Customer Relations Assistant Manager

Founded by former Michelin-starred chef Paul Rhodes in 2003, Paul Rhodes Bakery has built a strong reputation as the go-to supplier of quality handcrafted sourdoughs, cakes and pastries in the capital. Paul’s ambition when he started the bakery was simple: to provide London’s busy chefs with the best handcrafted bread, made from the finest ingredients possible and traditional techniques.

Today, as the bakery heads towards twenty-five years in business, the goal remains the same and this ambition underpins everything we do. We have both a wholesale business supplying some of London’s top restaurants, hotels, cafés, and entertainment venues, as well as our local retail bakery shop which is based a ten-minute walk up the road, in Greenwich Market.

As we continue to grow, we are looking for talented individuals to join our team and contribute to our success. At Paul Rhodes Bakery, we believe in nurturing talent. By joining our company, you’ll have the chance to work with experienced professionals, learn valuable skills, and be part of a friendly, supportive environment.

JOBDESCRIPTION

Job Title: Customer Relations Assistant Manager

Department: Customer Relations

Reports To: Head of Customer Experience

Parameters/Scope: Thisjob is a flexible office-home based role with working 2 day a week at the CompanyHead Office. Supporting the Head of Customer Experience in the development,performance and maintenance of the department’s functions. TeamManagement and Communication are a fundamental part of the role, alongsidethe willingness to work occasional extended/flexible hours to meet businessneeds. On occasions there may be business need for the Assistant Manager tocome in more than twice a week.

Key Relationships: Responsible for driving excellence in perfecting customerexperiences & efficiency. Overseeing the Customer Relations team & buildingrelationships and trust with key operations managers, principally Transport,Packing and Production heads, as well as Key Account Managers toeffectively perform the role.

Job Summary: Managing the CustomerRelations team and ensuring that the department is running effectively todeliver business results. Support training of new and existing staff toensure all advisors are cross trained and meeting soft skill requirements.Report on daily KPIs to team & Head of Customer Experience, includingownership of high-level administrative checks and tasks. Supporting team toresolve escalated customer issues. Overseeing Head of Customer Experience responsibilitiesand CST team in the instance of annual leave or other absence.

KEY RESPONSIBILITIES

ServiceLevel Management

• Embed andmaintaining a strong Customer Service ethic within the team and organisation,in order to drive excellent customer experiences.
• Act as the “voice of the customer” internallyand use these valuable feedback/insights to drive the customer experience, bymo nitoring issues, feedback and trendsto identify opportunities for process improvement.
• Providinga clear direction and guidance to ensure consistent achievement of keyperformance metrics.
• Dealingwith team escalations and encouraging first call resolutions & ensuringquality service is applied across all customer channels.
• Conductingquality monitoring to identify areas for improvement and ensuring consistentservice.

• Conducting daily high level checks to ensure thereis clear visibility of customer orders and no risks to the business,including overseeing order checks and spend to capture any missed orincorrectly processed orders.
• Maintaining a clear and effective communication withcustomers, team members and management and at all times representing thecompany in a professional and positive manner.

DailyOperational support

• Encouragingand monitoring the team to meet department and company deadlines and providingguidance and support where needed. Equally assist with developingplans for team activities to include strategy to achieve agreed targets.
• Working closely alongside Manager& Key Account Managers to work on various projects & initiatives and continuouslyreview improvement measures and quality improvements for the business and ourcustomers.
• Ensuringad hoc tasks such as Account Openings, Training refreshers, BK schedule and anyother task within Assistant Managers ownership is managed correctly and withinthe expected deadlines.
• Beingable to manage tasks and responsibilities, including replying to emails intimely manner and by prioritizing tasks accordingly.
• Supportingthe daily flow whether orders or calls when and if required as per the businessneeds.
• Conductingdaily checks to ensure all tasks is completed and handled as per processguidelines and expectations.

Other keyResponsibilities

• Continually improving of knowledge of ourcustomer’s business/industry to ensure that we are delivering the best possibleservice.
• Supportsigning off team training ensuring all team members are cross trained andfollowing appropriate guide and signing off skill trackers including regularcoaching and refresher sessions.
• Identifyingareas for improvement and implementing new processes to enhance customer experiences& assisting the Head of Customer Experience with various tasks andprojects.
• Managethe team plan weekly to ensure responsibilities are delegated and visible forteam members as part of daily management of flows.
• Prepare and deliver regular performance reportsto senior management.
• Maintainingan environment which supports the spirit of teamwork & where advisors arecommitted, loyal and take pride in working for the company. Facilitating aculture of open and honest 2 way communication, which encourages feedback andsharing ideas & best practices.

Health& Safety and Food Safety

• Adhere tocompany Health & Safety rules andprocedures to ensure the health & safety of yourself, team members and allcompany visitors.
• Reportaccidents and unsafe practices.
• Adhere tocompany rules and procedures on Hygieneand Food safety to ensure customer satisfaction and safeguard the business,reporting all breaches of the rules.

PERSON SPECIFICATION

Paul Rhodes Bakery would not be the leading bakery it is today withouteveryone in the business working together to deliver brilliant products andservice, that keep our customers happy. It is important that our staffrepresent the values the business has chosen to represent us:

TRUSTED

Customer RelationsAssistant Manager mustshow an understanding to customer’s and team’s continuing needs and maintain anongoing relationship at all levels within the organisation. It is importantthat the customer and departments can put their trust in your abilities torepresent the organisation and act as a first point of contact. Being a trustedLeader to your team is a key success factor to differentiating you from therest.

EXCELLENCE

The Customer Relations Assistant Manager willmotivate the team to provide excellence in service levels handling customerorders and issues.

PASSIONATE

As a Customer Relations Assistant Manager you should demonstrate passion for helping people, the ability to provide apositive customer journey, and the willing to help regardless of the problem orqueries and always treating everyone with respect and professionalism.

INDEPENDENT

As a Customer Relations Assistant Manager, youwill be confident in making independent decisionsand owning the outcomes.

KEY SKILLS REQUIRED

• At least 1 years’experience working within a busy call centre environment.
• Outstandingcommunication and leadership skills.
• Commercial awarenessand professionalism.
• Effectiveproblem-solving skills and active listening skills.
• Effective timemanagement skills.
• Ability toorganise and prioritise, set priorities and multi-task.
• Self-motivated and anexcellent team player.
• Excellent attentionto detail with strong decision-making skills
• A ‘customer first’attitude and approach to working
• Abilityto receive and provide constructive feedback.
• Good working knowledgeof Word, Excel, Google sheets and Outlook

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