29 days ago
  • Level Mid Level
  • Professions Customer Services Manager
  • Type Full Time
  • Location London, United Kingdom

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Description

Description

Wolf & Badger is a unique and award-winning multi-channel retail platform. We are currently looking for a personable and self-motivated individual to join our fast growing company as Customer Experience Manager based in London, UK.
Duties will include:
  • Manage the Customer Experience team of 8 people between UK, US and Australia
  • Recruit new team members as Wolf & Badger continues to accelerate growth worldwide
  • Train new and existing staff in best-practice customer service and support
  • Get hands-on with tackling customer support requests through help desk software (Groove), live chat and telephone
  • Liaise with other teams as well as the brands represented on Wolf & Badger to help resolve supply issues
  • Iterate and improve online customer support processes, introducing greater efficiencies into the team
  • Provide daily feedback to the wider team on recurring customer issues
  • Deliver performance metrics and areas for improvement directly to Senior Management
  • Handle logistics issues, owning the relationship with DHL & UPS to ensure streamlined delivery and returns
  • Work with tech team to suggest improvements to processes that will ease the customer journey

Requirements

Skills & Experience
  • 2+ years customer service experience, preferably with an online retailer
  • Comfortable managing people, including recruiting and training
  • Confident in handling relationships with 3rd parties, e.g. shipment providers such as DHL
  • Excellent verbal and written communication skills
  • Ability to multitask and manage time efficiently
  • Well organised with sharp attention to detail and a friendly, ‘can do’ attitude

Benefits

  • Competitive starting salary, dependent on experience (indicatively £25k-£30k)
  • 25 days + bank holidays
  • Paid pet-ernity and heartbreak leave
  • Discounts on cafe, restaurant and retail at Wolf & Badger
  • Excellent career opportunities in a rapidly growing international business

Skills Required

  • Customer Services
  • Management

People who have worked with Wolf & Badger