Customer Service Manager (Full Time)

Job Summary by the Career Balance Team:

Red Carpet Ready, the UK’s largest dress specialist, is seeking a Retail Assistant Manager to join its expanding team. The position offers a salary of up to £32,000 per year, with the potential for a £3,000 bonus and uncapped overtime earnings during the peak season. The successful candidate will be responsible for leading the shop floor sales teams, delivering exceptional customer service, and overseeing back-of-house operations. Proven staff management experience is essential, and there are opportunities for progression within the company. The role is based in Branston, Lincoln.

Job Description:*SALARY*: up to £32,000 pa basic + £3k potential bonus scheme + uncapped overtime earning potential during our peak season (October – end of May). As an example, an existing Retail Assistant Manager is currently earning £38k with all this considered.
*ABOUT THE ROLE*
Due to our exceptional growth as an award-winning company, we are searching for our next star to join our expanding Retail Management Team.
This is a responsible, senior, customer-facing role for a strong & dynamic leader who thrives in a fast-paced, peak season retail environment whilst inspiring your committed team to do the same.
First & foremost, you will be a top-class salesperson. Secondly, you will deliver exceptional customer service. On your shift, you will be leading the shop floor sales teams, serving over 500 customers on a busy weekend. You will be the initial Meet & Greet Host to our customers, so must be clear, comfortable, and confident when addressing large groups. This role is varied – you will also be overseeing the back-of-house customer service teams & site management.
You will relish the challenge of running our retail shop floor, as someone who is energetic & vibrant when dealing with customers, leading by example to maintain exceptional levels of customer service across your team. You will thrive in an extremely fast-paced environment in a hands-on role.
Deliveries & dispatches: on certain shifts, you will coordinate the goods in, allocation of orders and dispatches. We are as successful but unique business which is different to the average retail model. This makes us interesting, varied, dynamic & fast paced. We are searching for strong leader who is not fazed by working dynamically across different areas, who is able to adapt & enjoys a varied workload.
Our peak season runs from September to May & we are open 7 days a week including late nights until 9pm. Your shift patterns will vary across the week, including evenings & weekends.
Proven staff management experience is essential, gained within a retail, hospitality, sales, or leisure background, as is proven sales experience & exceptional customer service. You do not however need direct experience in a retail setting.
Exciting opportunities to get involved in other areas of the business, for example representing the company at prestigious events & getting involved in creating content with our Marketing & social media teams.
Your performance will be monitored against a set of personal & company KPIs, which will also link into an attractive and achievable bonus scheme. As the company expands, there is the opportunity for progression across your position across the company for the right individual.
You will be a keyholder for our retail premises – you will be a problem solver & respond to call-outs where occasionally necessary.
Your responsibilities will also include recruitment, training, goods in, customer service & our retail operations – this role is highly varied so you need to be dynamic & adaptable.
*PACKAGE OVERVIEW & WORKING HOURS*
* *Salary*: up to £32,000 pa basic + £3k potential bonus scheme + uncapped overtime earning potential during peak season (October – end of May). As an example, an existing Retail Assistant Manager is currently earning £38k with all this considered.
* Full-Time – 40 hours per week (minimum 30 in low season and up to 55 in Peak)
* Shift patterns:
* *Summer months (low season):* opportunity to reduce your hours or for flexible working hours. Chance to take extended holiday leave. Generally speaking, only 1 in 3 weekends & very few evenings. This is a great benefit of working for our company.
* *Winter months (peak season):*
* Longer working hours with unlimited overtime opportunities.
* 2 out of 4 weekends from 8.30am-6.30pm
* Up to 3 evening shifts per week, 2pm-10pm (1-2 evenings max if working the same weekend)
* Weekday shifts: 9am-5pm
* Closed over the Christmas period (unlike other retailers).
* You will be required to work the following school holidays: October half term, February half term and Easter half term.
* Annual leave: 30 days inclusive of Bank Holidays
* Closed on Mother’s Day & Father’s Day.
*COMPANY OVERVIEW*
Red Carpet Ready are the multi-award-winning UK’s Largest Dress Specialists, situated in their £1m shopping venue & HQ, 8 minutes from Lincoln City Centre, winners of Best Business 2022, Businessperson of the Year 2023, Prom Queen on Channel 5 & named as one of the UKs Top 100 fastest growing female-led companies. We are one of the best-paying companies in the Lincoln area & there are many opportunities for ongoing promotion.
The company continues to expand at a rapid rate, we are searching for our next talent to drive the company forward. Red Carpet Ready is a very fast paced environment, so delivering results to tight deadlines is essential.
