Customer Care Team Manager

TN United Kingdom; London; On-site; GBP 31,000; Full time

Job summary

An established industry player in sustainable food delivery is seeking a passionate Customer Care Team Leader to inspire and manage a dedicated team. This role involves ensuring exceptional service levels, motivating team members, and fostering a positive work environment. With a commitment to ethical practices and a focus on continuous improvement, this company offers a unique opportunity to make a meaningful impact while enjoying benefits like flexible working and a weekly box of fresh produce. Join a forward-thinking team dedicated to making a difference in the world of organic food delivery.

Benefits

28 days holiday including bank holidays

Flexible working options

Weekly box of fruit and veg

Qualifications

• Proven experience in leading teams and setting high standards.
• Ability to provide constructive feedback and motivate others.

Responsibilities

• Manage and motivate a team of Customer Care members.
• Ensure the team meets its KPI targets and provides excellent service.
• Conduct performance reviews and manage team workloads.

Skills

Leadership

Adaptability

Problem-solving

Pressure Management

Feedback Skills

Job description

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Abel & Cole has pioneered organic, ethical and sustainable food delivery for over 30 years. Doing things better is our bread and butter; from saving over 60 million plastic bags by using reusable boxes for our food deliveries, to finding alternatives to plastic long before it hit the headlines. We are forever challenging ourselves to find the most positive way to do business and want everyone to eat organic because it's one way to save the future. It's these values that enabled us to become B Corp certified; an optional audit we've gone through to recognise how we put people and planet before profit, as well as help us find room for further improvement.

We're looking for more people to join our team of almost 600, to share our passion for doing the right thing even bigger and better than we do already. In a fast paced and competitive market, we know it's our people who make the difference. We've learnt how important it is to recognise, develop and promote from within; and that trusting people lets them come up with the best ideas and that helps our entrepreneurial spirit to thrive.

Want to see more?

Check us out at www.abelandcole.co.uk, https://bcorporation.net/directory/abel-cole, and Instagram

Role Summary:

Key Responsibilities:

1. Manage a group of 7-10 CC Team Members.
2. Motivate your team and create enthusiasm for the role and company objectives.
3. Be accountable for the service level your team provides & ensure they excel in Customer Care, achieving KPI targets.
4. Proactively monitor & improve service levels individually and as a team.
5. Provide timely feedback & recognition.
6. Conduct regular performance chats and biannual reviews, reporting to CC Management.
7. Host weekly team meetings for updates and team building.
8. Encourage participation, problem-solving, and follow-up on issues.
9. Address employee relations issues per company policy with guidance from CC Management.
10. Carry out informal counseling as needed.
11. Lead by example at all times.

Workload planning and management

1. Support the team in achieving departmental KPIs.
2. Develop understanding of daily CC department operations.
3. Organize and manage workload and resources daily.
4. Complete the CC rota considering holidays and requests.
5. Authorize or deny holiday requests.
6. Ensure consistent data collection and logging.
7. Share feedback and recognition on productivity and engagement.
8. Keep the department informed of workload issues.

Operations

1. Understand business operations and implications for the department.
2. Identify improvements to the CC task list for efficiency and service.
3. Communicate operational information clearly and timely.
4. Maintain and audit operational data.
5. Identify knowledge gaps and seek solutions.
6. Build strong inter-departmental relationships.
7. Ensure feedback on credits is provided.
8. Use judgment and initiative to resolve customer issues, escalating as needed.

Business Focus

1. Monitor and reduce office credits/trends.
2. Maintain awareness of company goals and KPIs.
3. Support business decision-making with understanding.
4. Act as an ambassador for B Corp values, considering social and environmental impacts in decisions and seeking opportunities to use business as a force for good.

Skills and Experience:

1. Lead by example, setting high standards of behavior.
2. Be highly adaptable.
3. Work well under pressure.
4. Demonstrate inspiring leadership skills.
5. Experience in giving positive and constructive feedback.
6. Strong problem-solving skills and common sense.

Personal Attributes:

1. Positive and professional attitude.
2. Supportive and patient.
3. Assertive, open, and confident.
4. Responsible and proactive.
5. Reliable, conscientious, and level-headed in challenges.

What we offer?

Work 7.5 hours daily on an 8.5-hour shift between 8:00 am and 6:00 pm. Up to three weekend shifts per month, with occasional Sundays and Bank Holidays. Benefits include:

• Salary up to £30,500 per annum (FTE).
• 28 days holiday (FTE), increasing to 33 after 1 year.
• Flexible working options.
• Weekly free fruit and veg.