About this role

We're on the lookout for an experienced and passionate Retail & Customer Service Manager to join our clients team, a multi award winning Retailer based in Lincoln! 

In this dynamic role, you will be at the heart of our operations, ensuring our customers enjoy an exceptional shopping experience while driving the performance of the retail team. 

If you thrive in a fast-paced environment, excel at building relationships, and have a proven track record in retail management, this is the perfect opportunity to make your mark and grow with us.

Benefits you will receive as Retail Customer Service Manager:

  • Basic Salary £32,000, OTE £40,000
  • £3000 Bonus Scheme
  • Uncapped overtime earning potential during our peak season (August end of May)
  • 20% Staff Discount
  • Company Trips
  • Star of the Month Awards
  • Staff Thank you & reward events
  • Pension Scheme
  • Christmas Period, Mothers & Fathers day & Bank holidays off!
  • Reduced working hours outside of peak!
  • Hours of work 40 per week working 5 out of 7 days, flexibility required during peak trading months. This is a 7 day per week operation, between the hours of 8.30am-10pm.

Responsibilities as Retail Customer Service Manager:

Staff Management

  • Create and deploy staff workload plans with daily staff briefings, continually completing staff checkbacks and ensuring all tasks are completed with no stone unturned being dynamic is key to this role.
  • Manage a team of up to 9 individuals across varying shift times, proactively & continually evaluating an ever-evolving daily workload list.
  • Accountable for your teams performance, their daily workload outputs on a shift, and individual and company KPI performance.
  • You will be responsible for your teams recruitment, selection, assessments & training.
  • Craft & manage staff development schemes

Shop Floor Management

  • On your shift, you will be responsible for managing our retail premises, delivering sales and exceptional customer service & experience to over 500 customers on a busy weekend.
  • Be an ambassador to providing first class service to our customers.
  • You will be the initial Meet & Greet Host to our customers, so must be clear, comfortable and confident when addressing large groups.
  • Own the efficient opening/closing of the site and you will be a key holder, confidently solving any problems during a shift.

Customer Service/Operations

  • This department is very task orientated - attention to detail and checkbacks across your team are critical.
  • Lead & organise your team during the goods-in process, allocating & dispatching orders.
  • Ensuring that staff deal with customers correctly and that calls are answered efficiently & correctly.
  • Confidently deal with customer complaints, order issues & any other problems that arise through to closure, & review processes to ensure these don't happen again.
  • Must be dynamic in your approach to workload, delivering both your personal and your teams deadlines.
  • As part of our photoshoot team, you will be responsible for the logistics & transport of all dresses & equipment to & from the venue.

Site Maintenance

  • As a keyholder, you will be a problem solver across the site e.g. payment machines, phone system, Wi-Fi/broadband, general site maintenance, floods etc. including call-outs where necessary.

Sales

  • You must be a strong salesperson as you will be leading the sales team. You will be charismatic & fun with customers, delivering the WOW experience that our client is famous for.
  • Be positively remembered by our customers.
  • Strong ability to communicate effectively, motivate your team, hit sales targets & advise staff of all company changes to products or processes.

Required for the role:

  • Ambitious, committed & reward-driven.
  • Customer centric, able to maintain exceptional levels of customer service & sales.
  • Agile and able to work across different areas of the business.
  • You will have passion & energy to inspire, lead & develop the Team.
  • Strong staff management skills to be able to manage a retail team of up to 9 individuals on the shop floor, with management experience in a retail, hospitality, sales, or leisure background.
  • A strong communicator & proactive individual, with high attention to detail.
  • Competent at using Microsoft Office software, email & IT-savvy to a good standard.