to senior management.

    You will offer the highest level of service to our internal and external customers providing them with a great brand experience, basics brilliantly and right first time.

    Key Accountabilities :

  • Responsible for daily supervision of the team, ensuring you are the first point of contact for support and escalations.
  • Show initiative and ownership for both customer enquiries and team management.
  • Responding to customer enquiries via all channels in a timely manner. Ensuring all daily tasks for the department are allocated and completed.
  • Support with the preparation, recruitment and training of new starters in the department.
  • Flag potential issues which are reported by advisors and customers and may have further impact on the brand or other customers.
  • Proactively drive the Department by sharing and implementing ways to improve processes.
  • Complete all administration accurately and to the highest quality.
  • Support the Customer Service Manager and Assistant Manager to ensure all teams deliver as expected through all channels.
  • Analysis and feedback to the senior management group and the rest of the business regarding customer feedback.
  • Supporting Christmas seasonal recruits and the core team, reporting back on daily duties.
  • Support the team during times of absence and holidays.
  • We expect the successful candidate to have the following skills and experience :

  • Experience in a similar customer relations role
  • Excellent interpersonal and communication skills
  • Experience of collating and analysing data.
  • A passion for our brand
  • Equivalent combination of experience and / or education from which comparable knowledge, skills and abilities have been achieved
  • Excellent telephone manner
  • Strong customer service focus
  • Planning and organisation skills
  • Attention to detail
  • Great Microsoft Office skills
  • A competitive salary
  • A generous store and restaurant discount of up to 40%
  • 28 days holidays pro rata (inc. bank holidays) and an extra day off for your birthday
  • A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
  • A range of opportunities to develop and grow personally and professionally
  • Excellent pension scheme
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