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For Companies At a Glance
- Tasks: Lead a dynamic customer service team and enhance customer satisfaction.
- Company: Join Jollyes Pets, an award-winning pet retailer with a passion for pets and people.
- Benefits: Enjoy competitive salary, wellness support, discounts, and extra leave for special occasions.
- Why this job: Make a real impact in a fast-paced environment while working with fellow pet lovers.
- Qualifications: Experience in managing customer service teams and a passion for exceptional service.
- Other info: Hybrid role with great career progression opportunities and a supportive workplace culture.
The predicted salary is between 24000 - 30000 £ per year.
Overview
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 Benefits
At 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
- 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 more
- 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.
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.
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!
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
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Customer Service Manager employer: Jollyes
Contact Detail:
Jollyes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Get to know Jollyes Pets! Research their values and mission, especially their focus on customer satisfaction and pet care. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. A friendly chat can give you an edge and might even lead to a referral!
✨Tip Number 3
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle difficult customers or improve processes. Jollyes is looking for someone who can lead and inspire, so be ready to showcase your leadership skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Jollyes family. Good luck!
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 experience in managing teams and delivering exceptional customer service, as this is what we’re all about at Jollyes!
Show Your Passion: Let your love for pets shine through in your application! We want to see that you share our values and are genuinely excited about making customers and their furry friends happy.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to see your key achievements and skills that match the role.
Apply Through Our Website: Don’t forget to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Jollyes.
How to prepare for a job interview at Jollyes
✨Know Your Stuff
Before the interview, make sure you’re familiar with Jollyes Pets and their mission. Understand their customer service values and be ready to discuss how your experience aligns with their focus on delivering exceptional customer experiences.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to lead by example. Prepare examples of how you've successfully managed teams in the past, highlighting your ability to motivate and drive change. Be ready to discuss specific situations where you improved team performance or customer satisfaction.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle customer queries across various channels. Think of scenarios where you resolved conflicts or improved processes, and be prepared to explain your thought process and the outcomes.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team dynamics, the tools they use (like Zoho Desk), or how they measure success in customer satisfaction. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
