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- Tasks: Lead customer service efforts, answering queries and tracking complaints with a friendly touch.
- Company: Join Pepe’s Piri Piri, a family-run business serving delicious flame-grilled chicken across the UK.
- Benefits: Enjoy a competitive salary, 28 days holiday, free gym access, and onsite parking.
- Why this job: Be part of a small, dynamic team focused on exceptional customer experiences and growth.
- Qualifications: Previous customer service experience and strong computer skills are essential; multitasking is key.
- Other info: Must commute to Watford Head Office; no remote work available.
The predicted salary is between 24000 - 36000 £ per year.
Who is Pepe’s Piri Piri?
At Pepe’s we serve fresh flame-grilled chicken to have either to sit in, takeaway or home delivery.
We are a family-run business with over 200 stores open predominantly across the UK but we do have a presence in the UAE and Pakistan.
Our business is a franchise business model. Our Head Office is in Watford. It is not an easy location to get to if you do not drive, so this is a strict requirement for the role.
Our Head Office team is a small team of 16. We also have a field team of 9. A total of 25 employees.
All the Head Office team work in the office 5 days a week 9am to 5pm. This is a requirement of the role and there is no remote working.
More about the role..
Customer Service Manager will:
- Answer customer and franchisee queries via email, and phone within the time set by Pepe’s Head office and in friendly but professional manner at all times.
- To track customer and franchisee queries and complaints to be able to report every week.
- Provide exceptional customer service and computer admin support. Proficient Excel skills including basic formulas, is a requirement.
- Be confident communicating on the phone and online.
- To answer reviews left online and through social media platforms, helping improve star ratings for Pepe’s stores.
- Build strong working relationships with internal teams.
- Process customer credits via online platforms and be able to provide an audit trail for such credits.
- Log and track all customer contacts through our CRM system and update as required.
- Be system-confident and quick to learn.
- Collaborate with our internal teams to provide the best outcome for our customers, franchisees and Pepe’s Head Office.
- Handle customer data in accordance with GDPR requirements.
- Have an understanding and interest in our products.
What we are looking for:
- Previous experience in customer service & strong computer skills are essential for this role.
- Ability to multitask and prioritise a variety of queries across different channels e.g. phone and email.
- High levels of attention to detail.
- A team player.
- Strong written and verbal communication skills.
- Ability to work in a fast-paced environment.
- Calm, patient, helpful and positive nature.
- Adaptable to change and willing to embrace new ideas.
- Solutions-focused and able to diffuse any challenging conversations with customers and franchisees.
- Always protect the company from fraud and financial exposure
- To live within a reasonable distance to commute, using your own transport, to Pepe’s Head Office in Watford.
Package:
· £40,000
· 28 days holiday inclusive of Bank Holidays
· Statutory contributory pension
· Free onsite parking
· Free onsite gym
Customer Service Manager employer: Pepe's Piri Piri
Contact Detail:
Pepe's Piri Piri Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarize yourself with Pepe’s Piri Piri and its products. Understanding the menu and the brand's values will help you connect better with customers and franchisees, showcasing your genuine interest in the role.
✨Tip Number 2
Brush up on your Excel skills! Since proficiency in Excel is a requirement, practice using basic formulas and functions to ensure you're comfortable handling data and reports efficiently.
✨Tip Number 3
Prepare for scenarios where you might need to diffuse challenging conversations. Think of examples from your past experience where you successfully resolved customer issues, as this will demonstrate your solutions-focused approach.
✨Tip Number 4
Since the role requires commuting to Watford, make sure you have a reliable transport plan in place. Being able to discuss your commute during the interview can show your commitment to the position.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Understand the Company: Familiarize yourself with Pepe’s Piri Piri, their values, and their customer service approach. This will help you tailor your application to reflect their ethos.
Highlight Relevant Experience: Emphasize your previous experience in customer service. Provide specific examples of how you've handled queries and complaints effectively, showcasing your strong communication skills.
Showcase Computer Skills: Mention your proficiency in Excel and any other relevant software. If you have experience with CRM systems, be sure to include that as well, as it is crucial for the role.
Demonstrate Adaptability: Illustrate your ability to multitask and adapt to a fast-paced environment. Use examples from past roles where you successfully managed multiple queries across different channels.
How to prepare for a job interview at Pepe's Piri Piri
✨Show Your Customer Service Experience
Be ready to discuss your previous customer service roles in detail. Highlight specific examples where you successfully handled queries or complaints, showcasing your ability to remain calm and positive under pressure.
✨Demonstrate Your Computer Skills
Since strong computer skills are essential, prepare to talk about your proficiency with Excel and any other relevant software. You might even want to mention specific formulas or functions you are comfortable using.
✨Communicate Clearly and Confidently
Practice your verbal communication skills before the interview. Be prepared to answer questions over the phone as if you were in a real customer service scenario, demonstrating your friendly yet professional demeanor.
✨Understand Pepe’s Products and Values
Research Pepe’s Piri Piri and familiarize yourself with their menu and values. Showing genuine interest in their products will help you connect with the interviewers and demonstrate that you are a good fit for the company culture.
