Online Customer Service Manager

Customer Service Manager

Location: Handle \& Home, Embsay, Skipton
Hours: Full\-time, Monday–Friday, 9:00am–5:00pm
Additional hours: Approx. 2–3 hours remote weekend working. Shared rota with 4 other employees but plan for an average of one remote working weekend day per week.
Salary: Starting from £28,000 per year plus weekend work at an overtime rate.

About Handle \& Home

Handle \& Home is a growing online retailer specialising in cabinet handles and home hardware.

We’re a small, friendly and hardworking team, and pride ourselves on providing the same high standard of customer service that we would expect to receive ourselves. Our customer feedback across platforms such as Amazon, eBay, B\&Q, Etsy and Trustpilot are extremely important to our growth. As such, we’re looking for someone who can who can take ownership of our customer service function and help us maintain and build upon that reputation.

The Role

We’re looking for an organised, proactive and personable Customer Service Manager to take responsibility for the day\-to\-day running of customer service at Handle \& Home.

This is a hands\-on role. The majority of customer communication takes place online via email and other digital channels, although some telephone support is also required.

You’ll manage customer enquiries from first contact through to resolution, dealing confidently with everything from product and order queries to deliveries, returns and complaints.

Alongside handling customers directly, you’ll oversee our weekend customer service rota, help maintain consistent service standards across the team and support the smooth running of our busy office.

As part of a small business, we’re looking for someone who is happy to get involved, work collaboratively and take ownership rather than being limited by a rigid job description.

Key Responsibilities

• Managing day\-to\-day customer service enquiries, predominantly online, with some telephone support.


• Providing friendly, knowledgeable and efficient support throughout the customer journey. Delivering this information within the tone of the brand.


• Handling order queries, product questions, delivery issues, returns, replacements and refunds.


• Managing more complex customer issues and complaints calmly and professionally, with a focus on reaching a fair and positive resolution.


• Managing your time to suit the needs of each platform. Each channel (eg: Amazon, eBay, TikTok, Etsy, B\&Q, our WooCommerce Site) all have different parameters and time constraints. The successful candidate needs to learn these parameters and work them into their daily routine.


• Taking ownership of customer issues and following them through to completion rather than simply passing them on.


• Helping to maintain Handle \& Home’s excellent reputation and high Trustpilot rating.


• Monitoring customer feedback and identifying recurring issues or opportunities to improve the customer experience.


• Ensuring customer enquiries are responded to promptly and consistently.


• Working closely with our warehouse, e\-commerce and wider office team to resolve customer and order issues.


• Managing the weekend customer service rota across the relevant team members, ensuring appropriate cover is in place.


• Completing your own allocated weekend customer service cover, normally approximately 2–3 hours of remote work across at least one weekend day per week. Not every weekend will be required of any one person on the rota.


• Supporting and guiding other team members when they are providing customer service cover.


• Carrying out general office administration and helping with the day\-to\-day running of the office. Supporting the wider team wherever required in a busy, growing small\-business environment.


• Keeping customer and order records accurate and up to date.


• Identifying ways we can make our customer service processes more efficient without compromising the personal service our customers value.

We’re looking for someone who is naturally good with people but also highly organised and comfortable taking responsibility.

You’ll ideally have previous experience in customer service, e\-commerce, retail or a similar customer\-facing environment. Previous supervisory or management experience would be beneficial but not essential.

You should be:

• Able to reliably commute to our office in Embsay, Skipton.


• An excellent written communicator with strong spelling and grammar.


• Friendly, professional and confident communicating with customers by both email and telephone.


• Calm and solutions\-focused when dealing with complaints or difficult situations.


• Highly organised, with the ability to prioritise a busy workload.


• Highly reliable and comfortable taking ownership of an important area of the business.


• Able to make sensible decisions independently while knowing when something needs to be escalated.


• Comfortable working with online systems and learning new software.


• Detail\-focused and accurate when dealing with orders, refunds and customer information.


• Proactive rather than waiting to be told what needs doing.


• A genuine team player who enjoys working as part of a small team.


• Flexible and willing to help with different tasks when required.


• Comfortable managing a rota and ensuring appropriate weekend cover is maintained.

• Full\-time, permanent position.


• Full training from our current customer service manager.


• Monday–Friday, 9:00am–5:00pm with scheduled remote weekend hours.


• 1\-hour paid lunch break.


• Friendly and supportive small\-team environment.


• A varied role with genuine responsibility and ownership.


• The opportunity to play an important part in the continued growth of Handle \& Home.


• A working environment where ideas and improvements are welcomed and individual contribution is valued.

Above all, we’re looking for someone we can trust to take real ownership of customer service at Handle \& Home.

Our customer reputation has been built by providing helpful, personal and responsive service, and we want our new Customer Service Manager to care about maintaining those standards as much as we do.

This would suit someone who enjoys solving problems, likes being busy, takes pride in doing things properly and wants to become an important part of a small and growing business.

How to Apply

Please send a CV/resume with a short note explaining why you’re interested in this role.

Job Types: Full\-time, Permanent

Pay: From £28,000\.00 per year

Benefits:

• Casual dress


• Company pension


• Employee discount


• Free parking


• On\-site parking

• Skipton BD23 6QR: reliably commute or plan to relocate before starting work (required)

• GCSE or equivalent (preferred)

• English (required)

• Driving Licence (preferred)

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