Community Manager (Customer Experience)

Dock & Bay - Certified B Corp™️; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Dock & Bay is seeking a Community Manager to enhance customer experience in London. You'll provide exceptional service across multiple channels and build strong customer relationships while promoting sustainability. Enjoy flexible working alongside a vibrant team.

Benefits

Flexible working

Health insurance

Cycle to Work scheme

Wellbeing membership

Regular team socials

Qualifications

• 2-3+ years’ experience in retail customer service or customer experience.
• Excited about sustainability and passionate about products with purpose.

Responsibilities

• Respond within 24 hours to customer queries via email and social media.
• Maintain an 80% happiness score on Helpscout.
• Monitor aged order reports to ensure timely shipment.

Skills

Organisation

Customer Service

Proactiveness

Sustainability Passion

Tools

Zendesk

Helpscout

Shopify

Job description

Join to apply for the Community Manager (Customer Experience) role at Dock & Bay - Certified B Corp️

Join to apply for the Community Manager (Customer Experience) role at Dock & Bay - Certified B Corp️

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We offer flexible working, part-time in our lovely London office (featuring all the essentials - fancy drinks fridge, striped walls and furry friends in abundance) alongside remote working from home, depending on business requirements. We’re also a certified Great Place to Work and a certified London Living Wage employer.

Our founders, Andy (Head Poncho) and Ben (Towel Wizard of Oz), started Dock & Bay back in 2015, after sharing the same struggle of standard towels being too bulky for their backpacks while travelling. It’s a hard knock life, eh?

Following some intense brainstorming - that means pulling down a big red curtain and sticking pieces of white paper to it to create our now iconic stripes - D&B’s quick dry, 100% recycled wonders were born.

Fast forward 8 years and Dock & Bay have become a certified B Corp, with over 100 products in 8 categories, selling in the UK, Australia, the US, Canada and Europe. Our mission is to make the world brighter, and we need your help (if you fit the job description, obviously).

We’re officially one of The Sunday Times Best Places to Work, officially recognised as a Great Place to Work, and we’ve earned a spot on the Best Places to Work for Development list for 2025, so you KNOW we’re going to look after you.

THE ROLE IN A NUTSHELL

Are you a retail manager or supervisor looking to escape the fluorescent lights of the shop floor and lonely staff room lunches? Well, we want to hear from YOU. We’ve got all the changes you could want to offer. We're talking WFH, weekends actually off (crazy, right?), furry office coworkers who never steal your lunch, and brace yourself, natural light!

Join a team where the uniform is whatever’s comfy, the coffee is free, and your socials are sorted. Your Thirsty Thursdays are quenched and your Bank Holidays are OFF. Be a part of an official Great Place to Work (we’ve even got the certificate ).

So, ready to step away from the daily grind and become the office superstar you were always meant to be? Let’s make those Sunday scaries a distant memory.

Reporting into the Senior Community Manager, your role as Community Manager, will be to provide the highest level of customer service across all channels including Email, Live Chat, Amazon, Social Media & all other Marketplaces through the Dock & Bay tone-of-voice & knowledge of key processes whilst still ensuring your own personality shines through. You will maintain strong relationships with all retail & wholesale customers as well as help to develop, manage and sustain new relationships. A key part of this role will also be to develop ideas on how to automate processes in order to ensure customer queries are dealt with in the most efficient manner and focus can then be made on giving the wider business proactive insight into how we can better the customer experience and push can be made so that the voice of the customer is always at the forefront of the business. You will be a vital aspect of creating new & improved processes within the team each time we take on new business across all markets including the UK, US, AU, CA, and EU. A focus will also be made on customer retention through building rapport and being at the forefront of any new customer service platforms.

KEY RESPONSIBILITIES (WE’RE GETTING SERIOUS NOW)

• Respond within 24 hours to customer queries via email, Reviews io, TrustPilot, Amazon
• Handle incoming messages on Live Chat and maintain an abandonment rate of 4%
• Responding to Social Media queries with the aim of first-time resolution
• Maintain an 80% happiness score on Helpscout through the brand's tone-of-voice and the knowledge & understanding of processes
• Work collaboratively with the team, warehouses, and Line Manager to place & manage wholesale orders whilst communicating key order updates to the customer. A constant review of this process will be required in order to implement change and automation which in turn creates a better customer experience
• Monitor aged order reports to ensure orders are shipped in time & delays are investigated so that customer expectations are proactively managed
• Checking Cin7 error reports and resolving any issues preventing orders from shipping to ensure a positive customer experience
• Processing & analysing returns reports across all markets to ensure feedback is provided to the wider business which will enable change and customer retention is maintained

DESIRED EXPERIENCE

• 2-3+ years’ experience in retail customer service or customer experience
• Super organised, proactiv,e and always putting the customer first
• Excited about sustainability and passionate about products with purpose
• Familiar with customer service software e.g. Zendesk, Helpscout, Shopify
• Being bilingual in Spanish, French, or German is a bonus, but not a dealbreaker – we love language skills, but passion and people-first energy come first!

The perks

Firstly, you’ll be joining a glorious team of towel traders, with a shared mission to make the world brighter through colour and saving the planet. Secondly, we have a fully stocked drinks fridge and more salt & vinegar snacks than you can shake a stick at. Thirdly, you’ll be involved in intense discussions, like whether a burger is a sandwich or not (it definitely isn’t). Fourthly, you’ll genuinely feel right at home here, working hard, having fun and actually making a difference. We’re not sure if ‘fifthly’ is a word, so we’ll stop now.

Plus, you’ll get other cool things like the Cycle to Work scheme, tech scheme, a wellbeing membership, health insurance, regular team socials as well as some glorious Dock & Bay products to show off to all of your friends.

Sound good? If yes, we’ll trade you a CV and a short cover letter for a chance to join the best brand ever*.

*totally unbiased opinion.

Diversity Commitment

Dock & Bay is an equal opportunity employer and we are committed to creating a diverse & inclusive environment free from any kind of discrimination. We strive to provide all employees with a safe space to thrive, where they can share ideas & opinions regardless of their backgrounds or perspectives.Although we are not perfect, we continue to learn and our commitment to Diversity and Inclusion is a priority. Ultimately, our goal is to be diverse and inclusive at every level of our workforce. We are a welcoming team and encourage you to be yourself so that we can work together to make an impact.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing and Sales

• Industries

  Manufacturing

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