Customer Service Manager (FTC)

Master of Malt ,
Tudeley, Kent
More Details
Job Type: Full-time
Contract Type: Permanent
Salary: 27000 - 30000 per annum

Overview

Master of Malt is a leading online drinks retailer, with a particular passion for whisky, gin and other premium spirits.  Where our true passion lies, however, is in delivering extraordinary drinks experiences. This is less about flogging bottles and more about the process; how we aid learning and discovery, etc. It’s about connecting people with every drinks-related experience that can be conceived of, in the most delightful way imaginable. This is our mission: to shorten the distance to amazing drinks experiences .  We're an innovative and fast-paced business, working tirelessly to disrupt an industry we love.   Driven by an incredible team, we’re dedicated to four key values : The experience matters, we challenge everything, we speak the truth, and we own it.  This is a truly exciting time to join our amazing company and to be a leader in how we build out the experience for our customers. About this role Too many businesses think customer service is just about answering the phone and responding to an email within 5 days. At Master of Malt, there is so much more Our service team is responsible for a range of crucial functions that make our business tick and keep our customers happy.  We're looking for a Manager to look after our small but mighty Trade Service team on a 12-month maternity cover contract .    You'll learn a whole lot about whisky, gin and other spirits, dispatch and logistics, international shipping compliance, handling fraudulent orders, marketing & event support more    You'll be responsible for setting the tone for the team, which is one of positivity, communication, dedication, support and hard work.  Primary tasks will include: Motivate and support your team to consistently provide a superior customer experience with a customer-centric approach.  Ensure accurate dispatch and successful delivery of orders, including paperwork for export orders.  Delegate tasks to the team and ensure successful completion on a daily basis. Provide departmental framework to ensure a structured environment which enables delivery on clear expectations. Spearhead the development of new procedures and policies that streamline the working day. Ensure staff are appropriately trained. Work alongside the Retail Manager to ensure constant communication and support across the teams. About you We're looking for a positive, enthusiastic team player who is fanatical about customer service and supporting others.   Required skills, experience and attributes include: Experience managing or supervising an in-bound Customer Service team, including recruitment, training,  rotas, shift patterns etc. Highly disciplined, self-motivated, and always willing to go the extra mile. Comfortable with autonomy in a fast-paced and changing environment. Excellent interpersonal skills and able to communicate at all levels -  to deliver on the day to day, represent the team in senior forums etc. Logical, analytical and lateral thinking IT literate - ideally G Suite. It would be great if you have: Some kind of drinks industry experience. eCommerce experience or experience working in a Retail or Trade fulfillment setting. Start: ASAP    Why work for us? Other than the standard benefits you expect to see from a business like ours (think pension, cycle-2-work scheme, free eye care vouchers) we also offer… Flexible working - we’re focused on productivity and will work with you to make sure you’re happy with how you work. Free food - a hungry worker is not a happy worker. We stock our kitchens with what you need to get you through the day. Free fancy coffee - George Clooney endorsed, no less A relaxed working environment - there are no suits and ties here (unless you insist). A challenge - the opportunity to make a difference to the future of the business. It is our people who put us in the 2017 Sunday Times Fast Track 100 . Personal Days - 7 completely flexible personal days on top of your annual leave, because we all need a duvet day from time to time. A healthy staff discount - on our world-class range. Just in case that makes a difference. (Un)healthy irreverence - National pizza/doughnut/pie/lemonade/etc day? We got it covered. 

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