Job Description

Beards & Daisies is one of the UK's largest house plant retailers, with our nursery and offices based just outside Chelmsford, Essex.

As we continue to grow (pardon the pun) and expand, we are always looking for bright, shiny, and talented people to join the Plant Folk team.

We have an exciting opportunity for an experienced Customer Services Manager to join our fast-growing business.

The Customer Services Manager is responsible for leading and improving the customer support operations of a company. They oversee customer service teams, develop strategies to enhance customer satisfaction, resolve escalated issues, and ensure excellent service delivery in line with company standards and goals.

Please note that as we are quite remote, own transport is essential.

Key Responsibilities:

Team Leadership & Management

Lead, train, and mentor existing customer services team. Monitor team performance and provide feedback to improve service quality. Organize regular training to ensure team members are updated on product knowledge and customer service best practices.

Customer Satisfaction

Develop and implement customer service policies and procedures. Handle escalated customer complaints and complex service issues. Monitor customer feedback and suggest improvements to products/services based on trends.

Operational Excellence

Manage daily operations of the customer service department. Set performance goals and metrics (KPIs), such as response time, resolution rate, and customer satisfaction score (CSAT). Oversee the use of customer service tools and systems (e.g., Gorgias, WMS, Trustpilot, etc.)

Collaboration

Work with sales, marketing, product, and operations teams to improve the customer journey. Communicate insights and feedback from customers to relevant departments.

Reporting & Analysis

Prepare regular reports on service metrics and team performance. Analyse customer data and trends to inform decision-making.

Qualifications:

3-5+ years of experience in customer service, with at least 2 years in a managerial role. Proficiency with customer service software (e.g., Gorgias, Monday, etc). Proficiency with other office based systems (Outlook, Excel, Powerpoint, etc.) and Google (Sheets, Slides etc.) Strong leadership, communication, and interpersonal skills. Ability to remain calm under pressure and handle difficult situations with professionalism. Analytical and problem-solving skills. Pleasant telephone manner with a warm and customer centric approach.

Working Conditions:

Office based in Chelmsford, Essex. Will require own transport and clean UK driving license. Monday to Friday, 8.30 - 5.30 / 1 hour lunch
Will require occasional evening or weekend shifts during peak times

Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Benefits:

Canteen Casual dress Company events Discounted or free food Employee discount Free parking On-site parking
Application question(s):

Reliably commute with own transport
Experience:

Team management: 2 years (required)
Work Location: In person