*RESPONSIBILITIES*
*Staff Management*
* Create and deploy staff workload plans with daily staff briefings, continually completing staff checkbacks and ensuring all tasks are completed with no stone unturned – being dynamic is key to this role.
* Manage a team of up to 9 individuals across varying shift times, proactively & continually evaluating an ever-evolving daily workload list.
* Accountable for your team’s performance, their daily workload outputs on a shift, and individual and company KPI performance.
* A clear and confident communicator.
*Shop Floor Management*
* On your shift, you will be responsible for managing our retail premises, delivering sales and exceptional customer service & experience to over 500 customers on a busy weekend.
* Be an ambassador to providing first class service to our customers.
* You will be the initial Meet & Greet Host to our customers, so must be clear, comfortable and confident when addressing large groups. You will also be a natural salesperson.
* Own the efficient opening/closing of the site and you will be a key holder, confidently solving any problems during a shift.
*Customer Service/Operations*
* This department is very task orientated – attention to detail and checkbacks across your team are critical.
* Lead & organise your team during the goods-in process, allocating & dispatching orders.
* Ensuring that staff deal with customers correctly and that calls are answered efficiently & correctly.
* Confidently deal with customer complaints, order issues & any other problems that arise through to closure, & review processes to ensure these don’t happen again.
* Must be dynamic in your approach to workload, delivering both your personal and your team’s deadlines.
* As part of our photoshoot team, you will be responsible for the logistics & transport of all dresses & equipment to & from the venue.
*Site Maintenance*
* As a keyholder, you will be a problem solver across the site e.g. payment machines, phone system, Wifi/broadband, general site maintenance, floods etc. including call-outs where necessary.
*Sales*
* You must be a strong salesperson as you will be leading the sales team. You will be charismatic & fun with customers, delivering the WOW Red Carpet Ready experience that we are famous for.
* Be positively remembered by our customers – Red Carpet Ready is all about personality.
* Strong ability to communicate effectively, motivate your team, hit sales targets & advise staff of all company changes to products or processes.
*Staff Training & Recruitment*
* You will be responsible for your team’s recruitment, selection, assessments & training.
* Craft & manage staff development schemes, which take staff from being new recruits to fully-fledged sales staff through achieving set KPIs & milestones.
*REQUIREMENTS*
* Ambitious, committed & reward-driven.
* Energetic & strong when dealing with customers to maintain exceptional levels of customer service & sales.
* Dynamic – can work across different areas of the business including customer service, sales, goods in, order allocation & dispatches.
* You will have passion & energy to inspire, lead & develop the Red Carpet Ready Team.
* Strong staff management skills to be able to manage a retail team of up to 9 individuals on the shop floor, with management experience in a retail, hospitality, sales, or leisure background.
* Not fazed when delivering communications & briefings to staff.
* A strong communicator & proactive individual, with high attention to detail.
* Competent at using Microsoft Office software, email & IT-savvy to a good standard.
* Desire to work in a fast-paced, dynamic & entrepreneurial business.
* Ability to set & review KPIs & bonus incentives for your sales team.
* You will thrive on a high level of responsibility & ownership.
*ADDITIONAL BENEFITS*
* 20% staff discount
* Company trips
* Star of the Month Awards
* Staff thank you & reward events
*LOCATION*
This role is based at our Shopping Venue & HQ – Branston, Lincoln.
*INTERESTED? APPLY NOW!*
_Please follow these guidelines carefully:_
* Apply via Indeed including completion of tests along with your CV and a covering letter.
* The cover letter MUST include why you would be suitable to join our award-winning team and why you believe you are perfect for this job and what interests you about Red Carpet Ready and the role.
*CLOSING DATE, APPLICATION PROCESS & TIMELINE*
Friday 9th February– application deadline
Friday 23rd February – if you have not been contacted by this date, unfortunately your application has been unsuccessful.– if you have not been contacted by this date, unfortunately your application has been unsuccessful.
Stages:
1. Initial selection from applications on Indeed.
2. In person interviews at Red Carpet Ready Shopping Venue & role specific tests to be completed.
3. Final selection & offer made if right candidate found.
Job Type: Full-time
Salary: £32,000.00-£38,000.00 per year
Benefits:
* Company pension
* Employee discount
* Free parking
* On-site parking
Schedule:
* Day shift
* Holidays
* Monday to Friday
* Overtime
* Weekend availability
Supplemental pay types:
* Bonus scheme
* Performance bonus
* Yearly bonus
Application question(s):
* Will you be able to reliably commute or plan to relocate to Lincoln for this role?
Experience:
* Management: 1 year (required)
Work Location: In person
Application deadline: 09/02/2024Location: Skegness