At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service and enhance our brand reputation.
- Company: Join Lyon Equipment, a proud employee-owned business with a rich heritage in outdoor industries.
- Benefits: Enjoy 30 days holiday, early finishes, discounts, and a supportive healthcare scheme.
- Other info: Flexible working hours and excellent growth opportunities await you!
- Why this job: Make a real impact in the outdoor industry while developing your career in a vibrant environment.
- Qualifications: Strong communication skills, team management experience, and a passion for outdoor equipment.
The predicted salary is between 35000 - 38000 £ per year.
Lyon Equipment Limited is proud to be an employee-owned business with a long-standing heritage in the work-at-height and outdoor industries. Based just off the M6 at Tebay, we have been equipping people to ‘venture further’ since 1973. We supply market-leading products and expertise across the Cycle, Outdoor and Water Sports industries. Working with some of the top global ‘outdoor’ brands, we are one of the leading distributors in the UK. Additionally, we manufacture a range of bespoke professional products at our facility in Tebay.
About the role of Customer Services Manager:
Primarily based at our head office in Tebay, you will be responsible for ensuring that the reputation of Lyon Equipment and our brands is maintained by delivering an exceptional level of customer service and identifying areas for continued development in the department. We consider this a full-time position (37.5 hours per week), but alternative hours may be considered. Commencing salary likely to be in the region of £35,000 – £38,000 dependent on experience.
Responsibilities:
- Ensuring the smooth day-to-day running of the Customer Services Department – prioritising tasks, roles and workload management
- Assessing and processing returned items (PPE and non-PPE)
- Answering customer, consumer and Lyon staff questions and ensuring all enquiries are closed promptly and to the satisfaction of all stakeholders
- Developing relationships with key brand and customer contacts
- Maintaining and developing the Customer Relationship Management software (CRM) to process after-sales and quality cases
- Reviewing outstanding and open cases/enquiries
- Using CRM software to create Lyon supplier reports at intervals requested by brands
- Maintaining physical and virtual Faulty Goods (FG), Quarantine (QT) and “On its Way” (OW) warehouses
- Assisting the Customer Services Advisors with reviewing returned stock for suitability to sell on other sales platforms such as eBay and our B2C website (factory seconds, ex-samples etc.)
- Assisting the Customer Services Advisors with processing factory second/ex-sample orders – taking stock from Customer Services shelves through to logistics for shipment on payment
- Performing compliance checks on products when required
- Monitoring and maintaining stock levels of spares
- Assisting with internal product training where appropriate
- Maintaining technical, brand and product knowledge and qualifications
Qualifications:
- Excellent attention to detail and organisational skills
- Clear, professional written and verbal communication skills
- Experience managing or supervising a team
- Proactive, decisive, outcomes-focused approach to work
- Experience collaborating across teams or departments
- Proven resolution and customer service skills
- Experience using CRM systems and producing reports
- Knowledge of and interest in the Outdoor industry and outdoor equipment
- Willingness to learn technical product information
Benefits:
- 30 days holiday entitlement per annum including public holidays with loyalty increments (up to 5 extra days holiday)
- 2 pm Friday finish for all staff
- Staff social fund
- Friday off the week of your birthday in addition to holiday entitlement
- Generous trade and staff discount
- Cycle to Work scheme
- Free parking onsite including electric charging facilities
- Opportunity to purchase up to one week’s additional annual leave
- Company healthcare scheme including Digital Wellbeing platform, 24/7 employee assistance and counselling services including an Employee Assistance Programme
Customer Services Manager employer: Lyon Equipment Limited
Lyon Equipment Limited is an exceptional employer, offering a supportive and employee-owned work environment that prioritises personal and professional growth. Located in the picturesque Tebay, between the Lake District and Yorkshire Dales, employees enjoy a range of benefits including generous holiday entitlement, a cycle to work scheme, and a strong focus on work-life balance with early finishes on Fridays. With a commitment to delivering outstanding customer service and fostering a collaborative culture, Lyon Equipment provides a unique opportunity for individuals passionate about the outdoor industry to thrive in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lyon Equipment Limited. 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 Lyon Equipment Limited 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
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 Lyon Equipment Limited:Your cover letter is your chance to shine! Tell us why you want to work at Lyon Equipment Limited 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 Lyon Equipment Limited!
How to prepare for a job interview at Lyon Equipment Limited
✨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.
