Customer Service Assistant Manager

The UKs largest manufacturer of bridal jewellery is seeking a Customer Service Assistant Manager to join their team in Hatfield. They have been creating fine collections of handmade engagement rings, wedding rings, eternity rings and partnership jewellery since 1967. Today over 1,000 pieces of fine jewellery pass through their workshop every week. Each piece undergoes over 20 stages of development, with even the simplest rings passing through 12 pairs of hands in the 5 days it takes to make.

The team work with retail customers processing orders, repairs and enquiries within this busy and vibrant sales support department. You will only be dealing with business customers. This is a lovely modern office close to the main line station.

As the Customer Service Assistant Manager you will :

• Manage and mentor team members.
• Manage order processing, core product orders and repairs accurately and in line with their customer charter.
• Listen to calls and make process improvements.
• Deputise for the Head of Customer Service when needed.
• Handle escalated queries / complaints.
• Provide a positive customer experience through all communication channels.
• Use customer analytics resulting in intelligent business decisions and account management.
• Solve customer queries quickly and efficiently through a holistic customer view.

Liaise with the production team to priorit...