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- Tasks: Lead a team to deliver top-notch customer service and improve service metrics.
- Company: Join Ecotone, a leader in organic brands like Clipper Teas and Kallo, committed to sustainability.
- Benefits: Enjoy a competitive salary, private healthcare, bonuses, pension, and more perks.
- Why this job: Be part of a purpose-driven company making a positive impact on biodiversity.
- Qualifications: 5+ years in customer service with leadership experience; FMCG background preferred.
- Other info: Help shape the future of customer service in a pioneering Fairtrade company.
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.
Customer Service Manager - Complaints employer: Ecotone
Contact Detail:
Ecotone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - Complaints
✨Tip Number 1
Familiarise yourself with Ecotone's brands and values, especially their commitment to sustainability and biodiversity. This knowledge will help you demonstrate your alignment with their mission during interviews.
✨Tip Number 2
Network with professionals in the FMCG sector, particularly those with experience in customer service management. Engaging with industry peers can provide insights and potentially lead to referrals.
✨Tip Number 3
Prepare specific examples of how you've successfully led teams and improved customer service metrics in your previous roles. Being able to share quantifiable achievements will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends in customer service and logistics within the FMCG industry. Showing that you're knowledgeable about current challenges and innovations can impress hiring managers.
We think you need these skills to ace Customer Service Manager - Complaints
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer service management, particularly any leadership roles. Emphasise your achievements in improving customer satisfaction and team performance.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and aligns with Ecotone's values. Mention specific examples of how you've successfully led teams and improved service metrics in previous roles.
Highlight Relevant Skills: In your application, focus on key skills such as project management, team building, and relationship management. Use concrete examples to demonstrate how these skills have contributed to your past successes.
Showcase Your Knowledge of the Company: Research Ecotone and its brands like Clipper Teas and Kallo. Mention your understanding of their commitment to sustainability and how you can contribute to their mission of being a force for good in 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, especially in a leadership capacity.
✨Demonstrate Team Leadership Skills
Prepare to discuss your experience in managing teams. Highlight your approach to motivating and developing team members, and provide examples of how you've successfully led a team to achieve high performance in customer service.
✨Understand the Company’s Values
Familiarise yourself with Ecotone's commitment to sustainability and ethical practices. Be ready to discuss how your values align with theirs and how you can contribute to their mission of being a force for good.
✨Prepare for KPI Discussions
Since the role involves monitoring performance metrics, be prepared to talk about your experience with KPIs. Discuss how you've used data to drive improvements in customer service and logistics, and be ready to suggest potential metrics that could benefit the company.
