Customer Service Manager

Customer Service Manager, Jollyes Pets, based Waltham Abbey (Hybrid role). Salary £30-35k p.a. + many benefits.
An exciting time to join an award-winning business with a reputation for outstanding service, in a newly created role leading our customer service agents by example, right at the heart of our mission – to keep our customers and their pets, happy

The Benefits

At Jollyes, we're as passionate about our people as we are about our pets We think our tail-wagging benefits package reflects our appreciation for all that our colleagues do and provides support where it's needed most.

• Competitive salary of £30-35k p.a. (depending on experience)
• iTrent financial wellbeing
  package, powered by Wagestream, enabling access to earnings before pay day plus lots more discounts and savings benefits.
• Retail Trust membership
  – counselling, wellbeing and financial support for the retail industry
• Colleague 'Treats'
  – numerous discounts on up to 800 high street retailers and online service providers from groceries to holidays and cinema trips
• Colleague 'We Care' wellbeing & medical support services
  – online GP, mental health support, get fit programme and much more (including 'Tooth Fairy' dentist on demand).
• 30% off Jollyes branded products
  (and 20% off other brands in store for your pet's needs) with discounts for our groomers and pet clinics too.
• Workplace pension scheme provided by Legal & General
  (contributions EE 3%, ER 5%)
• Free colleague uniform and on-site parking
• Additional paid leave
  for your wedding, new pet coming home and your birthday off
• Enhanced Maternity leave
  – Full pay for first 26 weeks before reverting to SMP for 13 weeks. (or 6 weeks at full pay followed by 33 weeks at SMP if under 2 yrs service)*
• Enhanced Paternity leave
  – partners to receive 4 weeks full pay (or 2 weeks full pay under 2 yrs svc)*
• Top Dog Award scheme
  – colleague nomination scheme to recognise great service and the Jollyes values with a 'Cat nap day' to enjoy a day off on Jollyes, as well as a 'Top Dog' badge and certificate
• Buy/Sell holiday scheme
  – can purchase or sell up to 5 days provided it doesn't take you below the minimum entitlement
• Cycle2Work scheme
  – up to 47% off a new bike & accessories via Halfords
• Care concierge
  supporting colleagues who are carers with access to information, services and benefits
• Alvie health coaching / cancer support
  (specialist nurses, physio's, nutritionists, psychologists…)
• Discounted membership for David Lloyd Clubs
• access to gym, pool, spa, classes, racquet sports, kids clubs and more
• Learning & Development
  for future progression into more senior Support roles - you really can have a great career with Jollyes

This is a full time, hybrid role involving a minimum of 3 x office days per week at our pet-friendly support office in Waltham Abbey (Essex) and up to 2 x days per week from home (or other Jollyes location as preferred hours per week.

The Role – Customer Service Manager

This role sits within our Customer Services team, the digital face and voice of our brand, supporting our e-commerce team and store network. We're a fast paced, pet-focused retailer with a reputation for outstanding service (4.7 out of 5* on TrustPilot from over 98k reviews) which we're keen to maintain and build on. Leading by example, ensuring our customers get great service and our senior leadership are kept abreast of key feedback themes.

Success measures will include customer satisfaction scores, handling time, ticket volume closed and successful implementation of new processes.

A full job description is available on request, but to summarise your key responsibilities:

• Lead and develop our high-performing customer service team.
• Manage inbound queries across email, phone, live chat & social media.
• Collaborate with stores, regional managers, and internal teams to resolve issues.
• Report on KPIs and customer trends to senior leadership with credibility and presentable data.
• Drive process improvements and elevate customer satisfaction.

The Skills – Customer Service Manager

To be successful in this role, you'll need the following skills, experience and qualities:

• Previous experience managing a similar customer service team help desk type operation.
• Proven ability to lead, motivate, and drive change.
• Effective communication, problem-solving, and multitasking skills, including high standards in grammar and spelling for all customer communications.
• Experience with CRM tools (Zoho Desk a plus).
• Passion for delivering exceptional customer experiences.
• Share our values of being: Wise, Focused, Genuine, Eager, Together

About Jollyes Pets

Jollyes are an award-winning UK pet retailer with over 100 stores and over 50 years of pet expertise between our paws. Winners of the Retail Week award for 'Best Retailer 2024' (under £250m t/o), and listed in the Sunday Times 'Best Places to Work' you really can be sure you're joining a great brand and employer, trusted by our customers and our colleagues. Accredited by 'Rest Less' as an age-inclusive employer we welcome applications of all ages (16+), and with our accreditation to the Pet Sustainability Coalition, we're friendly to pets people and the planet too

To Apply:

If you're looking for a career with a company who will truly value you and recognize your contribution with some fantastic rewards and benefits, where you can really make a difference, click to apply today

Respectfully no agencies please