Customer Service Supervisor

Do you have a passion for providing exceptional customer service? Do you have the ability to build excellent rapport effectively via email and over the phone? An exciting new opportunity has presented itself at Bigjigs Toys Ltd. We are seeking a dynamic Customer Service Manager to lead our friendly team in providing exceptional service to our clients.

Reporting into our Director, the successful candidate will take responsibility for :

• Answering calls from B2C and B2B customers and suppliers


• Processing B2C and B2B customer orders, handling queries and taking payments over the phone


• Ensuring our customer database is up to date


• Dealing with B2C and B2B customer returns and credits


• Booking in deliveries with customers and couriers


• Attending trade shows


• Managing and motivating your team, providing leadership and guidance to the customer service team


• Setting and monitor targets


• Conducting bi-weekly one to ones


• Manage customer enquiries and complaints effectively, Bigjigs Toys offers a number of benefits to staff, including:


• Hybrid working - must be within reasonable commuting distance of our Folkestone office. 3 days in the office, 2 days WFH


• Medicash Health Cash Plan and Employee Assistance Programme


• 40% off RRP on all Bigjigs Toys products (plus early access to our end of stock sales!)


• Birthday cake!


• Long Service Holiday Rewards


• Staff Fun Days - Summer BBQ's and Quarterly office lunches


• Free on site parking


We offer 20 days holiday per year plus an extra day for every 2 years of service given to the company (up to a maximum of 5 extra days). 8 statutory bank holidays are in addition to these 20 days.

This is a key role within a hard working team and as such it is important that you will be a strong team player, with a positive and enthusiastic outlook, who is flexible to respond quickly to changing needs and priorities.

The successful candidate will have:

• Good IT skills, particularly Excel and the ability to learn new systems & software


• 1-2 years experience in a customer service supervisor role


• The ability to work independently and seek assistance when required


• The ability to remain patient and calm during stressful situations


• The ability to work well under severe pressure and to handle criticism well


• Administration skills


• Multi-tasking


• Excellent verbal and written communication skills


• Attention to detail


• Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Google Docs


• Self-motivation to use your initiative and to innovate, when required


• Ability to analyse data and trends to enhance customer service experience, Customer Service: 1 year (preferred)
  
  Bigjigs Toys is a fast paced wooden toy wholesaler supplying a fantastic range of traditional toys into independent toy & gift shops and direct to consumers. Started in 1985 by Peter & Liz Ireland the company has grown from a garden shed outfit into a multinational operation supplying goods to shops in over 40 countries around the world.
  
  Hours: 8.30-17.00 - Mon-Fri - 3 days are office based (Tues/Wed/Thur) and 2 days are work from home (Mon/Fri)


During the initial training period (6-8 weeks) the hours will be Mon-Fri - 08.30-17.00 in the office.

Job Types: Full-time, Permanent

Pay: £28,000.00 per year

Benefits:

• Casual dress


• Company events


• Company pension


• Employee discount


• Free parking


• On-site parking


• Work from home


Schedule:

• Day shift


• Monday to Friday