Maternity Cover – Customer Service Leader

 

It’s an exciting to join the Forthglade family - We’ve been proudly producing natural pet food in Devon since 1971, and things have changed a lot since then. Today we produce more than 500,000 trays of food for dogs every week, but one thing remains the same; our customers remain at the heart of what we do.

 

We’re looking for a customer service star to join our team and help manage our omni-channel customer service function for a period of 12 months Maternity Leave, with the potential to stay on within the company after this temporary contract has expired.

 

We’re lucky enough that we don’t receive many complaints about our products, however, this person will be involved in resolving all complaints that come into the business – so resilience and a positive approach are a must!

 

 

Role specifics

 

 

        • Act as a point of escalation & gatekeeper for customer service agents in relation to customer complaints & complex queries
        • Liaise with internal teams & 3rd party suppliers including technical, quality & factory production teams to resolve customer queries & complaints
        • Support the launch of new products and changes to existing products to the wider business and customer service team through ahead-of-time briefs, Q&A’s and factsheets
        • Take ownership for ensuring that internal customer Service reference information is kept up to date for use by the wider customer service function
        • Act as a customer service champion within the business, always looking to put the customer first and provide a ‘customer focus’ as needed
        • Support the marketing team as needed to resolve any customer queries/complaints that may arise across our social media platforms
        • Ensure all relevant reporting is completed and shared with internal teams as necessary
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    • Within the role you will be expected to take charge of maintaining the Customer Service KPI’s these include:
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    • Abandoned call rate
    • First point resolution
    • Customer satisfaction rating
    • SLA’s response times for queries according to priority
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  • Please note that this list is not exhaustive & the successful applicant may have to undertake other tasks as required.
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Person Specification

Experience

 

  • Strong track record working within a customer service background ideally at a team leader level
  • Experience of managing others in a fast-paced environment
  • Experience in dealing with escalations & complaints necessary

 

Skills

 

  • Strong written & verbal communication skills necessary
  • Proficient with Microsoft office (Excel, Word & PowerPoint)
  • Able to use own initiative to resolve queries & issues
  • Strong ability to build relationships with individuals at all levels within the business

 

Personal attributes

 

  • Passionate about customer care
  • An outgoing personality with a positive approach to resolving issues
  • A good team player who is also self-motivated and happy to work on their own
  • A flexible approach to the role and how it may develop over time
  • Knows when to ask for help when it’s needed
  • Being a pet owner would be advantageous
  • Enjoy being the company nerd – fantastic product knowledge is a must for this role!

 

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.