Customer Service Manager London, England
Job description
Who are we?
field&flower was founded in 2011 by two friends after meeting at agricultural university, one a farmer and the other a food lover. We’re now a leading UK food subscription business specialising in grass-fed, free-range meat and sustainable fish. As our business is rooted in traditional British farming, our aim is to reconnect the customer with British, free-range farms and deliver award winning ethical produce without compromise.
Role Summary
We are looking for an experienced Customer service manager to join field&flower, who will help grow and develop the Customer Service & Retention team.
You will be responsible for leading a team of 6 to help enhance all aspects of the customer experience.
We are very proud of the level of customer service we give at field&flower and want you to bring new initiatives and ideas to the table, to keep driving towards best-in-class customer experience.
The job role will include, but is not limited to:
- Leading and assisting the team by giving great customer service over every communication platform, managing issues quicky and effectively and being the point of escalation for complaints.
- Implementing and meeting KPIs to assist with the growth of the company and improve customer experience.
- Regular data reporting to keep the rest of the business up to date on key areas.
- Focusing on the on-boarding process for all new customers and introducing new opportunities to increase revenue and convert more prospective customers.
- Analysis of retention rates and how we can implement new strategies and initiatives to increase customer loyalty.
- Communicating and maintaining a close relationship with third parties (couriers, packaging teams etc) and with the rest of the Senior Management Team.
- Social media and review management
- Assist with training and coaching of the team, providing guidance when necessary.
- Recruiting and onboarding new team members when needed.
- Planning for seasonal peak trading (Christmas & Easter) – carrying out the extra duties required during these periods e.g., short term recruitment to ensure enough cover, longer CS hours, management of couriers, increased operational visits and comms with key ops management.
Requirements:
- Previous experience of managing a customer service team (at least 2 years).
- Exceptional phone manner and email writing skills.
- Ideally familiar with online logging platforms e.g.Magento and Salesforce (although in house training will be provided).
- Confident on Microsoft Office: Excel, Word and Outlook
- Data analysis skills
- Driven and self-motivated.
- A concise and methodical approach to time management and personal organisation.
- Passionate about food and ethical farming.
Employment benefits
40% off all field&flower products.
Opportunity to grow and take on more responsibility in the business.
Social team with regular meet ups
Private health and dental care
Volunteering days
Included:
NEST Pension scheme.
30 days’ holiday (including bank holidays) & Birthday Day off + 1 day extra holiday after 2 years’ service up to a maximum of +5 extra days’ holiday
More info:
Full Time – Monday to Friday, 8.5 hrs set between 8.30am – 6pm. Additional hours may be required in peak periods.
This role is currently 100% home based, but a Hybrid model may be introduced. Must be London based.
If you are interested in this role, please apply with your CV and cover letter.
Interview process
This will likely be a 3-stage interview process.
1st– Short phone introduction
2nd– Interview with Customer Service Manager & written exercise
3rd– Interview with members of the Senior Management Team
Job Type: Full-time
Salary: £32,500.00 per year
Schedule:
- Monday to Friday
Experience:
- Customer Service: 5 years (preferred)
Work Location: One location
