Job description

Frankie + Lola’s is a growing national Soft Play & Café brand, with venues currently opened in Inverness, Walsall, Liverpool and Burnley. We are well placed to offer an exciting, dynamic, fast-growing workplace to our team, and aim to be a rewarding and fun place to work. We place an emphasis on being a forward-thinking and energetic company, with plans to shake up our industry and generate new ideas about what a Family Entertainment Centre should look and feel like.

Frankie + Lola’s is looking for a Customer Service professional to take on the role of Customer Service Manager, delivering remote customer service to our customers nationwide via multiple channels.

Responsibilities will include:

• Managing incoming enquiries across telephone, email and social media.
• Delivering a comprehensive service to enquiring customers;
• Delegating certain customer enquiries to relevant teams/individuals as required;
• Managing a large number of incoming calls and emails;
• Managing customers’ accounts including membership and bookings;
• Keeping a record of customer interactions and details of actions taken;
• Converting enquiries into paid bookings and memberships and parties;
• Generating sales leads;
• Reporting on key metrics and results and reviewing trends and statistics weekly with the management team.
• Monitoring and responding to customer feedback and reviews, escalating complaints, acknowledging customer feedback and replying personally to each response.
• Running a weekly customer feedback meeting and presenting trends and key highlights to venue managers and the rest of the management team.

The ideal candidate will:

• Be a pro-active self-starter who is happy to work remotely and on own initiative;
• Have excellent verbal and written communication skills in the English language;
• Have the ability maintain calm under pressure and prioritise enquiries;
• Have a thorough knowledge of the products and services that we offer;
• Be efficient and organised;
• Possess administrative skills along with a firm grasp on modern business IT solutions such as ticketing platforms (e.g. ZenDesk or other), Microsoft 365 suite and telecommunications systems;
• Be generally IT and computer literate;
• Be able to commit to working Saturdays and Sundays, in exchange for rare midweek days off.

Job Types: Full-time, Permanent

Salary: £30,000.00-£40,000.00 per year

Benefits:

• Employee discount
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Experience:

• Sales: 1 year (preferred)
• Customer Service: 2 years (required)

Work Location: Remote