Customer Service Manager
South Benfleet, Essex, United Kingdom
My role was to help manage and sustain the front-line service to customers to enhance Ladbrokes' position as the country's leading bookmaker. This role required me to act as the first point of contact with our customers. Being responsible for meeting, greeting and providing them with an exceptional level of service. Always on hand to help by answering questions, demonstrating new machine products and taking bets. I was consistently Handling cash quickly, accurately and responsibly, Promoting products, new games and driving Multi-Channel services (online, mobile, tablets, apps, etc.)As well as providing a friendly and efficient service so as to encourage repeat customersAs part of the companies Service Standards I was required to:• Acknowledge every customer within 30 seconds of them entering the shop • Be in the customer area at every opportunity when business levels allow • Offer every customer a free refreshment within 2 minutes of them entering the shop • Make clear eye contact with the customers as he/she places their bet • Provide the customer with a pleasant farewell as he/she leaves the shop or counter The Retail Standards that I was required to deliver were:• Making sure Shop presentation is at a high standard at all times, which involved cleaning and tidying and maintaining the shop, checking the shop floor for anything needing re-stocking, customer interaction, as well as making sure my colleagues presentation standards are met at all times. • I had to keep up to date on Ladbrokes offers, promotions, Sports and news. In addition I had the opportunity to train and mentor new colleagues and help them progress their skills the same way that I did.
