Do you have experience management experience in customer service? Have you got industry experience from the worlds of fashion, e-commerce or retail? Can you drive?
If you answered yes to the above questions we would be really interested to discuss a new and exciting role we have available with a leading fashion retailer in Northamptonshire, based just out of Kettering they have a long history of supplying leading brands across the globe.
Key responsibilities are:
* Manage, motivate, lead and support a team of three Customer Service Advisors, which is likely to grow as the business continues to do so.
* Deal with customer complaint escalation as well as problem-solve any issues that arise; liaising with Warehouse, Finance, Merchandising or IT teams depending on the issue.
* Reporting, KPI monitoring and analysis for weekly, monthly, yearly and ad-hoc reports
* Manage relationships with external suppliers such as couriers eg raising lost orders and return complaints.
* Identify opportunities to streamline or improve processes and work these through with the Ecommerce / IT teams, including reviewing specifications and testing.
* Ensure policy and training documents are kept up to date with any changes or improvements.
* Oversee the stock levels of Ecommerce packaging, ordering in line with sales forecasts and liaising with suppliers.
Given the nature of the role any customer service managers from ecommerce, retail or fashion would be of particular interest, though we would not discount other candidates from other sectors where you can demonstrate transferable skills.
The role is hybrid based after your 3 months’ probation, when it moves to more than 50% of the time needed in the office, which due to its rural location would in most scenarios require you to drive. Part-Time could also be considered for the right candidate, though 4 days a week would be the most likely minimum we could offer. If this sounds of interest, please send us your CV and we can contact you to set up a conversation if you have the required experience.
Due to their location this position it would suit applicants from Birmingham, Solihull, Leicester, Northampton, Coventry, Lutterworth, Market Harborough, Wellingborough, Huntingdon or Peterborough. If this sounds interesting please do send us your latest CV and we can arrange a confidential conversation.

Zero Surplus is East Anglia’s premier recruitment agency, based just outside Cambridge, recruiters source staff for small and international B2B & B2C businesses across Cambridgeshire and the East of England.
For registration purposes please could you let us know where you are currently based or which locations you are considering as well as your required salary and notice period.