About the role of Customer Services Manager

Primarily based at our head office in Tebay, you will be responsible for ensuring that the reputation of Lyon Equipment and our brands is maintained by delivering an exceptional level of customer service and identifying areas for continued development in the department.

We consider this a full-time position (37.5 hours per week), but alternative hours maybe considered. Commencing salary likely to be in the region of £35,000 – £38,000 dependent on experience.

Reporting to the Commercial Director, you will be responsible for:

• Ensuring the smooth day to day running of the Customer Services Department – prioritising tasks/ roles within the department, line and workload management

• Assessing and processing returned items both PPE and non-PPE

• Answering customer, consumer and Lyon staff questions and ensuring all enquiries are closed promptly and to the satisfaction of all stakeholders

• Developing relationships with key brand and customer contacts

• Maintaining and developing the Customer Relationship Management software (CRM) to process after-sales and quality cases

• Reviewing outstanding and open cases/enquiries

• Using CRM software to create Lyon supplier reports at intervals requested by brands

• Maintain physical and virtual Faulty Goods (FG), Quarantine (QT) and “On its Way” (OW) warehouses

• Assist the Customer Services Advisors with reviewing returned stock for suitability to sell on other sales platforms such as eBay and our B2C website (factory seconds, ex samples etc.)

• Assist the Customer Services Advisors with processing factory second/ ex-sample orders - taking stock from Customer Services shelves through to Logistics for shipment on payment

• Performing compliance checks on products when required

• Monitoring and maintaining stock levels of spares

• Assisting with internal product training where appropriate

• Maintaining technical, brand and product knowledge and qualifications

The person we seek will ideally have the following:

• Excellent attention to detail and organisational skills

• Clear, professional written and verbal communication skills

• Experience managing or supervising a team

• Proactive, decisive, outcomes-focussed approach to work

• Experience collaborating across teams or departments

• Proven resolution and customer service skills

• Experience using CRM systems and producing reports

• Knowledge of and interest in the Outdoor industry and outdoor equipment

• Commercial awareness

• Willingness to learn technical product information

The benefits include (some available after probation)

• 30 days holiday entitlement per annum including public holidays with loyalty increments (up to 5 extra days holiday)

• Inclusion into our qualifying pension scheme

• 2pm Friday finish for all staff

• Staff social fund

• Friday off the week of your birthday in addition to holiday entitlement

• Generous trade and staff discount

• Cycle to Work scheme

• Free parking onsite including electric charging facilities

• Opportunity to purchase up to one week’s additional annual leave

• Paid volunteering time out

• Company healthcare scheme including Digital Wellbeing platform, 24/7 employee assistance and counselling services including an Employee Assistance Programme

To apply please use the form below

If you think this opportunity is right for you, please apply below, or email the application form (downloadable version below) to hr@lyon.co.uk. If you have any questions or queries, please contact HR at the above email address. We look forward to hearing from you.