Customer Service Manager 

Location: Okehampton, Devon.

Hours: Flexible working (8am-4pm/9am-5pm/10am-6pm) Mon-Fri

Salary: Dependant on experience

Holiday: 23 days + Bank Holidays

Reporting into: Marketing Manager - Customer

 

Role Summary

 

It’s an exciting time to join the Forthglade family as we continue to grow our business in our state-of-the-art factory in Okehampton.

We’ve been proudly producing 100% natural pet food in Devon since 1971, and things have changed a lot since then. Today we produce more than 750,000 trays of food for dogs every week, but one thing remains the same; customers remain at the heart of what we do.

This is a vital role leading our Customer Service team into a new chapter in Forthglade’s journey, having seen very fast growth of the business over the last 7 years, we have big plans for the future. This role will be key to ensuring that our Customer Service team remains at the heart of the business and that the team continue to provide the outstanding level of service our customers have come to expect from us.

 

Role specifics

Main duties & responsibilities

 

        • Report on the overall performance of the Customer Service function within the business on a regular basis and including at board level
        • Regular forecasting of resource requirements in line with plans to grow online sales and planned marketing activity
        • Responsible for leading recruitment and growth of the Customer Service function in line with business growth plans
        • Responsible for devising and implementing the team and individual KPIs needed to support our Customer Service function
        • Work with other areas of the business to understand strategic plans and activities that could impact our customers and customer service teams – ensuring that any direct risks are mitigated through collaboration and joint forward planning
        • Responsible for ensuring that the Customer Service team has the correct systems in place to support a high-performing, multi-channel customer service function
        • Responsible for streamlining processes within the team ensuring that the quality of work remains outstanding and our customers continue to experience a warm Forthglade approach at all times
        • Celebrate our Customer Service achievements through relevant accolades and highlight any accolades to our customers.
        • Management of direct reports including team leader(s) & training leader to ensure that the day to day management of the team happens as succinctly as possible.
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Person Specification

Knowledge & experience

 

  • A minimum of 3 years experience in a multi-channel Customer Service management role
  • Excellent understanding and ability to use Excel & Powerpoint
  • Excellent numeracy and literacy skills
  • Ability to communicate effectively with team members and colleagues at all levels
  • Ability to prioritise and manage own time effectively
  • Must be trustworthy, reliable and punctual
  • Experience with Shopify platform (desirable)

 

 

If you're interested in applying, please send a copy of your CV along with a cover letter to jointheteam@forthglade.com

 

We'll get in touch as soon as we can if we'd be interested in finding out more about you & your experience.