Customer Relations Assistant Manager

Company About Us:

Founded by former Michelin-starred chef Paul Rhodes in 2003, Paul Rhodes Bakery has built a strong reputation as the go-to supplier of quality handcrafted sourdoughs, cakes and pastries in the capital. Paul’s ambition when he started the bakery was simple: to provide London’s busy chefs with the best handcrafted bread, made from the finest ingredients possible and traditional techniques. 

Today, as the bakery heads towards twenty-five years in business, the goal remains the same and this ambition underpins everything we do. We have both a wholesale business supplying some of London’s top restaurants, hotels, cafés, and entertainment venues, as well as our local retail bakery shop which is based a ten-minute walk up the road, in Greenwich Market. 

As we continue to grow, we are looking for talented individuals to join our team and contribute to our success. At Paul Rhodes Bakery, we believe in nurturing talent. By joining our company, you’ll have the chance to work with experienced professionals, learn valuable skills, and be part of a friendly, supportive environment.

JOB DESCRIPTION

KEY RESPONSIBILITIES

Service Level Management

·        Embed and maintaining a strong Customer Service ethic within the team and organisation, in order to drive excellent customer experiences.

·        Act as the “voice of the customer” internally and use these valuable feedback/insights to drive the customer experience, by monitoring issues, feedback and trends to identify opportunities for process improvement.

·        Providing a clear direction and guidance to ensure consistent achievement of key performance metrics.

·        Dealing with team escalations and encouraging first call resolutions & ensuring quality service is applied across all customer channels.  

·        Conducting quality monitoring to identify areas for improvement and ensuring consistent service.

• Conducting daily high level checks to ensure there is clear visibility of customer orders and no risks to the business, including overseeing order checks and spend to capture any missed or incorrectly processed orders.
• Maintaining a clear and effective communication with customers, team members and management and at all times representing the company in a professional and positive manner.

Daily Operational support

·        Encouraging and monitoring the team to meet department and company deadlines and providing guidance and support where needed. Equally assist with  developing plans for team activities to include strategy to achieve agreed targets.

·        Working closely alongside Manager & Key Account Managers to work on various projects & initiatives and continuously review improvement measures and quality improvements for the business and our customers.

·        Ensuring ad hoc tasks such as Account Openings, Training refreshers, BK schedule and any other task within Assistant Managers ownership is managed correctly and within the expected deadlines.

·        Being able to manage tasks and responsibilities, including replying to emails in timely manner and by prioritizing tasks accordingly.

·        Supporting the daily flow whether orders or calls when and if required as per the business needs.

·        Conducting daily checks to ensure all tasks is completed and handled as per process guidelines and expectations.

Other key Responsibilities

·        Continually improving of knowledge of our customer’s business/industry to ensure that we are delivering the best possible service.

·        Support signing off team training ensuring all team members are cross trained and following appropriate guide and signing off skill trackers including regular coaching and refresher sessions.

·        Identifying areas for improvement and implementing new processes to enhance customer experiences & assisting the Head of Customer Experience with various tasks and projects.

·        Manage the team plan weekly to ensure responsibilities are delegated and visible for team members as part of daily management of flows.

·        Prepare and deliver regular performance reports to senior management.

·        Maintaining an environment which supports the spirit of teamwork & where advisors are committed, loyal and take pride in working for the company. Facilitating a culture of open and honest 2 way communication, which encourages feedback and sharing ideas & best practices.

Health & Safety and Food Safety

·        Adhere to company Health & Safety rules  and procedures to ensure the health & safety of yourself, team members and all company visitors.

·        Report accidents and unsafe practices.

·        Adhere to company rules  and procedures on Hygiene and Food safety to ensure customer satisfaction and safeguard the business, reporting all breaches of the rules.

PERSON SPECIFICATION

Paul Rhodes Bakery would not be the leading bakery it is today without everyone in the business working together to deliver brilliant products and service, that keep our customers happy. It is important that our staff represent the values the business has chosen to represent us:

TRUSTED: Customer Relations Assistant Manager must show an understanding to customer’s and team’s continuing needs and maintain an ongoing relationship at all levels within the organisation. It is important that the customer and departments can put their trust in your abilities to represent the organisation and act as a first point of contact. Being a trusted Leader to your team is a key success factor to differentiating you from the rest.

EXCELLENCE:  The Customer Relations Assistant Manager will motivate the team to provide excellence in service levels handling customer orders and issues.

PASSIONATE: As a Customer Relations Assistant Manager you should demonstrate passion for helping people, the ability to provide a positive customer journey, and the willing to help regardless of the problem or queries and always treating everyone with respect and professionalism.

INDEPENDENT: As a Customer Relations Assistant Manager, you will be confident in making independent decisions and owning the outcomes.

KEY SKILLS REQUIRED:

·      At least 1 years’ experience working within a busy call centre environment.

·      Outstanding communication and leadership skills.

·      Commercial awareness and professionalism.

·      Effective problem-solving skills and active listening skills.

·      Effective time management skills.

·      Ability to organise and prioritise, set priorities and multi-task.

·      Self-motivated and an excellent team player.

·      Excellent attention to detail with strong decision-making skills

·      A ‘customer first’ attitude and approach to working

·      Ability to receive and provide constructive feedback.

