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- Tasks: Lead a team to deliver top-notch customer service and improve logistics.
- Company: Join Ecotone, a leader in organic brands like Clipper Teas and Kallo.
- Benefits: Enjoy a competitive salary, private healthcare, bonuses, and more perks.
- Why this job: Be part of a mission-driven company focused on sustainability and customer satisfaction.
- Qualifications: 5+ years in customer service with leadership experience required.
- Other info: Help shape the future of Fairtrade and make a real impact.
The predicted salary is between 36000 - 60000 £ per year.
Are you passionate about Customer Services? Would you like to join a successful business which has a portfolio of fabulous organic and natural brands - Clipper Teas, Kallo and Mrs Crimble’s, with a purpose to be a force for good, protecting and nurturing our biodiversity? Ecotone is looking to recruit a Customer Services Manager who will lead a small team focused on making the customer experience the best in class.
As our Customer Services Manager, you will be responsible for:
- Leading the customer services strategy and activities; motivating a high-performing team to deliver a consistent customer service level of +98.
- Supporting customer service and logistics teams to deliver ‘on target’ service metrics and find ways to continually improve.
- Liaising with key functions including commercial, finance, and supply chain planning to ensure customer service and activities are integrated with other parts of the business and aligned with the overall objectives.
- Monitoring performance of all service and logistics activities: maintaining a range of KPIs and measurement against these to ensure the highest level of performance and minimising service or cost risk.
- Reviewing service and logistics policies, procedures and activities to maximise the efficiency, reliability, timeliness and cost effectiveness of the end-to-end supply chain.
- Building reports that raise awareness of service level gaps and conducting service reviews.
- Maintaining compliance with all regulatory requirements and ethical standards.
- Identifying risks, opportunities, constraints with plans and identifying/initiating solutions.
- Evolving service and incident management processes and procedures and acting as an advocate to ensure they have traction and are followed.
- Defining & embedding joint Supply Chain plans with key accounts.
- Supporting the Supply Chain Director in long term strategic projects in Customer Service and Logistics.
We’re looking for someone who has:
- A minimum of 5+ years’ customer services experience with at least one as a leader of a team who has an outstanding track record of success.
- FMCG, blue-chip and small company experience.
- Proven experience of building strong retailer and supplier relationships and networks.
- Man-management and team-building experience.
- Good project management skills with great attention to detail.
We were the first ever Fairtrade Tea company (we helped write the Fairtrade standards 30 years ago) and we are still the biggest fairtrade tea brand globally. And you’ll get a solid rewards package – salary, private healthcare, a target-based bonus, pension - and a bunch of other benefits.
Complaints and Customer Service Manager employer: Ecotone
Contact Detail:
Ecotone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Customer Service Manager
✨Tip Number 1
Familiarise yourself with Ecotone's brands and values. Understanding their commitment to sustainability and biodiversity will help you align your responses during interviews, showcasing your passion for customer service in a way that resonates with their mission.
✨Tip Number 2
Network with current or former employees of Ecotone on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage in your discussions.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your leadership skills and success in customer service. Be ready to discuss how you've motivated teams and improved service metrics, as these are key aspects of the role.
✨Tip Number 4
Stay updated on industry trends in customer service and logistics, particularly within the FMCG sector. Being knowledgeable about current challenges and innovations will allow you to contribute meaningfully to discussions during the interview process.
We think you need these skills to ace Complaints and Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer service and team leadership. Focus on your achievements, especially those that demonstrate your ability to improve customer satisfaction and manage a team effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and the brands Ecotone represents. Mention specific examples of how you've successfully led teams and improved service metrics in previous roles.
Highlight Relevant Skills: Emphasise your project management skills and attention to detail. Discuss your experience with KPIs and how you've used data to drive improvements in customer service and logistics.
Showcase Your Industry Knowledge: Demonstrate your understanding of the FMCG sector and the importance of building strong relationships with retailers and suppliers. Mention any relevant experience you have in this area to strengthen your application.
How to prepare for a job interview at Ecotone
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've gone above and beyond to enhance customer experiences in your previous roles.
✨Demonstrate Leadership Skills
As a Complaints and Customer Service Manager, you'll need to lead a team effectively. Be prepared to discuss your leadership style and provide examples of how you've motivated teams to achieve high performance in the past.
✨Highlight Your Experience with KPIs
Since monitoring performance metrics is crucial for this role, be ready to talk about your experience with KPIs. Discuss how you've used data to drive improvements in customer service and logistics.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of situations where you've identified risks or opportunities in customer service and how you implemented solutions to address them.
