At a Glance
- Tasks: Lead and develop a dynamic team in delivering exceptional client services for furniture and lighting.
- Company: Soane Britain, committed to British craftsmanship and high-quality design.
- Benefits: Competitive salary, supportive work environment, and opportunities for personal growth.
- Other info: Exciting opportunity for career advancement in a creative and collaborative setting.
- Why this job: Join a passionate team and make a real difference in client experiences.
- Qualifications: Experience in customer service management and strong leadership skills.
The predicted salary is between 30000 - 40000 £ per year.
Company Overview
With an uncompromising commitment to British manufacturing, Soane Britain’s mission is to design and make enduring and life-enhancing furniture, lighting, fabrics and wallpapers through collaborations with a network of the finest craftspeople in Britain. Soane combines responsibly sourced, high-quality materials and superb workmanship to ensure our designs endure for generations. Our talented team is based in offices and workshops in Leicester and the West Country and showrooms in London and New York.
Purpose of the Position
This role is responsible for the day-to-day leadership, performance and operational delivery of the Furniture & Lighting Client Services team. Reporting to the Client Services & Operations Manager, you will ensure the efficient management of workflow across quoting, order processing, aftercare and client support activities, maintaining the high standards of service expected by Soane clients. You will be responsible for the day-to-day management of Zendesk, ensuring workloads are prioritised effectively, service levels are maintained and operational performance is monitored across the team.
You will lead and develop the Furniture & Lighting Client Services team, supporting Client Services Associates and Advisors through effective workload management, coaching, training and operational guidance. Working closely with Client Services Specialists, Client Development, Manufacturing, Product, Logistics and Finance, you will support the team in resolving challenges, removing obstacles and ensuring clients receive timely and accurate information throughout their journey. A key focus of the role will be balancing team capacity, priorities and operational demands, proactively identifying risks, bottlenecks and opportunities for improvement. Through strong leadership and operational oversight, you will help create a consistent, efficient and scalable Client Services function capable of supporting future business growth.
Key Responsibilities
- Team Leadership & Development
- Lead, coach and support the Furniture & Lighting Client Services team.
- Conduct regular 1:1s and support individual development plans.
- Manage onboarding and training for new team members.
- Identify skills gaps and training requirements across the team.
- Create and maintain training materials, process documentation and team resources.
- Support recruitment activities and team succession planning.
- Zendesk & Workflow Management
- Own the day-to-day management of Zendesk.
- Monitor ticket volumes, response times and workload allocation.
- Prioritise and redistribute work to ensure service levels are maintained.
- Manage escalations and support resolution of complex client and operational issues.
- Maintain Zendesk reporting and provide regular updates on team performance and operational activity.
- Operational Delivery
- Ensure the efficient processing of quotes, proformas, orders, aftercare requests and operational enquiries.
- Support the team in obtaining information from Manufacturing, Product, Logistics and Finance.
- Coordinate activity across departments to ensure timely and accurate responses.
- Provide regular operational updates to Client Development teams.
- Maintain high standards of accuracy, efficiency and service across all operational activities.
- Aftercare & Client Experience
- Lead the day-to-day management of aftercare activity.
- Support the resolution of client issues, complaints and service challenges.
- Identify recurring issues and recommend improvements to processes and ways of working.
- Maintain a proactive approach to client communication and issue resolution.
- Continuous Improvement & Reporting
- Identify opportunities to improve processes, reduce friction and increase operational efficiency.
- Support projects and initiatives led by the Client Services & Operations Manager.
- Contribute to operational reporting, analysis and performance reviews.
- Maintain process documentation, manuals and operational best practice guides.
- Provide recommendations to improve team performance, service levels and operational effectiveness.
Customer Service Manager - Furniture and Lighting in Leicester employer: Soane Britain
Soane Britain is an exceptional employer, dedicated to fostering a collaborative and innovative work environment in the heart of Leicester. With a strong emphasis on employee development, you will have access to comprehensive training and growth opportunities while working alongside talented craftspeople committed to quality and sustainability. Join us to be part of a team that values your contributions and supports your career journey in the vibrant world of British design.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - Furniture and Lighting in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Soane Britain. 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 Soane Britain 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 Service Manager - Furniture and Lighting in Leicester
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 Soane Britain:Your cover letter is your chance to shine! Tell us why you want to work at Soane Britain 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 Soane Britain!
How to prepare for a job interview at Soane Britain
✨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.
