Bella & Duke Pet Food, Customer Service Manager

We’re Mark and Tony and a few years ago we lost our dogs to cancer. After researching potential cures online, we discovered that the processed food our dogs had eaten their whole lives may have actually caused their illness. We decided something had to be done to educate other dog owners and protect their pets before it was too late. So we rolled up our sleeves, dug into natural dog diets and started making the best raw dog food available anywhere in the country.

Bella and Duke is a subscription pet food brand which was launched in 2017 and ships more than 140,000 meals a week from their base in Blairgowrie. Bella and Duke’s mission is to help as many pets as possible to get off processed foods and onto a healthy, species-specific raw diet.

Learn more about the motivation behind Bella and Duke. 

We are looking for an experienced Customer Service Manager to take control of our customer service and retention teams to provide world-class customer service and customer engagement. The successful applicant will have overall responsibility for the day-to-day management of a team of Customer Service Advisors and Team Leaders. The post will involve supporting and managing a team to achieve their daily/weekly/monthly KPI’s and enhance their team’s overall quality through call calibration. The post will also involve providing performance reports to senior management on CRM, calls, refunds, credits and courier issues.

Our ideal candidate has exceptional oral and written communication skills and is able to motivate teams. You will have a background in delivering excellent customer service as well as management of a customer service team.

Ultimately, you will responsible for the tone of voice of our brand across CRM and call communications.

You will be reporting to the CMO on your marketing performance.

Key responsibilities:

·       To lead and motivate a highly skilled team of Customer Service Representatives & Team Leaders.

·       Promote customer service ‘Best Practice’ at all times.

·       Display the highest level of verbal and written communication to our customers.

·       Providing the Team Leaders with effective management information that will identify areas for improvement, and show the progress of individuals, in relation to service performance, quality, and training needs.

·       Conducting root cause analysis and provide on-going recommendations/solutions to improve professionalism and customer service.

·       Ensuring the team provides the highest levels of accuracy and attention to detail in order to deliver excellent customer service.

·       Ensuring all team members are achieving their KPI’s daily.

·       Proactively assisting and implementing order process improvements in the form of CES scores.

·       Maintaining a sound understanding and adherence to NPS scores.

·       Liaising with ‘Learning & Development’ to assist and support specific activities relating to the training and development of staff within the team.

·       Display prompt and effective organisation, planning and decision making.

·       Maximising your personal competency through Continuous Professional Development.

·       Undertaking any other reasonable duties / projects which may be required from time to time.

Job Duties:

·       Maintain lasting relationships with profitable customers.

·       Hire & train customer service teams.

·       Set goals for customer service & retention teams and evaluate progress.

·       Represent the voice of the customer.

·       Deal with employee issues and consequences.

·       Handle serious, long-lasting issues with customers.

·       Set the tone for a customer-focused, thoughtful environment.

·       Any other task reasonably requested by the CMO or other Directors.

• Proven work experience as a customer service manager in a B2C environment.
• Must have a growth mindset by learning and always keeping up to date with the latest trends and CRM platforms.
• Excellent verbal communication skills
• Excellent writing skills
• Hands-on experience with CRM systems like intercom, hubspot, etc.
• Ability to interpret website traffic and online customer engagement metrics
• Knowledge of online marketing and marketing channels
• Attention to detail and ability to multitask
• Preferably a dog or cat owner.
• Degree in Marketing or relevant field.

Personal attributes

·       Excellent organisational skills

·       Excellent written communication skills

·       Confident communicator

·       High level of accuracy and attention to detail

·       Numerate

·       Good working knowledge of Microsoft packages and CRM systems.

Management skills

·       Democratic management style

·       Experience of managing a busy customer service team

·       Experience of training, developing and mentoring new staff

·       Experience of developing and refining processes to improve efficiency and the experience of customers.

·       Proven ability to develop, collect and monitor appropriate KPIs to drive improvements in customer service and to support resource planning

·       Proven ability to prioritise your own and team workloads to meet customers’ requirements

·       Option for work from home with occasional travel to Edinburgh.

·       Personal development training courses.

·      Bonus as per KPI objectives.

·       28 days holidays.

·       Discounted pet food for your dog or cat.