Green Sheep Group is a high growth, ambitious UK company in the baby and nursery sector. All starting from the design of an organic baby mattress, we now operate two award winning brands; Snüz and The Little Green Sheep, selling internationally and to many of the UK’s biggest retailers.
We are delighted to have been awarded our second royal accolade and one of the first companies to receive the prestigious Kings Award for Enterprise in International Trade.
Our team is what makes us, and we can only achieve our goals by working with ambitious and talented people so if this sounds like you, read on!
Location: our head office is a barn conversion and located in a rural spot in Snitterfield, Stratford Upon Avon, and our distribution centre is in Arrow Valley, Redditch where we also showcase our beautiful products.
We’re a scale up business and we need more talent to add to our ever-growing team, that’s why we’re now recruiting for a Customer Services Manager.
Before we get into the details of what we're looking for, let us tell you about what we can offer you:
You will be joining us at an exciting time in our growth trajectory and you will have the opportunity to play a huge part in this. We’re rolling out new initiatives to attract and retain the best talent, which means you’ll get to work with a really great bunch of people. Some of our fantastic perks are:
💰 Competitive salary that recognises your skills and experience
🌴 25 days of holiday (plus bank and public holidays) to relax and reenergise.
🥼 Health coaching sessions with Dr. ME.
🤒 Company sick pay providing financial support during periods of sickness.
👐 Paid Compassionate leave.
📚 Paid exam leave to support continuous professional development.
👐 Paid time off to attend appointments related to IVF and Fertility support.
👨👩👧👦 Enhanced maternity and paternity pay.
👨👨👧 We recognise the benefits parents can gain from taking part in NCT classes and Paediatric First Aid, that's why we cover the cost of these at GSG!
🍇 Free fruit (to get your 5 a day), snacks and every flavour of tea you can possibly imagine.
💃 Social events to bring the team altogether.
👌 Staff, friends and family discount across both our brands.
Purpose of the role:
As the Customer Services Manager, you will be responsible for leading and managing the customer service operations of our company. You will play a critical role in ensuring the highest level of customer satisfaction by implementing and maintaining effective customer service strategies, policies, and procedures. Your leadership skills will be crucial in driving a customer-centric culture and fostering strong relationships with direct customers and internal teams.
You will be leading a small team of Customer Service Executives dividing your time up, with 30% devoted to Team Leadership and Management and 70% in the day to day operational, role modelling customer service best practice!
To give you a taste, some key responsibilities will include:
- Set clear performance KPI’s, provide regular feedback, and conduct performance evaluations.
- Foster a positive work environment that promotes teamwork, collaboration, and continuous improvement.
- Prepare regular reports and presentations on customer service performance, highlighting key achievements, challenges, and recommendations.
- Analyse data and provide actionable insights to drive continuous improvement and achieve performance targets.
- Develop and implement customer service strategies and policies that align with the company's objectives.
- Implement technology solutions and tools to streamline customer service operations and enhance the customer experience.
- Monitor industry trends and best practices to stay updated on emerging customer service strategies and technologies.
- Be a primary point of contact for B2C and B2B customers via phone, email, and live chat, providing prompt and courteous assistance.
- Respond to customer inquiries, complaints, and requests in a timely and accurate manner, striving to exceed customer expectations.
- Resolve complex customer complaints or issues in a timely and satisfactory manner, also acting as the point of contact for escalations.
- Process customer orders, returns and replacements, ensuring accuracy and efficiency in all transactions.
- Document all customer interactions and transactions accurately in the customer relationship management (CRM) system.
Now over to you, we would love for you to have:
- Proven experience (2-3 years) in a similar customer service management role, preferably within a fast-paced and customer-focused industry.
- Excellent leadership skills with the ability to inspire and motivate a diverse team.
- Excellent communication and interpersonal skills to effectively interact with customers, team members, and stakeholders at all levels.
- Solid understanding of customer service principles, best practices, and industry trends.
- Analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions.
- Experience in implementing and optimizing customer service processes and technologies.
- Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
- Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers and colleagues at all levels of the organisation.
- Demonstrated ability to handle difficult customer situations with empathy, professionalism, and a customer-centric mindset.
- Strong organisational and multitasking skills, with the ability to prioritise and meet deadlines.
We think this role would suit an experienced Customer Services Team Leader who is wanting to take the next step in their career with a focus on leadership, improving efficiencies and implementing strategies but is still happy to get stuck into the day-to-day with the team!
Interested? Then send us your C.V and covering letter in confidence to firstname.lastname@example.org. If we wish to take your application to the next stage, you’ll be invited to take part in a couple of our core, quick fire assessments to gauge some of your skillset before we progress to interviews.