AddressSet up by our visionary founder, The Jamie Oliver Group is a global and integrated food brand with a mission to help build a healthier, happier world through the joy of food.
From media and restaurants to products, partnership and Ministry of Food, every part of our diverse business has a key role to play in making it easier for people to cook and enjoy better, healthier, more sustainable, and joyful meals. Whether that’s in our homes, in restaurants or workplaces.
As a proud B Corp, we are committed to educate and inspire people, workplaces, schools and communities all over the world, to help make better choices, one meal at a time.
At The Jamie Oliver Group we celebrate the fact that everyone is different and we treat every colleague with dignity and respect. We know that diverse and inclusive teams help us deliver our best work, and we love to see applications from groups who are currently underrepresented in the creative industries.
Position:
As Customer Services Manager you’ll be responsible for ensuring a smooth and effective customer service experience delivery, as part of an exciting, new function. You’ll play a critical link between the Jamie Oliver Group customer and the business, by understanding the customer's and the business' needs, and will be responsible for ensuring customer and business satisfaction.
- Voice of the Customer: Act as the internal advocate for customers, gathering feedback and insights to develop customer centric strategies and drive improvements in our products and services.
- Iterating ways to improve performance, efficiency, and efficacy based on customer feedback.
- Collaborate with cross-functional teams to implement customer-centric change
- Knowledge Base Ownership: Curate and maintain an up-to-date knowledge base that includes information on common customer queries, best practices, and resources.
- Monitor interactions across all customer touchpoints including calls, correspondence, transcripts, social, Community, customer surveys, trouble tickets and complaints
- Escalation Handling: Handle and resolve customer escalations, ensuring that complex issues are addressed promptly and effectively.
- Design and optimise customer onboarding programs to ensure successful adoption and utilisation of our products/services.
- Develop customer engagement and loyalty initiatives to foster long-term relationships and increase customer retention rates.
- Collaborate with the Brand & Comms team to design and execute upsell and cross-sell campaigns, driving revenue growth.
- Implement effective customer feedback mechanisms to gather insights, measure customer satisfaction, and identify areas for improvement.
- Lead the development and implementation of systems and technologies to enhance customer data management, analytics, and reporting capabilities.
- Conduct regular analysis of customer data and trends to identify opportunities for upselling, cross-selling, and revenue growth.
- Stay updated on industry trends and best practices to drive innovation and maintain a competitive edge.
Requirements:
- Proven experience in customer service management.
- Zendesk contact centre experience.
- Excellent communication and interpersonal skills.
- Ability to analyse data and use it to make informed decisions.
- A customer-centric mindset and the ability to empathise with customers
- Strong problem-solving skills and the ability to make quick decisions
- Excellent organisational and time management skills
- Attention to detail and the ability to multitask
- A strong work ethic and the ability to work under pressure
- Gain and maintain a deep understanding the products or services the company offers
- Stay up-to-date with the latest trends in customer service.
Other information:
- A friendly and supportive company culture in a creative office
- Competitive Salary & Bonus
- Hybrid Working
- Private Medical Cover
- Life Insurance & Permanent Health Insurance
- Access to an Employee Assistance Programme at no cost
- Access to a corporate Classpass membership
- Lots of Training and Development opportunities
- 30 days Holiday, plus half a day for Christmas shopping
- Fabulous food perks including free breakfast at the office & affordable and delicious lunches prepared on-site by our very own staff chefs.
- Excellent company discounts such as 50% off food when you dine in Jamie Oliver Catherine St and access to a CODE Hospitality app which gives you exclusive discounts in your favourite restaurants, bars and hotels around the UK
- Social events, workshops, discounted gym membership, plus subsidised massage appointments on site
This is a permanent role starting at the beginning of July 2024. Interviews will commence at the end of March/start of April 2024. Please submit a Cover Letter and CV to be considered for the role.
