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Evans Cycles Telephone Fax 01293 574960 Email [email protected] Web www.evanscycles.com HR Department Evans Cycles Camino Park James Watt Way Crawley West Sussex RH10 9TZ Company Profile Evans Cycles is the UK’s largest specialist cycle retailer, currently operating 50 plus stores nationwide and a long established but dynamic mail order and ecommerce operation. The cycle industry is experiencing strong growth, fuelled by an increase in cycle commuting, growth as a sport & leisure activity and cycling as a fun everyday activity. The stores and direct sales operations are experiencing double digit growth, and there are ambitious plans to increase our growth further. Job title of vacancy Returns Supervisor – Maternity Cover Position Salary 16,000 Who will they report to Rupert Robinson Position Held WLS Manager Job requirements (Tasks, software skills. Typing speed, internal database, training given etc) Key Skills: Experience working with stock management systems, telephone and customer relations management tools. Experience with Microsoft Dynamics Nav and CRM would be an advantage Proficient with Microsoft Excel, Word and Outlook. Good organization Skills and self-motivation. Good telephone and email communication skills. Ability to thrive under pressure and solving varied customer issues. Prepared to take responsibility in challenging situations. Key responsibilities: Personnel Responsibilities To assist customer contacts whether Telephone calls or emails. To assist with Return Parcels & Bikes. To be flexible and adaptable in all the skills within the returns team which incorporates returns and warranties in accordance with the organization's policies. Reporting & analytics Working to and maintaining performance against set Kpi’s. Meeting performance targets for speed, efficiency and quality. Evans Cycles Team building To work closely with Contact Centre Managers and Returns Assistants to ensure a joined up customer experience. To work closely with Contact Centre to drive performance. To develop a culture of the customer comes first thus creating a service driven department. Development opportunities Input into developing our systems and processes to provide the best possible customer experience. Planning and managing change. Personality Profile This is a highly hands on and pro-active role for someone who is highly customer focused and has the ability to handle the varied contacts that occur on a day to day basis with in the Returns team. Personal requirements: The candidate for this role will be a person with a passion for delivering excellent customer service, and a good understanding of what consumers expect from a mail order business. A passion for cycling and cycling product knowledge would be an advantage. This will be to cover Maternity Leave. Hrs of Work / OT Based at Evans Cycles Head Office, Camino Park, RH10 9TZ. Hours: 40 Hours – 5 Days x 8 Hours, 7 day rota system (1 hour lunch) Most important Thing To be focussed on delivering excellent customer service on a consistent basis (skills, Character) and to constantly look at ways to further improve our offering. What other benefits does the company offer Holiday accrued pro rota, (inclusive of all UK Bank Holidays) staff purchase scheme and car parking. Reason for Vacancy Maternity Date Required to start 29th September 2014