Customer Service Manager

Pact Coffee brings delicious speciality coffee to the lips of the nation - coffee that's better for people and the planet. With our pioneering direct-trade model, we go straight to the world’s most talented farmers, pay them a truly phenomenal price for truly phenomenal coffee, and deliver it - freshly roasted - to your door.

By bringing this fresh, exceptional coffee to customers, we can improve the experience of UK coffee drinkers while changing lives at its source.

What we do

• Source 100% speciality-grade coffee. 
• Pay farmers significantly more than the commodity-market market. 
• Encourage and fund sustainability projects at home and abroad. 
• Roast our coffee within seven days of delivery. 
• Have a good-willed, collaborative approach to the coffee industry as a whole.

We’re looking for a Customer Service Manager who will lead, motivate and inspire our lean but brilliant Customer Experience team. You’ll be a key player in the growth of Pact Coffee, delivering an outstanding customer service strategy that ensures a positive and memorable experience for all our customers.

Requirements

This role demands a dynamic individual with proven leadership skills and the ability to foster collaborative relationships across departments. The perfect candidate for this role will possess excellent communication skills, strong organisational and problem-solving abilities, and a proactive, results-oriented attitude. 

The successful candidate will drive continuous improvement and ensure a positive and memorable customer experience. Knowledge or interest in the speciality coffee industry would be an advantage.

Key responsibilities:

• Develop and deliver a best-in-class customer service strategy.
• Oversee all customer contact channels, including phone lines, email inboxes, live chats, third-party partners, and social media direct messaging.
• Take full ownership of Zendesk use and functions, including tracking and categorising all customer interactions for reporting, and communicating changes to business hours.
• Own all written customer communications, maintaining a consistent and high-quality standard while adhering to the Pact style and tone of voice.
• Be responsible for Customer Service KPIs and SLAs and report on performance metrics to the Senior Leadership Team and wider business.
• Serve as the escalation point for agents, ensuring effective problem resolution.
• Identify opportunities and drive initiatives for department development, focusing on improving the overall customer experience.
• Drive and collaborate on retention initiatives to monitor and prevent churn, ensuring customer loyalty and satisfaction.
• Lead and oversee the performance and quality of outbound calling initiatives within the Customer Services team, e.g. using outbound calling as a strategic retention tool for new subscribers, ensuring high-quality service and customer satisfaction.
• Monitor individual CS agents' targets, performance, and development.
• Being the first port of call for B2B order issues, collaborating closely with the B2B and Operations teams to escalate and resolve at pace.
• Maintain effective and collaborative relationships with other departments, including Operations, B2B, Marketing, CRM, and Product teams to ensure a seamless customer experience.
• Take ownership of public review platforms and Net Promoter Score (NPS), fostering positive customer sentiment.
• Provide concise and data-driven reports to the wider business, identifying trends and proactively resolving ongoing issues.

What we're looking for:

• A passion for customer service and an instinctive understanding of how to deliver it. 
• 1-3 years of proven experience in leading an online customer service department or customer-facing team.
• A background in leadership and team management, showcasing effective supervision and guidance skills.
• Proficiency in using help desk platforms such as Zendesk, Freshdesk, Front, or similar tools.
• Exceptional written and verbal communication skills, with the ability to articulate ideas and policies clearly and professionally and strong attention to detail.
• Strong organisational skills and the ability to multitask in a dynamic work environment.
• An enthusiastic self-starter with a problem-solving and results-driven mindset, able to demonstrate a proactive approach to challenges.
• Previous experience managing live chat channels and outbound calling is advantageous.
• Experience within the speciality coffee industry or a genuine passion for coffee is a bonus.

Please note: due to the Christmas holidays, we will not begin screening for this role until January 2nd 2024.

Benefits

• Salary bracket: £35-£40K depending on experience.
• 23 days holiday, increasing annually up to 27 days. 
• Time off between Christmas and New Year – our office is closed. 
• A hybrid working model, with Tuesdays and Wednesdays spent working in our Bermondsey (central London) office and the option to work from home on Mondays, Thursdays and Fridays.
• Flexitime (core hours 10am-4pm).
• Monthly coffee allowance.
• Health and wellbeing credits with Juno.
• An accessible and open workspace.
• Unlimited coaching sessions with More Happi.
• Workplace nursery benefits.

We are unable to sponsor any applicants from outside of the UK at this time. Please only apply to this role if you are currently residing in the UK.

Pact is an equal-opportunity employer and welcomes everyone to our team. We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, parents, and individuals with disabilities to apply. If you need reasonable adjustments at any point in the application or interview process, please let us know by emailing [email removed - click apply for more details].

In your application, please feel free to note which pronouns you use (she/her/hers, he/him/his, they/them/theirs, etc).