Customer Service Manager Beaminster, England
Job description
We appreciate your interest in LUNA & me! Founded in 2015, LUNA & me is the UK’s highest-rated pet food brand. Created to share our knowledge and passion with people who are just like us; crazy about their dogs and cats. We are almost entirely direct-to-customer and all orders are made through our website.
We are looking for an exceptional Customer Service Manager who has a track record of successfully delivering customer satisfaction. You will develop and lead a team of Customer Experience Advisors dedicated to making our customers happy and ensuring they have a fantastic experience.
This position works from LUNA & me headquarters in Beaminster, Dorset, and reports to the Founder with supervisory responsibilities.
Essential Duties and Responsibilities
You will always ensure both a quick and high-quality service is being consistently delivered across the team.
You will be a product expert who can support both our customers and the team and is always looking for ways of improving the customer experience.
Your day-to-day responsibilities will be a mixture of operational duties and direct line management of the team. Close collaboration will be required to ensure consistency across processes, and delivery of the future vision & direction of the Customer Experience department.
You'll get to analyse customer feedback and data to identify trends and opportunities for improvement, and use your creative problem-solving skills to find solutions that will delight our customers.
All in all, you'll get to be the hero of the customer experience team, making a positive impact on our customer's lives every day. Plus, you'll have a fun and dynamic work environment where no two days are ever the same. So if you're up for the challenge of leading a team to deliver phenomenal customer service, this could be the job for you!
What you can expect to be doing:
People management responsibilities
Developing, leading & motivating the team
Quality assurance
Identifying areas for improvement & progression/development
Health & wellbeing
Performance Management
Recruitment
Operational management responsibilities:
Managing the rota, covering sickness, organising cover and managing leave requests across the team.
Always taking a risk-based approach considering the impact on business & customer
Data collection to help drive performance and enhance the customer experience
Bug reporting and updating
Supporting the team with complex customer enquiries
Accountable for the day-to-day management of all work streams to ensure where possible that the team is working within procedures.
Understand why targets have not been met and deliver solutions to address issues in service delivery.
Accountable for the additional customer experience across review sites, complaints, KYC & fraud
Considering alternative ways of working & operational efficiencies to provide a better customer journey
Ensuring all aspects of compliance are adhered to
Responding to real- changes in customer demand to reduce any potential impact on service delivery
Dealing with escalated customer enquiries
What we’re really looking for: ️
A demonstrated history of working across industries, both in large companies and in small founder-led businesses.
Strong people management experience and willingness to develop a strong team.
Excellent knowledge of management methods and techniques
Experience in working to and delivering targets.
An ability to take ownership of customer issues.
Previous exposure to managing & motivating a team.
Involvement in setting a clear mission and deploying strategies focused on delivery.
Experience in providing high-level customer support.
Ability to think strategically and to lead.
Advanced troubleshooting and multi-tasking.
Strong communication & negotiating skills.
This position is not for the faint hearted. We’re growing and we need someone on board who can contribute new ideas, produce high quality customer service and be part of our close knit team.
You'll be working in an agile team that is rapidly expanding. For you, this means there is the opportunity to make the role your own and really grow!
Job Type: Full-time
Salary: £25,000.00-£35,000.00 per year
Benefits:
- Employee discount
- Free parking
- On-site parking
- Sick pay
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Beaminster: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 3 years (required)
Work Location: One location
Reference ID: CSMO6323
