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- Tasks: Lead a team to manage customer queries and ensure satisfaction across various platforms.
- Company: Join Mackle Petfoods, a leader in premium pet food brands with a commitment to quality and sustainability.
- Benefits: Enjoy perks like a company pension, free parking, health insurance, and career progression opportunities.
- Why this job: Be part of a customer-centric culture that values care, integrity, and continuous improvement.
- Qualifications: 2-3 years in customer service, 5 GCSEs including English & Maths, and strong communication skills required.
- Other info: Full-time role, Monday to Friday, with occasional travel for events.
The predicted salary is between 28800 - 43200 £ per year.
Mackle Petfoods is a proud owner of premium pet food brands, including Brandy, Cat Club, Naturo, and Norsh, supplied through multi-channels across local, national, and international markets. We are also proud to manufacture a wide range of private label brands. We are seeking a dedicated and customer-focused Customer Service Supervisor to join our team. In this role, you will be responsible for professionally managing all customer queries, orders, and complaints from retailers, distributors, and consumers through telephone, email, and social media platforms. You will play a key role in delivering exceptional customer service and ensuring complete customer satisfaction, all while upholding our company policies and brand values. If you are passionate about providing outstanding support and contributing to a customer-centric environment, we would love to hear from you! Main Responsibilities: The successful candidate should fulfil the following criteria: Live the company values care, integrity, quality, innovation and sustainability. Promote a culture of performance and continuous learning and improvement within the Customer Service Function. Gain an awareness of cross functional departments within the business to build product and processing knowledge. Build a strong, in-depth foundation of knowledge for all company brands and products. Oversee the handling of all enquiries received via communication methods including but not limited to online / telephone / social media, relating to products, complaints and orders etc. ensuring each customer receives a satisfactory response and all complaints are captured for investigation and trending. Develop, implement and manage the creation of a customer database / CRM system to capture enquiries, to help trend and report positive and negative feedback from customers. Responsible for the complaints database, capturing all customer and retailer complaints. Help lead the continuous improvement of the company through collaboration with other departments and escalating reoccurring trends to senior management to ensure the root cause is identified and a solution implemented to reduce / eliminate the issue. Reporting potential issues or challenges to the Board of Directors in a proactive manner. Analyse and identify frequent enquiries and advise how to improve the companys external communications to help educate the consumer which will result in a reduction of enquiries. Processing of online and telephone orders to the logistics team. Continuously evaluate Customer Services process with the aim to enhance the customer experience along every step of their purchase journey. Attendance at consumer shows to represent the company and brands. Other duties, within reason, as and when required. PERSON SPECIFICATION Knowledge Essential; 2-3 years experience in a customer facing role. 5 GCSEs, inc. English & Maths Desirable; Degree Level Education Relevant Experience Essential; Intermediate level of use in PC applications (Microsoft Word, Excel & Power Point Desirable; FMCG experience Experience or confidence working with e-commerce systems such as Shopify and logistics systems. Experience managing a customer services team/department. Skills & Competencies Essential; Excellent attention to detail and accuracy Very good communication skills; both verbal & written (English Language) – Polite but firm Confident handling difficult situations Patient, remain calm under pressure. Excellent organisational skills Ability to prioritise and meet deadlines. Reliable Good time management Must be able to work on their own initiative. Ability to work within a team Desirable; Ability to pick up and assimilate information quickly and easily. Strong multitasking skills Circumstances Essential; Able to work full-time hours: Monday to Friday, 9am to 5pm, on-site, at Mackle Petfoods sites. Occasionally, additional hours may be required to meet deadlines. Available to travel on limited occasions (i.e. support for exhibitions), including weekends for events. Clean Driving License Skills: Administration Customer Service Customer complaints Customer Service Managing customer service Manage customer service Benefits: Company Pension Free Parking Health Insurance / Health Cash Plan Career Progression Supported Training
Customer Service Supervisor employer: John Mackle Ltd
Contact Detail:
John Mackle Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Supervisor
✨Tip Number 1
Familiarize yourself with Mackle Petfoods' brands and products. Understanding the unique selling points of Brandy, Cat Club, Naturo, and Norsh will help you engage with customers more effectively and demonstrate your commitment to the company's values.
✨Tip Number 2
Showcase your experience in managing customer service teams. Highlight any specific examples where you've improved processes or resolved complex customer issues, as this aligns with the role's focus on continuous improvement and customer satisfaction.
✨Tip Number 3
Prepare to discuss your familiarity with CRM systems and e-commerce platforms like Shopify. Being able to articulate how you've used these tools in previous roles will demonstrate your readiness to manage customer inquiries and orders efficiently.
✨Tip Number 4
Emphasize your communication skills, especially in handling difficult situations. Provide examples of how you've maintained professionalism and patience under pressure, as this is crucial for a Customer Service Supervisor role.
We think you need these skills to ace Customer Service Supervisor
Some tips for your application 🫡
Understand the Company Values: Before applying, familiarize yourself with Mackle Petfoods' core values: care, integrity, quality, innovation, and sustainability. Reflect these values in your application to show that you align with their mission.
Highlight Relevant Experience: Make sure to emphasize your 2-3 years of experience in customer-facing roles. Include specific examples of how you've managed customer queries, complaints, and orders effectively.
Showcase Your Skills: Detail your communication skills, attention to detail, and ability to handle difficult situations. Provide examples of how you've demonstrated these skills in previous roles, especially in a customer service context.
Tailor Your Application: Customize your CV and cover letter to reflect the job description. Mention your familiarity with e-commerce systems like Shopify and any experience managing a customer service team, as these are desirable qualifications for the role.
How to prepare for a job interview at John Mackle Ltd
✨Show Your Customer-Centric Mindset
Make sure to highlight your passion for customer service during the interview. Share specific examples of how you've gone above and beyond to ensure customer satisfaction in previous roles.
✨Demonstrate Your Problem-Solving Skills
Prepare to discuss challenging situations you've faced in customer service and how you resolved them. This will showcase your ability to handle difficult situations calmly and effectively.
✨Familiarize Yourself with the Brands
Research Mackle Petfoods and its brands thoroughly before the interview. Understanding their products and values will help you align your answers with the company's mission and demonstrate your genuine interest.
✨Emphasize Team Collaboration
Since the role involves working with various departments, be ready to talk about your experience in team settings. Highlight instances where you've collaborated with others to improve processes or resolve issues.
