Designer Wallpapers are an interior design company that designs, manufactures, and supplies their own range of luxury wallpaper collections. They also a leading online retailer of designer paints, wallpapers, and fabrics, and supply to both end consumers and contract clients.

Cole & Son Wallpapers is an interiors company that designs and distributes premium wallpaper and fabrics globally. As Customer Services Manager, I was responsible for the management of the customer service department, with strict targets to deliver consistently high levels of customer service to all distributors, export partners, and UK retailers. Responsible for the handling of key accounts and day to day running of the customer service department, overseeing sales order process, shipping, and delivery of customer service by phone and email for UK and overseas customers.Responsible for managing a team of 6 over a period of sustained growth, includingrecruitment, training, performance management, and staff appraisals.Improved the efficiency and effectiveness of the customer service department byimplementing IT systems, restructuring the department, and strengthening the team’s skills.Set clear service standards and team KPI’s.Solving complex problems whilst implementing new strategies to deal with customer issues.Improved customer service by establishing action plans to streamline processes/automate tasks.Created a customer service manual outlining specific customer service policies, sales order and shipping procedures, including product support documents and detailed training manuals and resources.Identified common trends in customer queries and produced email templates to ensure accurate and timely service standards.Successfully implemented a new training program to drive best business practices covering email, telephone, new accounts, loyalty, and retention programs, customer complaints, billing queries and product/technical training.Improved processes for product launches including everything from distribution of sales and marketing tools, support documents, price lists and training materials as well as briefing team and developing more effective ways to answer customer enquiries.

Responsible for the performance of the Customer Services and Administration department, including the processing and administration of all orders, all customer contacts handled via phone and email and all pre-sales and after care support services to support the company’s insurance business schemes. Continually review processes and work procedures to increase their effectiveness, improve productivity and identify opportunities for service improvements. Managing a team of Customer Service Advisors to a balance scorecard of key objectives across service, quality and performance targets. Overseeing the operations teams such as sales, purchasing, finance and production to deliver these goals. Management of recruitment, training/coaching and performance.Other responsibilities include supporting project teams on business transitions or any other major changes to our products, procedures or systems. Client relationship and escalations management. Reporting and providing MI to senior managers and customers on performance and SLA’s.

Managed the day-to day running of the fulfilment team, ensuring all orders were processed within agreed SLA's. Set the team task deadlines, delegated responsibilities and monitored their performance. Handled client and end-user escalations, identified & resolved operational & technical problems. > Assisted the management team to develop a Business Continuity Plan, involved in testing and documentation stages. > Significantly improved claim fulfillment turnaround times and costs by introducing alternatives.

Managed queries from insurance and trading clients via email and telephone, showing expertise in customer service delivery and mobile phone product knowledge. > Within my first 2 weeks of joining the company, through own initiative I made key changes to processes, reducing task times by 50%. > Recognised for driving process efficiency and displaying excellent customer service & administration skills, I was soon promoted to a supervisor role.