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Join Enable as a Customer Service Manager to drive exceptional service and contribute to the well-being of local communities
Overview
Salary
£40000 - £45000
Location
London/ Remote
Expires
Expires at anytime
Organisation summary: Enable is a dynamic charity committed to enhancing wellbeing and strengthening communities through diverse health, leisure, and community initiatives. Employees enjoy a competitive salary, substantial leave, life insurance, various reward schemes, social activities, wellbeing perks, free gym access, and a hybrid working model, all within an inclusive and supportive culture.
- Role Summary:
- Lead the implementation and enhancement of Enable's 5 Star Customer Service model.
- Work with senior management and operational staff to embed excellent customer service practices.
- Manage customer feedback, develop service strategies, and design training programs.
- Ensure alignment of customer service with broader business goals.
- Regularly visit Enable's services for hands-on process implementation and team engagement.
- Role Requirements:
- Over 5 years of customer service experience, ideally in hospitality or the non-profit sector.
- Proven ability to work independently and drive organizational change.
- Strong interpersonal and communication skills for effective stakeholder interaction.
- Creative problem-solving and a dedication to superior customer service.
- Flexibility in working across different settings with empathy and patience.
- Experience in staff motivation and a passion for reading, particularly 'Unreasonable Hospitality' (desired).
About Us:
Enable is a charity dedicated to improving people's wellbeing and strengthening local communities. We work with councils, charities and other local organisations to deliver health, leisure, community services and events that enrich people’s lives and strengthen our local community.
At Enable, we value our employees and our culture, focusing on embracing diversity and fostering an inclusive, flexible and fun environment for employees to perform at their best. On top of a competitive salary and flexible working environment, employees will also receive:
Benefits:
- 30 days of annual leave (plus 8 bank holidays), 3 additional free days off at Christmas
- Life Insurance
- Reward Schemes (RewardHub Membership, wellbeing budgets and cycle to work)
- A variety of social and wellbeing activities each month
- Mental Health & Wellbeing Perks (Monthly talks, Wellbeing Hour, etc)
- Free Gym Membership
- Breakfast/snacks
Reports to: Chief Commercial Officer
Based: Battersea Park
Salary: £40k to £45k
Contract: Permanent, Full Time
Work Arrangement: 40 hours per week, Hybrid Working Pattern
DBS: Basic
Role Overview:
Reporting to the Chief Commercial Officer, the Customer Service Manager will be integral to the implementation, training, monitoring, and improvement of the new 5 Star Customer Service model being rolled out across all services within Enable – including but not limited to events, leisure facilities, an arts school, bereavement services, filming, health & wellbeing, parks and community development. The role will work closely with both Senior Management and operational staff to ensure that 5 Star Customer Service is at the heart of all interactions with our customers.
This role will suit someone who values exceptional customer service above all else with a personal history of working in it. Someone with exquisite attention to detail, and excellent interpersonal skills to work alongside a wide variety of services and staff. Someone who is excited by day-to-day variety and thrives in an ever-changing environment. Someone who enjoys bringing a vision to life and is tenacious with each step to get there. Ideally someone who has read Unreasonable Hospitality and was inspired.
Main Duties/Responsibilities:
- Conduct research and analyse customer feedback and data to identify areas for improvement
- Further develop and implement the 5-Star Customer Service strategy to improve customer interactions across multiple touchpoints and channels
- Design business-wide customer service processes, best practices, and KPIs to ensure consistent and exceptional service delivery across all Enable teams
- Develop and roll-out relevant training models
- Collaborate with all internal teams to align customer experience efforts with greater business goals and objectives
- Collaborate with marketing to improve digital customer service
- Monitor success and champion opportunities to consistently improve the brand experience
- Visit all services within Enable to assist with research, process implementation and relationship forming
The successful candidate will have:
- 5+ years of experience in customer service, experience or management, preferably in a hospitality or Not-For-Profit background
- Initiative and motivation to work autonomously and drive change within the business
- Excellent interpersonal and communication skills to interact with internal and external stakeholders
- Confidence and creativity to bring new ideas to the table
- A hunger for exceptional customer service, and the tenacity to create the change needed to achieve it
- Experience in motivating staff
- A flexible approach to working onsite in a variety of different environments
- Empathy, patience and approachability
- Ideally have read Unreasonable Hospitality!
This is an exciting opportunity to be a part of a company that positively impacts the community.
If you are someone that is motivated by a desire to enrich the lives of others and make a genuine difference, then please Apply Now and follow the prompts.
