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For Companies At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and improve operational efficiency.
- Company: Join Nkuku, a brand committed to natural, ethical, and crafted values.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in customer service and team management, with strong communication skills.
- Other info: Embrace a positive work environment that values respect and inclusivity.
The predicted salary is between 35000 - 45000 £ per year.
This job is brought to you by Jobs/Redefined, the UK’s leading over-50s age inclusive jobs board. As Customer Care Manager, you’ll ensure the needs of both our DTC and B2B customers are met and exceeded. Your purpose is to deliver and champion service excellence: developing our customer care strategy, building operational best practices, setting and monitoring KPIs, and coaching a lean but powerful team of Customer Advisors. You will inspire, motivate, and elevate the team through thoughtful leadership; improve efficiency at a macro level; and ensure our customer experience reflects Nkuku’s values of Natural, Ethical and Crafted.
Responsibilities
- Leadership & Customer Experience
- Lead, inspire and manage a lean but high-performing team of Customer Advisors across DTC and B2B.
- Ensure efficient resolution of customer queries while maintaining SLA compliance across all channels.
- Work directly on complex or high-impact customer tickets, using your expertise where it makes the greatest difference.
- Deliver consistently high customer satisfaction at every touchpoint, embodying a customer-first mindset.
- Investigate and resolve escalated customer issues, coordinating cross-functionally and managing major incidents effectively.
- Conduct regular team and individual meetings, fostering development, cohesion and a strong team ethos.
- Operational Excellence
- Continuously identify opportunities to improve team efficiency, process quality, and customer outcomes.
- Monitor and analyse KPIs using tools such as Zendesk (or similar CX platform), Shopify & Khaos Control (ERP) - or similar platforms.
- Build and implement service improvements that enhance operational excellence, consistency, and scalability.
- Uphold and optimise customer service procedures, policies, and standards.
- Oversee and adhere to company-wide operational processes, ensuring alignment with broader business practices.
- Maintain strong relationships with operations, ensuring a seamless customer journey from order to delivery.
- Team Development & Culture
- Train, coach and develop team members, nurturing strengths and adapting to evolving business needs.
- Support a culture where learning, training and skill-building are embedded in the everyday.
- Recruit, onboard and train temporary and permanent team members as required.
- Promote and model Nkuku's core values: Natural, Ethical, Crafted - ensuring they’re reflected in team behaviour and decision-making.
- Build a stable, motivated team that feels connected, empowered and aligned with our brand ethos.
- Conduct reviews, training sessions and performance check-ins in line with company policy.
- Create a positive, respectful and inclusive working environment, upholding our zero-tolerance stance on bullying, harassment and discrimination.
- Finance
- Manage departmental costs, identifying opportunities to drive efficiency without compromising quality or service.
- Maintain understanding of P&L and budget performance, contributing to commercial outcomes through operational decisions.
- Ensure controllable costs are monitored and managed effectively.
- Demonstrate proficiency in Excel for reporting, forecasting and analysis.
- Health & Safety
- Maintain a safe and healthy work environment, ensuring compliance with H&S, Risk Assessments, COSHH and fire regulations.
- Ensure swift response to any H&S shortfalls or risks for customers and team members.
- Social & Brand Representation
- Maintain a positive, friendly, honest and professional approach at all times.
- Champion Nkuku's ethical and eco-friendly standards in daily practices.
- Project a favourable image of Nkuku internally and externally, supporting our vision and customer promise.
Profile
- Proven experience delivering outstanding customer service in a fast paced environment across DTC and/or B2B channels.
- Experience managing and developing a customer facing team, ideally within a retail, lifestyle or e-commerce setting.
- Hands-on experience with Zendesk or similar CX platforms, with confidence using data to guide decisions.
- A natural ability to inspire, motivate and uplift teams, leading by example and championing our customer first ethos.
- Strong operational mindset, with experience improving service processes, workflows and ways of working.
- Ability to support resource planning and forecasting, ensuring the right coverage to meet customer demand while maintaining a lean, efficient team.
- Excellent organisation and time management skills, with the ability to balance multiple priorities.
- Strong administrative skills and high IT literacy.
- Exceptional communication skills, combining clarity with a calm, empathetic approach.
- Ability to thrive under pressure, adapt quickly to change and maintain high standards.
- A positive, can-do attitude with openness to feedback and continuous improvement.
- Reliable, punctual, and committed to representing Nkuku's values of ethical craftsmanship, care and integrity.
Customer Care Manager in Totnes employer: Beta
Contact Detail:
Beta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager in Totnes
✨Tip Number 1
Network like a pro! Reach out to your connections and let them know you're on the hunt for a Customer Care Manager role. You never know who might have the inside scoop on an opportunity that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Since Nkuku champions Natural, Ethical, and Crafted principles, think about how your experience aligns with these values and be ready to share examples.
✨Tip Number 3
Practice your answers to common interview questions, especially those around leadership and customer service. We want to hear how you've inspired teams and improved customer experiences in the past!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Care Manager in Totnes
Some tips for your application 🫡
Show Your Passion for Customer Care: When writing your application, let us see your enthusiasm for customer service shine through! Share specific examples of how you've gone above and beyond to meet customer needs, as this will resonate with our commitment to service excellence.
Tailor Your Application: Make sure to customise your application to reflect the job description. Highlight your experience in managing teams and improving customer service processes, as these are key aspects of the Customer Care Manager role we’re looking to fill.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and structure your thoughts logically. This not only makes it easier for us to read but also showcases your strong communication skills, which are essential for this role.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application reaches us quickly and allows you to easily track your application status. Plus, it’s a great way to show your interest in being part of our team!
How to prepare for a job interview at Beta
✨Know Your Customer Care Inside Out
Before the interview, dive deep into customer care strategies and best practices. Familiarise yourself with common tools like Zendesk and how they can enhance customer experience. Being able to discuss specific examples of how you've improved service processes will show your expertise.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you inspire teams. Think of examples where you've motivated a team or resolved conflicts effectively. Highlighting your ability to foster a positive team culture will resonate well with the interviewers.
✨Demonstrate Data-Driven Decision Making
Be ready to discuss how you've used data to monitor KPIs and improve customer outcomes. Bring examples of how you've analysed performance metrics in previous roles and the impact those insights had on operational excellence.
✨Embody the Brand Values
Research Nkuku's values of Natural, Ethical, and Crafted, and think about how you can reflect these in your answers. Share personal anecdotes that align with these values, showing that you're not just a fit for the role but also for the company culture.