Customer Care Manager Cobham, Kent, South East England
Job description
Avaliable Job Today We have an exciting opportunity for an experienced Customer Care Service Manager to join our Cobham team!
About us:
At Bruce's At Bruce’s we unleash happiness and enrich dogs’ lives. Founded in 2008, we have become the UK’s recognised leader in a sector that is experiencing exponential growth.
Our founder, Bruce Casalis, sits on the board of directors for the Pet Industry Federation and has acted as an advisor for the likes of DEFRA, Dogs Trust and RSPCA.
We’re fluent in dog. We go beyond ‘woof’ to a deep understanding of what makes each tail wag. We’re always striving to learn more about dogs and to care for them better. Our expertise means that we allow dogs to be dogs, and everything we do is dog-first. Dogs are our moral compass.
About the role:
The key function of the role is to manage and lead a team of Customer Care professionals. This is a hands-on role, seeing you both manage the team and be customer-facing, helping to guide our customers through a seamless journey from enrollment to life long members of our ‘walk of fame’.
Reporting to Centre Management, you will ensure all customers receive excellent customer service in all forms of contact; in person, by phone, email or portal requests.
You will ensure seamless communication between customers, drivers, groomers and carers; ultimately ensuring the dogs have the best possible experience at every visit.
It is IMPERATIVE that you have worked in customer service before and have had experience in dealing with daily interactions whether they be simple, complex, pleasant or challenging. We look after our customers' family members so your ability to communicate compassionately and effectively with each individual customers will be of significant importance to your success, and enjoyment, at Bruce’s.
The role will be 40 hours a week with flexibility required in terms of shift times (we are open from 7am-6pm Monday to Friday) as well as a few weekends to support attendance at events.
Key responsibilities
● Coordinating the customer drop off process to ensure a seamless customer experience
● Managing your team and ensuring their rotas, breaks and holiday approval is managed ongoing
● Maintain and update customer and dog records to ensure quality individual dog profiling and behavioral notes
● Assume full responsibility for the welcome of customers, their dogs and visitors.
● Maintaining a presentable, clean and tidy reception space for welcoming customers and their dogs
● Oversee bookings via phone, email and our customer built software and ensure they are actioned to the highest standard
● Reviewing daily schedules and planning pawrent drop off, check-in and check-out; including all ad-hoc services ranging for home boarding to grooming services
● Handling of customer support and any complaints that are brought to your attention
● Feeding back important information to customers about their dogs experience
● Consistently liaising with our Groomer and ensuring scheduling is completed accurately
● Oversee the posting of weekly photos on our portal for customers, ensuring the best photos are uploaded
● Assume full responsibility for your learning and ongoing education within the doggy day care industry.
● Support centre management and dog enrollment in coordinating new customer meetings, taster sessions, dog introduction feedback and enrolment
● Managing and coordinating customer milestones which include regular updates to customers about their dog
● Ensure bookings are made in accordance with capacity levels and staff-to-dog ratios with a specific focus on ad hoc bookings and doggy bus space
● Ensure high customer service and satisfaction standards are maintained
● Overseeing the monthly invoicing process for all customers at the centre
● Managing the inventory of stationary for the centre
● Maintaining excellent levels of hygiene and cleanliness around the front of house and customer welcome areas
Key requirements and ideal candidate
● Unwavering love for dogs.
● Must have experience managing an office, reception or front of house team
● Able to work in a fast-paced environment.
● Strong customer relations experience with the ability to develop and maintain relationships with new existing and new customers
● Experience in dealing with challenging situations
● Tenaciously self-motivated and determined to succeed in a front of house role.
● Calm and well presented in person.
● Faultless understanding of following priorities associated with excellent front of house service
● Impeccably organised with daily checklists being core to your routine.
● Exceptional administerial skills and great time management.
● Excellent IT literacy (we have our own day care software that can be complex for certain tasks)
● Impeccable communication skills: face to face, telephone and e-mail.
● Ability to foresee service-related issues and act to prevent them from happening
● Commitment to resolving customers’ issues efficiently.
● Ability to build strong networks internally with carers, drivers, doggy enrollment team, finance function and marketing
What you get in return
- Lots of dogs to play with and cuddle!
- Membership to LifeWorks, the world’s largest employee assistance programme
- Membership to Bravo Benefits our benefits platform to include cycle to work, retail discounts and loads more
- Subsidised uniform e.g., quality Welly Boots
- Plenty of pizza days, periodic get togethers and social fun.
- Working in an idyllic, rural location
- Ongoing development
- Pension contributions
Job Types: Full-time, Permanent
Salary: £25,000.00-£26,000.00 per year
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Cobham, KT11 3QD: reliably commute or plan to relocate before starting work (required)
Experience:
- Management: 1 year (preferred)
Work Location: One location
Reference ID: Cobham Cust care maanger
