customer service manager Hitchin, England
Job description
** Office based 5 days per week (Monday-Friday) **
Job title: Customer Care Manager
Location: Unit 3, Trust Industrial Estate, Wilbury Way, Hitchin, SG4 0UZ
Salary: up to £37,000 dependant on experience.
Bonus: Quarterly performance related bonus up to 10%.
Working hours: 8.30am – 5.00pm with half an hour lunch.
Contract: Full-time, permanent.
One Good Thing (O.G.T) is a new subscription focused hypergrowth direct to consumer food and drink brand, which is home to the world’s first wrapper free snack and protein bars, with a delicious edible coating. Sustainably is at the heart of our business and within our DNA. Our products are good for you and good for the planet.
We’re looking for an enthusiastic and commercially driven Customer Care Manager who wants to help spread our passion for healthy sustainable food and drink. The role will report to the Head of Brand & E-Commerce and is responsible for leading One Good Thing’s customer care function.
You will grow a team to manage all aspects of aftercare support for our One Good Thing customers, including handling inbound customer queries and complaints, ensuring business KPIs are met and exceeded. You will be focused on delivering an exceptional customer service experience. Ensure excellent service standards are met, be the main point of consumer escalation, and maintain an industry-leading customer satisfactions scores. You will use technology and metrics to drive efficiency, enabling the team to scale.
Key Responsibilities
Your key responsibilities will include:
- Take strategic ownership of the customer care function within the business and be the champion for all things customer care and experience.
- Deliver world-class customer care experience across an omnichannel approach, for example phone and digital platforms such as e-mail, WhatsApp, and social media.
- Autonomous in resolving customer complaints and concerns in a timely and appropriate manner, ensuring a world-class customer care experience, even when things don’t go to plan.
- Meet business KPIs across the customer care department, including ambitious personal growth plans within the team.
- Outbound calling to drive customer cross-sell and reduce customer churn.
- Use data to drive customer care efficiencies and optimisation of team resource.
- Work collaboratively with the marketing team to deliver an industry leading customer experience across unboxing and other physical customer activations for example inserts.
- Lead on conducting customer satisfaction surveys to learn customer’s opinions and thoughts about our products and use this to help shape future product development.
- Support Marketing team with event activation, being an Ambassador for One Good Thing.
- Office administration for example sorting post, stocking snack fridges and other tasks as and when required.
- Providing day-to-day administrative support to both directors.
Requirements and skills
· Excellent communication and listening skills, both written and verbally.
· Ability to multi-task, prioritise and manage time efficiently.
· Punctual and reliable.
· Great people skills with the ability to build a strong rapport and relationship quickly.
· Excellent organisational and administrative skills.
· Ability to demonstrate excellent attention to detail.
· Experience of MS Applications (i.e., Outlook, Word, Excel, PowerPoint).
· Previous experience of working in a customer service role for 3 year is desirable.
· Previous experience of working as an office administrator for 3 year is desirable.
What we can offer you…
- Annual leave of 28 days.
- Paid day off on your birthday
- Discretionary company bonus scheme
- Pension scheme
- Sick pay support after 3 months
- Private Healthcare
- Free onsite parking
Job Types: Full-time, Permanent
Salary: £35,000.00-£37,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
Schedule:
- Monday to Friday
- Weekend availability
Work Location: In person
