Head of Customer Service

Executive Mandate Specification

Anns Cottage is one of the country’s leading Surf and Lifestyle companies in the Southwest. Ann’s Cottage has been owned and run by the family for over 40 years and has grown year on year to become an iconic brand and place to visit in Cornwall.

We are looking for a Head of Customer Service to join our team in St Columb in Cornwall. As Head of Customer Service, your role will be to ensure that Ann's Cottage continues to offer optimum customer service to potential, new and existing customers, maintaining, and improving where possible, our fantastic reputation and Trustpilot rating.

Responsibilities… (but not limited to)

• Provide exceptional customer service to our online and in-store customers, answering questions, resolving issues, and providing recommendations.
• Manage customer inquiries via phone, email, and social media, responding in a timely and professional manner.
• Process customer orders, including managing order entry, shipment tracking, and returns.
• Assist in maintaining accurate inventory levels across all retail locations and the online store.
• Collaborate with the marketing team to stay informed of product launches and promotions.
• Support store operations, including opening/closing times and stock availability / click and collect orders.
• Have access to all payment sites (global pay/Klarna/PP/Amazon) to deal with any payment / refund issues
• Check all payment sites weekly for any payment disputes and action as needed in our defense
• Report directly to Director of Ecom any issues or opportunities from a customer service standpoint.
• Point of contact for courier company’s and with warehouse with any shipping issues
• Handle both international and domestic claims for missing goods
• Raise support tickets with IRP.
• Check and sign off all shipping charge invoices.
• Regularly check courier shipping/delivery performance
• Update custom contents pages when possible.
• Continuously analyse ways to improve overall customer experience from onsite improvements to behind-the-scenes improvements to help results/experience.
• Authorise price match request.
• Monitor and reply to Trustpilot reviews.

Requirements…

• Excellent communication skills, both written and verbal.
• Prior experience in customer service, preferably in a retail environment.
• A passion for surfing and/or fashion is a plus.
• Ability to work in a fast-paced environment and multitask effectively.
• Familiarity with common office software, including email, spreadsheets, and word processing programs.

Job Type: Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Store discount

Schedule:

• Monday to Friday

Work Location: In person

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship