Customer Relations Manager in Walsall

As a Customer Relations Manager you will set the tone for our Poundland, Dealz and Pep&Co customers.  Reporting to the Director of Marketing & Customer, you’ll work closely together to drive our high standard of customer service.  You will need to work across teams and build strong relationships with key stakeholders.

We uphold three core behaviour's that guide all our actions:

Love Our Customers: We strive to delight our customers, listening and responding to their needs because they are our priority.

Care for Our Colleagues: We support each other to foster a workplace where everyone can thrive.

Protect Our Pounds/Euros: We are committed to cost-efficiency and value, ensuring every penny counts.

We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.

• Professional development : A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.
• Bonus Potential : Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
• Free On-Site Parking : Enjoy the convenience of free parking, making your daily commute hassle-free.
• Onsite Coffee Lounge : Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.
• Exclusive Store Discounts : Receive a 10% discount on most in-store purchases, enhancing your shopping experience.
• Family-Friendly Benefits : Our comprehensive benefits are designed to support your and your family’s needs.
• My Staff Shop : Gain exclusive discounts through our ‘My Staff Shop’ portal, saving on various products and services.
• Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family’s future.
• Health & Wellbeing Programme : Benefit from an employee assistance programme that supports your health and wellbeing.
• Generous Holiday Allowance : Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day’s holiday because we believe birthdays are important.
• Pension Scheme : Plan for the future with our contributory pension scheme, helping you save for a secure retirement.

You’ll engage with our customers over various methods of communication, manage the team and their workload.  You will work at pace, in line with our service level agreements whilst maintaining and ensuring quality. You’ll solve multiple problems quickly and efficiently with our customers always at the forefront of your decision making. You will manage the Customer Relations Team (of 6) ensuring a high standard and consistent response and resolution to customer issues across in store, online and loyalty within SLA.  

• Improve the customer service experience and encourage customer engagement
• Mentor and develop Customer Relations Advisors and nurture an environment where they can excel through encouragement
• Develop service procedures for the Customer Relations Team & Key Interfaces - Work cross-functionally with other departments to obtain information and share relevant feedback.
• Development on reporting - Analyse statistics and trends and accurately report this back to the business – highlight trends key customer issues are highlighted 
• Mitigate risk with support from Legal team 
• Attend SIC calls and deliver actions as a result 
• Plan and forecast team requirements work with director as business develops. 
• Manage budget in compensatory value to the customer 

• Knowledge of Consumer Law and Data Protection legislation.
• An understanding of Subject Access Requests. 
• Excellent knowledge of various social media platforms including Instagram and TikTok. 
• A commercial awareness. 
• Knowledge of Salesforce and experience of using various database/information systems to obtain information. 

Since our humble beginnings in 1990, Poundland has evolved into a retail powerhouse with over 900 stores and nearly 18,000 dedicated colleagues across the UK and Republic of Ireland. The addition of Dealz in 2011 further solidified our presence, enabling us to reach millions of customers with our unparalleled value offerings. 

At Poundland & Dealz, we don't just offer products at unbeatable prices; we cultivate an environment where every colleague can thrive and contribute to our mission of providing amazing value to millions of customers.

Our commitment to excellence, inclusion, and sustainability forms the foundation of our culture, empowering our team members to be the best versions of themselves while making a meaningful impact on the communities we serve. Our behaviours and the hard work, commitment and passion of our wonderful colleagues make it all possible.

We like to keep things simple, so we have just three behaviours that lie at the heart of everything we do and keep us on track. They are Love our customers, Care for our colleagues, and Protect the Pounds and Euros. By living our behaviours every day, we've created a land that is fun, friendly, and full of surprises—a place where our people can truly be the best versions of themselves!