Established in 1952 and online since 1999, Childrensalon is a fast-growing, award-winning, forward-thinking retailer, specialising in dressing children beautifully.  

Childrensalon believes there is beauty in diversity and difference, as resembled by our wonderful team. Our vision of being the most inclusive, diverse and humane company is very important to us as is our culture of fairness, openness and transparency. We are committed to the career progression and advancement of every team member as well as welcoming the best external talent in the industry. We offer a fun, challenging, collaborative, family-oriented work environment in our fast-paced and rapidly growing business and in turn will provide you with the opportunity to grow your career and make a difference.

Due to our growth we are looking for a Couriers and Delivery Manager to help out in our busy office in Tunbridge Wells. Under the direction of the Customer Support Senior Manager, you will be responsible for dealing with all customer queries on returns. You will work closely with the Delivery and Carrier Manager to ensure the service offering for the customer returns are relevant, suitable and competitive. You will be responsible for the communication of our returns process, ensuring our customers are well-informed and that the information is clear at all touchpoints.

Responsibilities:

- Responsible for ensuring all return related queries are resolved in a timely, efficient and consistent manner, and that a professional and polite
tone of voice is maintained throughout
- Liaise with the Logistics team to ensure a seamless returns procedure is carried out end to end
- Manage and improve team workflows to ensure returns are processed in a timely manner, with the best customer experience in mind
- Collaborate with other relevant departments to ensure the correct returns procedure and conditions for the different product types we offer,
including information on warranties for relevant products
- Ensuring our Returns information page on the website is kept up-to-date and relevant, and is easily understood by our customers
- Collaborate with the Delivery and Carriers Manager to maintain a strong relationship with the carriers, analysing lane efficiencies and cost
management, ensuring we offer the best available service to our customers
- Performing carrier returns analysis on a quarterly basis to ensure the right service is offered, and liaising with the relevant departments
- Analyse and manage the returns charge table, including free return campaigns and exchanges, ensuring we remain competitive and
profitable in our bottom line
- Update the knowledgebase with all things returns related
- Collaborate with the Imports team to understand about customs and taxes information on importing goods into the UK for returning goods
- Collaborate with the Logistics Returns department to regularly review the workflows, faulty returns and any issues that may arise
- Manage and update the CRM customer database with any feedback about “bad returns”
- Collaborate and cultivate strong relationships with other departments to ensure anomalies such as heavy items and future marketplace
delivery issues are considered and dealt with
- Keep up-to-date with and report on our competitors and the industry with all things related to delivery to ensure awareness and remain
competitive
- Collaborate with the other Customer Service managers to ensure efficient and consistent service throughout
- Collaborate with other department managers and Heads in key strategic projects involving customer experience
- Support the growth and development of the Returns Queries and Courier Returns Team Leaders

Key Skills:

- Excellent organizational skills
- Effective communication skills
- Strong analytical skills
- IT Proficient
- Problem solving / decision making
- Ability to coach and develop others
- Keen ability to learn
- Motivational, Leadership and People Management Skills
- Ability to coach and develop others
- The ability to remain diplomatic and confidently navigate challenging conversations

Experience:

- Implementing agile and lean practices

This role is based at our Head Office in Tunbridge Wells with some remote working.

Childrensalon offers a highly competitive salary, company pension plan, health plan, fully subsidised gym membership, in-house yoga classes, company shuttle, generous holiday allowance and company discount.

Childrensalon is an equal opportunity employer and is determined to ensure that no applicant or team member receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race.

If you are interested and think you would thrive in this role, please apply to careers@childrensalon.com with your CV and covering letter about why you would like to work for us. Previous applicants need not apply.