Customer Service Manager

Jollyes Pets; Epping Forest; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A leading UK pet retailer in Waltham Abbey is seeking a Customer Service Manager to lead their customer service team. This hybrid role, offering a competitive salary of GBP30-35k, includes managing queries across multiple channels and improving customer satisfaction. Ideal candidates will have strong leadership skills and experience in customer service. This is an opportunity to join an award-winning pet-focused company committed to outstanding service.

Benefits

Competitive salary

Financial wellbeing package

Colleague 'Treats' discounts

Enhanced Maternity and Paternity leave

30% off Jollyes branded products

Workplace pension scheme

Learning & Development opportunities

Qualifications

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

Responsibilities

• Lead and develop our high-performing customer service team.
• Manage inbound queries across email, phone, live chat & social media.
• Report on KPIs and customer trends to senior leadership.

Skills

Managing customer service teams

Effective communication

Problem-solving

Experience with CRM tools

Multitasking skills

Tools

CRM tools (Zoho Desk)

Job description

Customer Service Manager, Jollyes Pets, based Waltham Abbey (Hybrid role). Salary GBP30-35 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, right at the heart of our mission - to keep our customers and their pets, happy!

The Benefits

At Jollyes, we're as passionate about our people as we are about our pets! We think our tail-wagging benefits package reflects our appreciation for all that our colleagues do and provides support where it's needed most.

• Competitive salary of GBP30-35 k p.a. (depending on experience)
• iTrent financial wellbeing package, powered by Wagestream, enabling access to earnings before pay day plus lots more discounts and savings benefits.
• Retail Trust membership - counselling, wellbeing and financial support for the retail industry
• Colleague 'Treats' - numerous discounts on up to 800 high street retailers and online service providers from groceries to holidays and cinema trips
• Colleague 'We Care' wellbeing & medical support services - online GP, mental health support, get fit programme and much more (including 'Tooth Fairy' dentist on demand).
• 30% off Jollyes branded products (and 20% off other brands in store for your pet's needs!) with discounts for our groomers and pet clinics too.
• Workplace pension scheme provided by Legal & General (contributions EE 3%, ER 5%)
• Free colleague uniform and on-site parking
• Additional paid leave for your wedding, new pet coming home and your birthday off!
• Enhanced Maternity leave - Full pay for first 26 weeks before reverting to SMP for 13 weeks. (or 6 weeks at full pay followed by 33 weeks at SMP if under 2 yrs service)
• Enhanced Paternity leave - partners to receive 4 weeks full pay (or 2 weeks full pay under 2 yrs svc)
• Top Dog Award scheme - colleague nomination scheme to recognise great service and the Jollyes values with a 'Cat nap day' to enjoy a day off on Jollyes, as well as a 'Top Dog' badge and certificate
• Buy/Sell holiday scheme - can purchase or sell up to 5 days provided it doesn't take you below the minimum entitlement!
• Cycle2Work scheme - up to 47% off a new bike & accessories via Halfords
• Care concierge supporting colleagues who are carers with access to information, services and benefits
• Alvie health coaching / cancer support (specialist nurses, physio's, nutritionists, psychologists )
• Discounted membership for David Lloyd Clubs - access to gym, pool, spa, classes, racquet sports, kids clubs and more
• Learning & Development for future progression into more senior Support roles - you really can have a great career with Jollyes!

This is a full time, hybrid role involving a minimum of 3 x office days per week at our pet-friendly support office in Waltham Abbey (Essex) and up to 2 x days per week from home (or other Jollyes location as preferred). 37.5 hours per week.

The 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're a fast paced, pet-focused retailer with a reputation for outstanding service (4.7 out of 5 on TrustPilot from over 98k reviews) which we're 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:

• 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 with credibility and presentable data.
• Drive process improvements and elevate customer satisfaction.

The Skills - Customer Service Manager

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

• Previous experience managing a similar customer service team help desk type operation.
• Proven ability to lead, motivate, and drive change.
• Effective communication, problem-solving, and multitasking skills, including high standards in grammar and spelling for all customer communications.
• Experience with CRM tools (Zoho Desk 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 between our paws. Winners of the Retail Week award for 'Best Retailer 2024' (under GBP250m t/o), and listed in the Sunday Times 'Best Places to Work' you really can be sure you're joining a great brand and employer, trusted by our customers and our colleagues. Accredited by 'Rest Less' as an age-inclusive employer we welcome applications of all ages (16+), and with our accreditation to the Pet Sustainability Coalition, we're friendly to pets people and our planet too!

To Apply:

If you're looking for a career with a company who will truly value you and recognize your contribution with some fantastic rewards and benefits, where you can really make a difference, click to apply today!

Respectfully no agencies please