At a Glance
- Tasks: Manage customer orders and ensure timely delivery while solving operational challenges.
- Company: Join a purpose-driven consumer goods business focused on eco-friendly products.
- Benefits: Competitive salary, hybrid work model, and a supportive team environment.
- Other info: Exciting opportunity for career growth in a dynamic, fast-paced environment.
- Why this job: Make a real impact in customer service and operations within a passionate team.
- Qualifications: Experience in operations or customer service, strong communication, and problem-solving skills.
The predicted salary is between 35000 - 40000 £ per year.
Kenny Recruit are partnering with an innovative, purpose-driven consumer goods business to find an
Outbound Operations and Customer Service Manager to join their team on a
12-month fixed-term contract to cover maternity leave.
Our client is on a mission to build a harmless and environmentally friendly range of household products.
With products available through major UK retailers and a growing customer base, this is an exciting opportunity to join a close-knit team that is passionate about delivering high-quality products and exceptional customer service.
Salary
Location
London Bridge, London (Hybrid – 2 days office based, 3 days working from home)
Contract
- Full-Time, 12-month Fixed-Term Contract (Maternity Cover)
- Working Hours : Monday to Friday, 9:00am – 5:30pm
As the Outbound Operations and Customer Service Manager, you will be responsible for ensuring customer orders are fulfilled accurately and on time, acting as the key link between customers, the warehouse, commercial team and finance function.
You will manage the end-to-end order fulfilment process, resolve operational issues quickly and support continuous improvement across the Operations function.
This is a varied role where no two days are the same, making it ideal for someone who enjoys solving problems, building relationships and managing multiple priorities.
Key Responsibilities
- Manage the end-to-end customer order process from receipt through to delivery.
- Own and manage Gorgias, our customer service platform, ensuring all customer enquiries are handled promptly, professionally and in line with our brand values.
- Monitor customer service performance, response times and customer satisfaction, identifying opportunities to improve the customer experience.
- Maintain and optimise Gorgias workflows, automations and reporting to improve efficiency and ensure enquiries are routed appropriately.
- Analyse customer feedback and trends, sharing insights with the wider business to drive continuous improvement.
- Liaise daily with our third-party warehouse to ensure orders are picked, packed and despatched on time.
- Monitor order status and proactively resolve any fulfilment or delivery issues.
- Manage retailer portals and customer communications relating to orders, deliveries and queries.
- Coordinate with the Commercial team to ensure customer requirements and promotional activity are executed successfully.
- Work closely with Demand Planning to manage stock availability and communicate supply constraints.
- Coordinate with Finance to resolve invoice queries, deductions and customer disputes.
- Produce operational reports and KPIs covering service levels, OTIF performance, order status and customer issues.
- Ensure customer master data, delivery information and operational documentation remain accurate.
- Support retailer onboarding and new customer setup.
- Lead investigations into operational issues and implement process improvements.
- Build strong relationships with customers, logistics partners and internal stakeholders.
- Assist with continuous improvement projects across the Operations function.
About You
- Experience within Operations, Customer Supply, Logistics or Supply Chain.
- Experience working with retailers within FMCG or consumer goods.
- Strong organisational and planning skills with excellent attention to detail.
- A proactive approach to problem solving and the confidence to make decisions.
- Excellent communication skills with the ability to build relationships across multiple teams.
- Experience using ERP systems (Net Suite experience would be an advantage but isn't essential).
- Strong Excel and reporting skills.
- The ability to prioritise effectively in a fast-paced environment.
- Next Steps
Shortlisted candidates will be contacted for this role. If you have not heard from us within one week, please assume your application has been unsuccessful on this occasion.
We will keep your CV on file for future opportunities. Alternatively, feel free to get in touch for a confidential discussion.
Customer Service Manager in Slough employer: Kenny Recruit
Join a dynamic consumer products business in Central London, where you will thrive in a culture that values innovation and collaboration. As a Strategic National Account Manager, you'll enjoy the autonomy to shape commercial strategies while benefiting from extensive professional development opportunities and a supportive work environment. With a focus on building lasting client relationships, this role offers a rewarding career path in a vibrant city known for its diverse market potential.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kenny Recruit. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kenny Recruit before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Slough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kenny Recruit:Your cover letter is your chance to shine! Tell us why you want to work at Kenny Recruit specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kenny Recruit!
How to prepare for a job interview at Kenny Recruit
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
