Back Office Manager
Vale Furnishers is a high-end furniture retailer selling sofas and dining from around the world.
Over the years, we have built our business on the relationships we have with our team and customers. We have long-term staff retention, and 85% of our business comes from customers re-ordering or recommending us.
Due to continued business growth and development, we are now looking to recruit a Back Office Manager with prior experience to join our Leadership team. The role reports to our General Manager
Responsibilities:
This is a new role in the business, so you will be responsible for leading our aftersales team and developing and shaping our processes and ordering systems to ensure that;
Customer orders are accurately processed, so the customer gets the furniture they wanted and all details are captured so our Logistics team can do a great job. Our customers are kept informed of what is happening with their orders throughout the journey. That our suppliers do what they need to do to meet customer deadlines for their order We respond to customer enquiries and deal with any post-delivery problems with the customer's purchase.
You'll manage our committed and fantastic team day to day. This will involve managing performance and dealing with department schedules and holiday requests whilst keeping a finger on the pulse to identify pinch points within the team or within our process.
You would be required to work with our accounts manager to ensure shared team resources are best used and time is allocated correctly.
We have company systems, processes and reporting, but as this is a new role, you will be instrumental in helping us to maintain and shape these so they are fit for purpose and that we continue to give the high level of service for which we are renowned for.
You'll be part of our business management team, so you will be a part of the ongoing conversations regarding company development. You will need to update and report on progress to the management team and the company Directors.
You'll also need to build relationships and work effectively with the other functional heads this will (Retail Operations, Commercial, Finance and Logistics) to ensure our customer experience is seamless from end to end.
Our ideal candidate will;
Have empathy for customers, employees and colleagues. You should be able to draw on your own life experiences in terms of how our customers should be treated. Have experience in managing, reviewing and improving back-office processes. Have strong management skills suited to a fast-moving small business that is highly customer focused. Be calm under pressure, able to deal with multiple/changing priorities and have an organised and methodical mindset. An ability to lead our existing team and take them on a journey of continuous improvement while treating them with respect and trust. Be able to see the world through multiple perspectives, be a team player and be willing to influence and negotiate improvements with your management team colleagues.
Details
Our team is based in our Ash Vale showroom, where we have free staff parking. The role is full-time, working 9-6 Monday to Friday with 4 weeks paid holiday plus bank holidays.
We run a private medical healthcare policy that you would be eligible to join at the next renewal and can also offer both private and government pension schemes.
The salary would be dependent on experience but starting from £35,000pa
If you have experience dealing with end customers and are excited about being involved in a company that is truly trying to drive its customer experience, then we love to hear from you.
Please send a covering letter telling us a little about yourself and your current C.V to
[email protected]
[email protected]