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Business Support Manager

  • Location: Hessle, Hull
  • Salary: £30,000 - £32,000 PA

Click here to apply

We are one of the UK's leading online bathroom retailers, headquartered in Hessle, East Yorkshire supplying quality bathrooms to consumers and trade customers alike. Founded in 2001, and recently acquired by Endless LLP we have since gone on to become one of the UK's most successful pureplay retailers.

The Role

This role is working as an integral part of the Customer Excellence Management team. You will manage the Business Support team of 3 specialist roles, leading, developing, coaching, motivating and inspiring the colleagues to encompass the VictoriaPlum.com values in order to achieve the highest levels of customer service.

Key Responsibilities

  • Manage, motivate & inspire the team, ensuring fair & consistent people management is applied across all team members.
  • Develop colleagues through regular reviews, coaching and on the job training in order ensure all team members are fully trained & developed in order to carry out their roles accordingly.
  • Work towards and engage the team in a strong business strategy, ensuring departmental objectives are being met in order to support and contribute to VictoriaPlumb.com’s business objectives.
  • Create an environment for change, increased efficiencies and solutions for improvements.
  • Identify and complete ad hoc project work relating to reducing costs and improving efficiencies
  • Provide necessary support to team members in order to resolve issues and grievances, escalating to line manager where appropriate
  • Be a focal point as floor manager and support other areas as required

Customer Insight

  • Identify business and process Improvement opportunities through customer feedback and insight
  • Able to support and develop the Customer Feedback strategy.
  • Detailed collation and analysis of various data across NPS, Trustpilot and any other customer feedback mechanism
  • Constant development of the Customer Feedback and social media strategy.
  • Work closely with other departments to share ad resolve issues and suggest areas for change

CRM Administrator

  • Analyse processes to identify process re-engineering opportunities, operational improvements and efficiencies across the CRM solution
  • Ensure all reports and dashboards are produced accurately and in a timely manner

Training

  • Working closely and influentially with all management to ensure long term training plans are accurate and meeting business needs.
  • Ensure the training Coordinator works closely with key Victoria Plum suppliers and the commercial team to deliver product knowledge training.
  • Working with the resource planning team to plan a training schedule that proactively supports business needs.
  • Ensuring that all colleagues, coaches and team leaders have up-to-date knowledge in their area

Person Specification;

You will be enthusiastic, hard working and willing to get stuck in to a fast paced and dynamic business. Experience of people management, strong customer service ethic, resilience and patience and strong influencing & negotiation skills are mandatory for this role, along with a track record of delivering effective personal development plans whilst having excellent communication and organisational skills is also a must for this role.

You will have Level 3 Award in Education and Training (or equivalent). It would be desirable to have experience within a call centre environment or in a similar fast paced, multi-channel retail environment within a bathroom industry, along with knowledge of all Customer feedback platforms, detailed knowledge of CRM solutions and knowledge of Microsoft applications.

What we can offer you?

We can offer a salary a competitive salary, pension, cycle to work scheme, perk box access, free onsite parking, employee discount, employee assistance programme, life assurance and all with a fantastic working environment and the opportunity to be part of a fun and exciting journey. If you feel you have the skills and drive to excel in this newly created Team Leader position, we’d love to hear from you. Click APPLY now!

Click here to apply

VictoriaPlum.com care about your privacy and we are committed to processing your personal information in accordance with the GDPR Data Privacy Laws. By submitting your CV you are agreeing to your personal data being retained in a secure location for up to 6 months to enable us to match and notify you of suitable opportunities. After this period your information will be confidentially destroyed.

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