Jobs
-
Assistant Customer Care Manager
As a Assistant Customer Care Manager, you will work closely with the Senior Customer Care Manager, acting both as an ambassador for Lily’s Kitchen in delivering exceptional customer service and also supporting the wider customer care team (retail and trade) to ensure the highest standard of service is provided to our customers.
Equality and Inclusiveness at Lily’s Kitchen:
At Lily’s Kitchen, we want to build and maintain a culture of trust and inclusion, one that empowers people to express every characteristic of their personal identity and experience. We’re committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, colour, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability, you’ll get all the opportunities, respect and support you’d expect from a passionate business that cares about its people (as well as its pets).
We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents and individuals with disabilities to apply. Lily’s Kitchen is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use.
Your place at the Lily’s Kitchen Table:
We love our customers and we want to make sure they receive the right care and attention they deserve.
As a Assistant Customer Care Manager, you will work closely with the Senior Customer Care Manager, acting both as an ambassador for Lily’s Kitchen in delivering exceptional customer service and also supporting the wider customer care team (retail and trade) to ensure the highest standard of service is provided to our customers.
Exceptional service will shine through in everything you do from training, motivating and supporting the team, helping ensure traffic and workload is managed effectively, to handling escalated complaints and ensuring key customer feedback and insight is channelled correctly to help improve our product and service
How will I make a difference?
You will:
- Assist in leading a passionate customer care team who have the Lily’s Kitchen customer at the heart of everything they do
- Understand the business strategy and support the Senior CC Manager in setting a clear direction for the team
- Motivate, engage and maintain team morale by setting goals and targets (objectives)
- Manage team day to day workload through assigning and prioritising tasks, and ensuring all daily tasks are fulfilled by the end of the day
- Handle day to day scheduling with the team
- Develop and implement a regular refresher training programme to include tone of voice, technical and behavioural CC skills
- Work with the Senior CCM to create and implement regular feedback on service quality quality – for calls, emails and social media
- Support the Senior CCM in carrying out mid-year reviews and one to one check ins
- Identifying process improvements to ensure all activity is implemented well and trackable
- Document processes and policies and ensure the team have a clear consistent approach
- Work with third party providers or internal teams
- Deliver KPIs such as call handling, cost management and customer satisfaction as well as various reports to the wider business
- Represent the customer to the wider teams, including new starter inductions and team training
- Handle and provide support to challenging customers - ensure escalated complaints are seen through to resolution
- Manage and resolve customer reviews
- Fulfil the Manager function in the absence of the Senior Customer Care Manager
How will I be successful?
- An expert when it comes to working in a customer facing role you will know what it takes to deliver first class customer service
- Team and people management skills to help direct, support and stretch team members. Ability to adapt style according to the individual
- Set and follow up on objectives and measures with clear brief
- You’re known for your relationship building and be empathetic
- You collaborate on ideas and encourage the team to be active in putting forward their
- Ability to look at the customer care function through a strategic, high level perspective, identifying impact, insight and process improvements needed
- Ability to work cross-functionally, recognising the need to work closely with other stakeholders that impact on the customer experience, i.e. logistics, product development, trade spend etc
- Understanding of budget and where customer care has an impact on this
- Stakeholder management, representing the CC team both internally and externally
- Influencing skills
- Prioritising skills
- Analytical skills to determine and assess performance, KPI’s and metrics
- Ability to work at pace and productively, encouraging the team to act accordingly
- High energy, adaptability, and the ability to present solutions with passion
- Social media experience of using instant and social messaging
- Top notch written communication and grammar skills
- Lily’s Kitchen values will shine through in everything you do
- You’ll be well practiced at using your initiative, have a can-do attitude
- A passion for pets (PFP)
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk