Role Purpose:

The purpose of your role is to manage and support the customer service team. Support and maintain the 3rd party relationships and ensure best practice is followed. Respond to and resolve customer service enquiries to the highest standard; ensuring continuity in customer experience throughout the business. Analysis and reporting of customer feedback to senior management with clear sight of the cost implications and challenges to be addressed. As customer expectations grow your role will be to strive to develop the department and provide the highest possible customer service with a forward thinking approach.  You will offer the highest level of service to our internal and external customers providing them with a great brand experience, basics brilliantly and right first time.

Reports to: 

Head of Customer Services

Direct Reports: 

Assistant Customer Services Manager

Key interfaces:

The role holder will interact with multiple parties across the company including Fortnum’s Management Group, and other business leaders. In addition to supplying administrative report the role holder will liaise regularly with the central functions and businesses, such as Commercial Finance, Marketing, Hospitality and Retail and our leadership team in Asia Pacific.

Key Accountabilities

*       Resolve escalations in a professional manner through all channels including face to face.   

*       Preparation and delivery of weekly Team Meetings 

*       Carry out regular team 1:1 reviews and PDR’s  

*       Manage agents QA results and feedback 

*       Responsible for managing the teams holiday calendar 

*       Demonstrate active communication skills 

*       Managing performance and SLA, working to improve personal and departmental KPI’s 

*       Managing probationary periods, absence, timekeeping, agent breaks and holidays 

*       Daily, weekly and monthly reporting 

*       Attending relevant meetings in the Head of Customer Service’s absence. 

*       Managing and planning time effectively 

*       Ensure all administration tasks are covered at all times 

*       Complete all administration accurately and with the highest quality 

*       Proactively drive the Department by sharing and implementing way to improve processes 

*       Support the Assistant Manager’s and Head of Customer Service  

*       To ensure all teams deliver as expected.  

*       Ensure compliance of company policies and procedures. 

*       To have a flexible approach to work and participate openly in your personal development 

*       To attend training courses as and where necessary to ensure personal and team job skills keep pace with legislative and business developments. 

*       Team motivation 

*       Business & Retail awareness for best practice and customer expectations.   

*       Available to assist the team over the telephone during non-social hours 

*       Analysis and feedback to the senior management group and the rest of the business regarding customer feedback and the cost implications.

*       Be accountable for and recruiting core team and seasonal employees.

*       To Manage and maintain the IVR.

*       Accountable for maintaining and updating the internal and external FAQ systems to ensure they are fully up to date alongside the web chat set up.

*       Manage and support with the implementation of new systems for the department and business.

*       Supporting Christmas seasonal recruits and the core team through peak trading times.

Brand Ambassador:

You are an ambassador for our brand; from the way you present yourself to the knowledge you have of our brand and the enthusiasm and motivation that drives everything you do. Your role is to uphold the Fortnum image at all times.

Those ad hoc duties:

As with all roles, you may at times be required to carry out ad hoc duties; whether that is to support another team member, to take on additional responsibilities or to get involved in project work that may impact not only on your department but also the wider business. Further to this; due to peak demand we may request at times that you support the business whilst working from other locations.e expect the successful candidate to have the following skills and experience: 

*       Excellent Microsoft office skills

*       Excellent communication skills

*       Be really resilient and be able to manage up

*       Excellent diary management able to ensure Managers attend meetings on time

*       Robust experience of the CRM systems and processes and reporting mechanisms to enable a function that is growing and maturing at speed

*       Digitally savvy

*       An ability to challenge, build credibility with a wide range of audiences and work with integrity/confidentiality at all times

Role Specific Criteria (Experience/Behaviours/Technical Ability)

*       Minimum of 3 years’ experience working within a senior level customer service position, preferably Call Centre  

*       Minimum of 1 years’ experience of managing a team

*       Be self-motivated with a proactive attitude to work  

*       You will thrive under pressure, possess meticulous attention to detail  

*       Have the ability to prioritise and manage your own workload in order to meet deadlines  

*       Problem solver with clear focus on customer issue resolution  

*       Be a people-centric character  

*       Be a clear communicator on both written and verbal contact  

*       Experience of collating and analysing data. Providing feedback to both peers and senior level managers

*       Experience of performance management and team/individual development plans.

*       Equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved

*       Strong customer service focus

*       Planning and organisation skills

*       Attention to detail

*       Great Microsoft Office skills

We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other’s differences, to create a truly inclusive environment. In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.

In return, we offer:

• A competitive salary
• A generous store and restaurant discount of up to 40%
• 25 days holidays pro rata (excluded bank holidays) and an extra day off for your birthday
• A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
• A range of opportunities to develop and grow personally and professionally
• Excellent pension scheme