We are seeking to employ a Customer Services Manager to head up our Customer Service function. You will be responsible for the management of a busy customer and sales support office, along with the administrative office function. Primary duties will include:

• Maintaining, improving and implementing working procedures across the team;
• Developing the team to assist in the delivery of sales targets by enabling upselling during trade calls;
• Liaising with various departments on all aspects of order processing and despatch of special orders and promotions;
• Developing strong and professional working relationships around the business, ensuring full and proactive briefings around promotional periods/changes/new product launches are provided back to the Customer Service team;
• Reviewing high risk payments and conducting regular audits regarding refund processing;
• Order book control and maintenance, along with stock allocation;
• Responsibility for trade pro-forma payments;
• Raising and issuing reports to Trade sales;
• Management of the Customer Service phone system;

The successful candidate will have a proven track record in a similar role, be highly computer literate, and be an effective communicator. Experience with our portfolio of brands would be highly desirable, although training will be given. The post holder will be required to work with and manage a team of Customer Service professionals dedicated to ensuring the success of the Hornby Hobbies brands.

This post is a key position within the organisation, providing expertise and guidance whilst working collaboratively with both our internal and external stakeholders.

If you believe you fit the specification, please submit your CV indicating your salary expectations and a covering letter. Closing date for applications is 19 July 2019.