Customer Services Manager - Westbourne Grove, London

Maternity Cover

Our mission

At Planet Organic, we strive to be more than just a shop. We want to do more for our customers, neighbourhoods, employees, suppliers and the planet than simply buying and selling products. We believe in promoting health in our communities through organic, natural and sustainable products, and acting sustainably and ethically as a business.   

We care deeply about the communities we are a part of. Our goal is to promote health within our communities and to be ethical in our treatment of both people and the planet.   Being part of a community also means being part of conversations, listening and using the views of those we serve to improve what we do.

Role overview

We are looking for a Customer Services Manager that will set the standard within the Customer Services department, empowering the team to make the right decision for each customer and ensuring all customers receive a personalised and welcoming experience. You will lead and develop a team of advisers to ensure strong team performance, productivity and that a high level of service is delivered. 

Key Roles & responsibilities

Team Tasks

Answer incoming enquiries (email / messaging tickets on Zendesk) Reply to public Product Q&As for our website (Yotpo) Report product issues to Buying teams/our Compliance Manager Report Feedback to Ecommerce Investigate delivery issues with DPD Raise claims for moneyback on parcels with DPD Report website & promotion feedback/issues/errors Report website issues (product info when incorrect) Spot patterns in issues and appropriately communicate to all of CS team Reach out to customers with delayed orders Research product information to gather answers Refund, cancel and replace orders & items for customers  

Role Specific Tasks

Create weekly Customer Service reports for Ecommerce, store surveys and Deliveroo Reply to public reviews (Google, Trustpilot, Yotpo) Create & manage all aspects of Zendesk Create & manage other misc. ticketing settings & automations to optimise (Zendesk) Handle escalated customer complaints/queries Handle all Food Complaints that are a legal risk –Allergic reactions, food poisonings etc (Food Safety) Train and support the team Create and manage overall department operations Outgoing calls to customers Organise Rotas & Holidays  

Requirements

Previous experience in a similar role within the Retail industry Effective communicator (both written and verbal) who can adapt to different audiences, both internal and external and at all levels Have the ability to build rapport with customers and colleagues, demonstrating a high level of empathy Proven ability to work autonomously and as part of a wider team Strong organisational skills Flexibility. Weekend work my be required occasionally   

benefits

3% employer / 4% employee pension contributions after 3 months Access to discounted life assurance, dental and travel insurance 25 days holiday per year plus bank holidays 25% colleague discount across all stores  

Planet Organic is committed to breaking down the barriers that block employment opportunities for different groups of people and to recognising, accommodating and appreciating people’s different backgrounds, experiences, knowledge and skills. We are committed to encouraging diversity among our workforce in every sense. The aim is for our colleagues to be truly representative of our local communities and our customers, and for each colleague to feel respected and able to give their best.