Customer Services Manager

Location: Okehampton, Devon (4 days per week) / remote (1 day per week)

Hours: 8.30 am-4.30 pm Mon to Fri (flexibility outside of these hours depending on business demands)

Reporting Into: Head of Digital and Customer Experience

Salary: Dependent on experience

Holiday: 25 + Bank Holidays

It’s an exciting time to join the Forthglade family in our state-of-the-art factory in Okehampton. We’ve been proudly producing natural pet food in Devon since 1971 and things have changed a lot since then.

We are looking for a Customer Services Manager to join the team. This is a new role, and the successful candidate will be required to deliver outstanding customer service and inspire brand loyalty through customer centric development and ultimately promote consideration to drive purchase.

Main Duties & Responsibilities:

• Day to day running of the Customer Services team, leading the CS team, resource planning, reporting, supplier management and interfacing with other departments i.e. Technical.
• Ownership and understanding of customer behavior and regular reporting on what is and isn’t working, and the necessary actions that need to be taken to support customer experience.
• Working with the Digital Team to ensure the end-to-end customer experience is best in class through utilisation of technology and content through FG.com.

Experience & Knowledge

• Proven experience in a customer service management role.
• Strong knowledge of customer support practices, tools, and technologies.
• Commercially minded, focused on driving sales and a proactive approach to the management of top tier customers, (eg, subscribers/regular high value purchasers)
• Strong analytical and problem-solving skills, with experience in using tools, systems, and software to extract, interpret and analyse data.

Skills & Personal Attributes

• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders at all levels.
• Problem-solving abilities and a proactive approach to addressing customer needs.
• Maintain a positive and motivating work environment that encourages teamwork, collaboration, and employee engagement through leading by example.
• Flexible, enthusiastic, and motivated with the ability to work to targets and adapt to the needs of the business.