Customer Service Manager

Jollyes The Pet People; Epping Forest; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

A leading UK pet retailer is looking for a Customer Service Manager to lead their high-performing team. The role involves managing customer queries across various channels, driving process improvements, and reporting customer trends to senior leadership. The ideal candidate will possess leadership qualities, strong communication skills, and a passion for delivering exceptional customer experiences. This full-time hybrid role is based in Waltham Abbey, with competitive salary and benefits packages.

Benefits

iTrent financial wellbeing package

Retail Trust membership

30% off Jollyes branded products

Workplace pension

On-site parking

Qualifications

• Previous experience managing a customer service team/help desk.
• Proven ability to lead, motivate, and drive change.
• Passion for delivering exceptional customer experiences.

Responsibilities

• Lead and develop the customer service team.
• Manage inbound queries via multiple channels.
• Report KPIs and customer trends to senior leadership.

Skills

Leadership

Strong communication

Problem-solving

Multitasking

CRM tools experience

Tools

Zoho Desk

Job description

Overview

Customer Service Manager, Jollyes Pets, based Waltham Abbey (Hybrid role). Salary £28-30 k 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. This is a full-time hybrid role involving a minimum of 3 office days per week at our pet-friendly support office in Waltham Abbey (Essex) and up to 2 days per week from home (or other Jollyes location as preferred). 37.5 hours per week.

The Role – Customer Service Manager 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 (4.8 out of 5 on TrustPilot from over 95k reviews), which we are keen to maintain and build on. Leading by example, ensuring our customers get great service and our senior leadership are kept abreast of key feedback themes. Success measures will 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:

Responsibilities

• Lead and develop our high-performing customer service team.
• Manage inbound queries across email, phone, live chat & 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.

Qualifications

• Previous experience managing a similar customer service team/help desk type operation.
• Proven ability to lead, motivate, and drive change.
• Strong communication, problem-solving, and multitasking skills.
• Experience with CRM tools (Zoho Desk a plus).
• Passion for delivering exceptional customer experiences.

Company & Benefits

• Jollyes is 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; trusted by customers and colleagues.
• Accredited by Rest Less as an age-inclusive employer; welcomes applications of all ages (16+).
• Pet Sustainability Coalition accreditation; friendly to pets, people and the planet.
• Competitive salary of £28-30k p.a. (depending on experience).
• Benefits: iTrent financial wellbeing package powered by Wagestream, Retail Trust membership, Colleague discounts, wellbeing and medical support, and more.
• Discounts: 30% off Jollyes branded products (20% off other brands in store for pet needs).
• Additional benefits: workplace pension, uniform and on-site parking, enhanced union leave and special leave options.