At a Glance
- Tasks: Lead a dynamic Customer Services team, ensuring top-notch service across all channels.
- Company: Join a supportive company that values customer satisfaction and teamwork.
- Benefits: Earn £14.90 per hour, enjoy 28 days holiday, and benefit from staff discounts.
- Other info: Work in a beautiful countryside setting with free parking and great career growth.
- Why this job: Make a real difference by leading a team and enhancing customer experiences.
- Qualifications: Solid customer service experience and strong communication skills are essential.
The predicted salary is between 14.9 - 14.9 £ per hour.
Our Customer Services team is the voice of the business, delivering excellent Customer Service to all those who get in contact. We’re looking for a Customer Services Manager to lead the team while our current manager is on maternity leave on a fixed-term contract through to February 2028.
What you’ll be doing:
- Leading the team day to day — setting the tone, running rotas and workloads, and keeping standards high across phone, email and live chat
- Coaching and developing the team, handling training and performance needs fairly and early
- Owning the difficult conversations, resolving escalated complaints calmly and finding the outcome that works for both the customer and the business
- Keeping orders, returns, delivery queries and courier liaison moving accurately
- Building strong working relationships with the other departments the team depends on
- Monitoring service quality and keeping the team compliant with company policy and data protection
What we’re looking for:
Essential:
- Solid customer service experience and a confident telephone manner
- The ability to stay calm and organised with several things going on at once
- Strong written and spoken English, and comfort with everyday IT systems
Preferred:
- Previous managerial or team leadership experience
- A retail, e-commerce or contact centre background
Above all, we want someone who leads by example: approachable with the team, straight with colleagues, and genuinely bothered about getting the customer a good answer.
What we offer:
- £14.90 per hour
- 40 hour contract, Monday - Friday - 09:00 - 17:30
- 28 days holiday including bank holidays
- Staff discount across our brands
- Company workplace pension scheme
- Free on-site parking
- Office based role
Where you’ll work:
Our head office is at Blackbrook, just outside Newcastle-under-Lyme — a countryside setting with free parking and quick access to the A53 and M6. Public transport to the site is limited, so most of the team drives in. Cohesion Retail Group Ltd is an equal opportunities employer. We welcome applications from everyone, and we’re happy to discuss adjustments at any stage of the process.
Customer Services Manager (Full Time Maternity Cover) employer: Cohesion Retail Management Services
Joining the Barbour store in Cannock Designer Outlet as a Sales Assistant offers you the chance to be part of a dynamic team that values excellence in customer service and visual merchandising. With a strong focus on employee development, you'll have access to training opportunities that foster growth and enhance your skills in a supportive work culture. The vibrant retail environment not only allows you to represent a prestigious brand but also provides a unique opportunity to engage with fashion enthusiasts in a bustling outlet setting.
Contact Details:
Cohesion Retail Management Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager (Full Time Maternity Cover)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cohesion Retail Management Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cohesion Retail Management Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Manager (Full Time Maternity Cover)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cohesion Retail Management Services:Your cover letter is your chance to shine! Tell us why you want to work at Cohesion Retail Management Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cohesion Retail Management Services!
How to prepare for a job interview at Cohesion Retail Management Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
