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- Tasks: Lead a passionate customer service team and ensure top-notch support for pet lovers.
- Company: Join Jollyes Pets, an award-winning retailer with a heart for pets and people.
- Benefits: Enjoy a competitive salary, wellness perks, and discounts on pet products.
- Why this job: Make a real impact in a fun, pet-friendly environment while growing your career.
- Qualifications: Experience in managing customer service teams and a passion for exceptional service.
- Other info: Hybrid role with great opportunities for personal and professional development.
The predicted salary is between 24000 - 30000 £ per year.
Job Description
Customer Service Manager, Jollyes Pets, based Waltham Abbey (Hybrid role). Salary £28-30 k 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 BenefitsAt 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 £28-30k 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! Â
- 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 moreÂ
- 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). 37.5 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 (4.8 out of 5 on TrustPilot from over 95k 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. Â
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.
- Drive process improvements and elevate customer satisfaction.Â
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.
- Strong communication, problem-solving, and multitasking skills.
- 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!Â
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
Customer Service Manager employer: Jollyes Pets
Contact Detail:
Jollyes Pets Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Service Manager role at Jollyes. You never know who might have the inside scoop or can put in a good word for you!
✨Tip Number 2
Prepare for that interview! Research Jollyes, their values, and what makes them tick. Think about how your experience aligns with their mission to keep customers and pets happy. Show them you’re not just another candidate, but the perfect fit!
✨Tip Number 3
Practice your answers to common interview questions. Focus on your leadership style and how you've driven change in previous roles. Use specific examples that highlight your problem-solving skills and ability to motivate a team.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’d be an awesome addition to the Jollyes team!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Manager role. Highlight your relevant experience and skills that match what we're looking for, like leading teams and delivering exceptional customer service.
Show Your Passion: Let your love for pets shine through in your application! We want to see your enthusiasm for both customer service and our furry friends, so don’t hold back on sharing why you’re excited about this role at Jollyes.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and structure your thoughts well, so we can easily see how you fit into our team and what you bring to the table.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the details you need about the role there!
How to prepare for a job interview at Jollyes Pets
✨Know Your Stuff
Before the interview, make sure you understand Jollyes' mission and values. Familiarise yourself with their customer service approach and recent achievements. This will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to lead by example. Prepare examples from your past experiences where you've successfully motivated a team or implemented changes that improved customer satisfaction. Be ready to discuss how you can bring that same energy to Jollyes.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills. Think of specific scenarios where you handled difficult customer interactions or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Ask about the team dynamics, how success is measured in the role, or what challenges the customer service team currently faces. This shows your genuine interest in the position and the company.