There may be 2 days of working from home following training.

This role's main aim is to lead the team to an increased level of customer service. Reviewing all the current processes and customer needs and ensuring the teams are working within these guidelines.

You will be expected to report upon any customer issues, project updates and service level agreement measures to ensure the department is functioning correctly customer service levels are being upheld and departmental costs are kept to a minimum.

Key responsibilities will be:

• Responsible for the customer journey for order processing and delivery

• Key point of contact for the account managers and sales managers

• Ensuring a right first time approach – reducing error rate resulting in credits, returns, delivery concerns and same day couriers

• Coaching, training and mentoring the operations team • Allocation of stock where appropriate

• KPI measurement reviews across all team members

• Spot checking telephone calls against set company matrix

• Review calls with the relevant operations team member to encourage improvement or celebrate success.

• Backorder management to support stock allocation • Weekly review meetings with sales managers of regions

• Process Improvements to encourage high levels of accuracy and lower levels of manual intervention

• Encouraging growth from the team, supporting team members to do and be more.

• Weekly team meetings to discuss progress and targets of the regions.

• Regular 121s and Advancement Appraisal Reviews

• Where necessary – recruitment and training of new team members.