·      Good working knowledge of Word, Excel, Google sheets and Outlook

Company About Us:

Founded by former Michelin-starred chef Paul Rhodes in 2003, Paul Rhodes Bakery has built a strong reputation as the go-to supplier of quality handcrafted sourdoughs, cakes and pastries in the capital. Paul’s ambition when he started the bakery was simple: to provide London’s busy chefs with the best handcrafted bread, made from the finest ingredients possible and traditional techniques. 

Today, as the bakery heads towards twenty-five years in business, the goal remains the same and this ambition underpins everything we do. We have both a wholesale business supplying some of London’s top restaurants, hotels, cafés, and entertainment venues, as well as our local retail bakery shop which is based a ten-minute walk up the road, in Greenwich Market. 

As we continue to grow, we are looking for talented individuals to join our team and contribute to our success. At Paul Rhodes Bakery, we believe in nurturing talent. By joining our company, you’ll have the chance to work with experienced professionals, learn valuable skills, and be part of a friendly, supportive environment.

JOB DESCRIPTION

KEY RESPONSIBILITIES

Service Level Management

·        Embed and maintaining a strong Customer Service ethic within the team and organisation, in order to drive excellent customer experiences.

·        Act as the “voice of the customer” internally and use these valuable feedback/insights to drive the customer experience, by monitoring issues, feedback and trends to identify opportunities for process improvement.

·        Providing a clear direction and guidance to ensure consistent achievement of key performance metrics.

·        Dealing with team escalations and encouraging first call resolutions & ensuring quality service is applied across all customer channels.  

·        Conducting quality monitoring to identify areas for improvement and ensuring consistent service.

• Conducting daily high level checks to ensure there is clear visibility of customer orders and no risks to the business, including overseeing order checks and spend to capture any missed or incorrectly processed orders.
• Maintaining a clear and effective communication with customers, team members and management and at all times representing the company in a professional and positive manner.

Daily Operational support

·        Encouraging and monitoring the team to meet department and company deadlines and providing guidance and support where needed. Equally assist with  developing plans for team activities to include strategy to achieve agreed targets.

·        Working closely alongside Manager & Key Account Managers to work on various projects & initiatives and continuously review improvement measures and quality improvements for the business and our customers.

·        Ensuring ad hoc tasks such as Account Openings, Training refreshers, BK schedule and any other task within Assistant Managers ownership is managed correctly and within the expected deadlines.

·        Being able to manage tasks and responsibilities, including replying to emails in timely manner and by prioritizing tasks accordingly.

·        Supporting the daily flow whether orders or calls when and if required as per the business needs.

·        Conducting daily checks to ensure all tasks is completed and handled as per process guidelines and expectations.

Other key Responsibilities

·        Continually improving of knowledge of our customer’s business/industry to ensure that we are delivering the best possible service.

·        Support signing off team training ensuring all team members are cross trained and following appropriate guide and signing off skill trackers including regular coaching and refresher sessions.

·        Identifying areas for improvement and implementing new processes to enhance customer experiences & assisting the Head of Customer Experience with various tasks and projects.

·        Manage the team plan weekly to ensure responsibilities are delegated and visible for team members as part of daily management of flows.

·        Prepare and deliver regular performance reports to senior management.

·        Maintaining an environment which supports the spirit of teamwork & where advisors are committed, loyal and take pride in working for the company. Facilitating a culture of open and honest 2 way communication, which encourages feedback and sharing ideas & best practices.

Health & Safety and Food Safety

·        Adhere to company Health & Safety rules  and procedures to ensure the health & safety of yourself, team members and all company visitors.

·        Report accidents and unsafe practices.

·        Adhere to company rules  and procedures on Hygiene and Food safety to ensure customer satisfaction and safeguard the business, reporting all breaches of the rules.

PERSON SPECIFICATION

Paul Rhodes Bakery would not be the leading bakery it is today without everyone in the business working together to deliver brilliant products and service, that keep our customers happy. It is important that our staff represent the values the business has chosen to represent us:

TRUSTED: Customer Relations Assistant Manager must show an understanding to customer’s and team’s continuing needs and maintain an ongoing relationship at all levels within the organisation. It is important that the customer and departments can put their trust in your abilities to represent the organisation and act as a first point of contact. Being a trusted Leader to your team is a key success factor to differentiating you from the rest.

EXCELLENCE:  The Customer Relations Assistant Manager will motivate the team to provide excellence in service levels handling customer orders and issues.

PASSIONATE: As a Customer Relations Assistant Manager you should demonstrate passion for helping people, the ability to provide a positive customer journey, and the willing to help regardless of the problem or queries and always treating everyone with respect and professionalism.

INDEPENDENT: As a Customer Relations Assistant Manager, you will be confident in making independent decisions and owning the outcomes.

KEY SKILLS REQUIRED:

·      At least 1 years’ experience working within a busy call centre environment.

·      Outstanding communication and leadership skills.

·      Commercial awareness and professionalism.

·      Effective problem-solving skills and active listening skills.

·      Effective time management skills.

·      Ability to organise and prioritise, set priorities and multi-task.

·      Self-motivated and an excellent team player.

·      Excellent attention to detail with strong decision-making skills

·      A ‘customer first’ attitude and approach to working

·      Ability to receive and provide constructive feedback.

·      Good working knowledge of Word, Excel, Google sheets and Outlook