Head of Customer Services

3 days ago


Cirencester, United Kingdom Rave Coffee Full time

RAVE is a Cirencester-based coffee roaster supplying the UK with freshly roasted beans. We source green beans from around the world and fresh roast and ship them daily to our customers.

This is a hybrid role, mixing hands-on tactical front line duties, with a strategic view of RAVE customer services with the view to help the business grow.

**Some key responsibilities of this role are;**
- Leadership of the Customer Services Team. Providing support and coaching to a well-established team, ensuring processes are clear and free of obstacles to further enhance the ability to make our customers have a better experience
- Processing all e-commerce customer orders and any related operational tasks
- Manage the backend customer services processing, including replacements and returns
- Analyse feedback channels and customer experience through various channels and respond to customer reviews (such as Feefo, Google, Amazon & Trust Pilot etc)
- Responsible for Customer Service KPIs and ensuring performance is of the highest quality. You will also be comfortable with converting your own departmental KPIs into creating tasks and targets for your team.
- Maintain effective relationships with other departments and third parties to ensure the effective delivery of services. Working closely with your peers in Operations, Marketing, Finance, HR and with the Chief of Staff to ensure the business runs smoothly.
- Identifying opportunities to improve the customer experience
- Providing concise and insightful reporting to the board of directors, using data to explain your reasoning and decision making
- Being comfortable with covering broader topics than just customer service. We are a small business, and sometimes need to jump in and support other points of the business when they need help.

**Requirements**:

- 1-3 years experience in leading an online customer service or customer facing team or other relevant experience
- Experience in e-commerce platforms (such as Shopify, Linnworks) or CRM software (such as Reamaze, Zendesk, Gorgias) would be an advantage
- Excellent written and verbal communication skills
- Proactive and positive attitude to work
- Good organisational skills, excellent attention to detail and ability to multitask
- Tech-savvy with good all round computer skills - and like to look for the latest and most exciting new technologies
- Self-starter, enthusiastic and results driven. Can work under their own initiative, and not require much input from their line manager
- Experience within the coffee industry or a passion for coffee

**Job Types**: Full-time, Permanent

**Salary**: £27,500.00-£34,500.00 per year

Schedule:

- 8 hour shift
- Weekend availability

Ability to commute/relocate:

- Cirencester, GL7 1YG: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 1 year (preferred)


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