Customer Service Manager

Jollyes The Pet People; Castle Point; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

A leading UK pet retailer is looking for a Customer Service Manager in a hybrid role based in Castle Point. You will be responsible for leading a high-performing team, managing customer queries across various platforms, and driving service improvements. This position offers a competitive salary of £28-30k p.a. along with comprehensive benefits and a chance to make a significant impact in a reputable business focused on outstanding customer service.

Benefits

Competitive salary

Financial wellbeing package

Colleague discounts

Enhanced maternity/paternity leave

Learning & Development for progression

Workplace pension scheme

Qualifications

• Proven ability to lead and develop a high-performing team.
• Passion for delivering exceptional customer experiences.

Responsibilities

• Lead and develop our customer service team.
• Manage inbound queries across various platforms.
• Collaborate with internal teams to resolve issues.
• Report on KPIs and customer trends to leadership.
• Drive process improvements for customer satisfaction.

Skills

Experience managing a customer service team

Strong communication skills

Problem-solving abilities

Experience with CRM tools (Zoho Desk preferred)

Ability to motivate and drive change

Tools

CRM tools

Job description

Overview

Customer Service Manager, Jollyes Pets, based in Waltham Abbey (Hybrid role). Salary £28-30k p.a. + many benefits. An exciting time to join an award-winning business with a reputation for outstanding service, in a newly created role leading our customer service agents by example, at the heart of our mission – to keep our customers and their pets happy!

Benefits

• Competitive salary of £28-30k p.a. (depending on experience)
• iTrent financial wellbeing package, powered by Wagestream, enabling access to earnings before pay day plus discounts and savings
• Retail Trust membership – counselling, wellbeing and financial support for the retail industry
• Colleague Treats – discounts on up to 800 retailers and online service providers
• Colleague We Care wellbeing & medical support services – online GP, mental health support, fitness and more (including Tooth Fairy dentist on demand)
• 30% off Jollyes branded products and 20% off other brands in store for pet needs
• Workplace pension scheme provided by Legal & General (contributions EE 3%, ER 5%)
• Free colleague uniform and on-site parking
• Additional paid leave for weddings, bringing a new pet home and your birthday
• Enhanced Maternity leave – full pay for 26 weeks, then SMP; or alternative 6 weeks full pay followed by 33 weeks SMP
• Enhanced Paternity leave – 4 weeks full pay (or 2 weeks full pay if service under 2 years)
• Top Dog Award scheme with recognition and a day off
• Buy/Sell holiday scheme – up to 5 days, subject to entitlement
• Cycle2Work scheme – up to 47% off a new bike & accessories
• Care concierge services for colleagues who are carers
• Alvie health coaching / cancer support
• Discounted membership for David Lloyd Clubs
• Learning & Development for progression into senior roles

Role – Customer Service Manager

This role sits within our Customer Services team, the digital face and voice of our brand, supporting our e-commerce team and store network. We are a fast-paced, pet-focused retailer with a reputation for outstanding service, and we’re keen to maintain and build on this. You will lead by example, ensuring customers receive great service and that senior leadership are kept abreast of key feedback themes.

Success measures include customer satisfaction scores, handling time, ticket volume closed and successful implementation of new processes.

A full job description is available on request, but to summarise your key responsibilities:

• Lead and develop our high-performing customer service team
• Manage inbound queries across email, phone, live chat and social media
• Collaborate with stores, regional managers and internal teams to resolve issues
• Report on KPIs and customer trends to senior leadership
• Drive process improvements and elevate customer satisfaction

Skills – Customer Service Manager

To be successful in this role, you’ll need the following skills, experience and qualities:

• Experience managing a similar customer service team or help desk operation
• Proven ability to lead, motivate, and drive change
• Strong communication, problem-solving and multitasking skills
• Experience with CRM tools (Zoho Desk is a plus)
• Passion for delivering exceptional customer experiences
• Share our values of being: Wise, Focused, Genuine, Eager, Together

About Jollyes Pets

Jollyes are an award-winning UK pet retailer with over 100 stores and over 50 years of pet expertise. Winners of the Retail Week award for Best Retailer 2024 (under £250m t/o) and listed in the Sunday Times Best Places to Work. Accredited by Rest Less as an age-inclusive employer, we welcome applications of all ages (16+). We are committed to pets, people and the planet.

To Apply

If you’re looking for a career with a company that values you and offers great rewards and benefits where you can make a difference, click to apply today!

Respectfully no agencies please