Job Description
Love to work at Lily’s Kitchen?
Please ensure you read the below overview and requirements for this employment opportunity completely.
What we’re after: - Assistant Customer Care Manager – Training and Development
The leader of your pack is: - Head of Customer Care
Lily’s Headquarters: - Goodge Street, Fitzrovia, London
Equality and Inclusiveness at Lily’s Kitchen: -
At Lily’s Kitchen, we want to build and maintain a values-driven culture of trust and inclusion, one that empowers people safely and comfortably to express every characteristic of their personal identity and experience. We’re committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability , you’ll get all the opportunities, respect and support you’d expect from a passionate business that cares about its people (as well as its pets).
We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, individuals with disabilities and/or other people from underrepresented groups to apply. Lily’s Kitchen is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use.
Location: -
This is a hybrid role, with a mix between working approximately 2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and working from home.
Your place at the Lily’s Kitchen Table: -
We love our customers and we want to make sure they receive the right care and attention they deserve.
As an Assistant Customer Care Manager – Training and Development, you will work closely with the Head of Customer Care, acting both as an ambassador for Lily’s Kitchen in delivering exceptional customer service, and also supporting the wider Customer Care team to ensure the highest standard of service is provided to our customers.
Exceptional service will shine through in everything you do from training, motivating and supporting the team, helping ensure traffic and workload is managed effectively, to handling escalated complaints and ensuring key customer feedback and insight is channelled correctly to help improve our product and service.
How will I make a difference?
You will: -
- Assist in leading a passionate Customer Care team who have the Lily’s Kitchen customer at the heart of everything they do
- Understand the business strategy and support Head of Customer in setting a clear direction for the team
- Support the Customer Care team with queries and decision making
- Motivate, engage and maintain team morale
- Manage team day to day workload through assigning and prioritising tasks, and ensuring all daily tasks are fulfilled by the end of the day
- Managing direct reports (Customer Care Executives) – having regular one to ones, as well as conducting annual and mid year reviews
- Develop and build a regular refresher training programme to include tone of voice, technical and behavioural Customer Care skills
- Answering calls and responding to email tickets during busy periods and where needed
- Recruiting, onboarding and training new team members
- Using existing QA (Quality Assurance) framework, while also building on this, in order to monitor and improve the Customer Care quality of service - including regular call and email feedback, setting guidelines and ensuring processes are adhered to
- Reporting and feeding back on productivity regularly - working with Head of Customer Care to implement KPIs across the team, to benchmark and inform feedback
- Using Zendesk to report on trends and contacts - setting up regular reporting to inform the team and the wider business
- Document processes and policies and ensure the team have a clear consistent approach
- Managing relationships with third party providers and internal teams
- Represent the customer to the wider teams, including new starter inductions and team training
- Handle and provide support to challenging customers - ensure escalated complaints are seen through to resolution
- Take into consideration our social and environmental goals within every aspect of the role be that transparency on our ethical policies, procedures and products with customers, focus on recyclability within the office and champion internal B Corp initiatives
How will I be successful?
- An expert when it comes to working in a customer facing role you will know what it takes to deliver first class customer service
- Ability to look at the Customer Care function through a strategic, high level perspective, identifying impact, insight and process improvements needed
- Experience in devising and implementing training, with exceptional attention to detail
- Ability to work cross-functionally, recognising the need to work closely with other stakeholders that impact on the customer experience, i.e. logistics, product development, trade spend etc
- Experienced in using the reporting function on Zendesk or equivalent system, and confident in building and maintaining reports
- Team and people management skills to help direct, support and stretch team members, with the ability to adapt style according to the individual and follow up on objectives and measures with a clear brief
- You collaborate on ideas and encourage the team to be active in putting forward theirs
- Understanding of budget and where customer care has an impact on this
- Influencing and prioritising skills
- Set skills to determine and assess performance, KPIs and metrics
- Ability to work at pace and productively, encouraging the team to act accordingly
- High energy, adaptability, and the ability to present solutions with passion
- Social Media experience of using instant and social messaging
- Top notch written communication and grammar skills
- Kitchen values will shine through in everything you do
- be well practiced at using your initiative, have a can-do attitude
- passion for pets (PFP)
The Team
Our Perks
At Lily’s Kitchen we believe that everyone should enjoy their time at work. We reward the care our people put into their job, by caring for them in return. Our benefits are designed to make our people smile, save for the future, stay healthy and give back where they can and include:
- at work; what better way to put a smile on your face!
- Working: flexitime, working from home, part-time working, flexible support, faith based public holidays
- for the Future and Protect Loved ones: a pension plan that goes beyond, the option for salary exchange and an option of an ethical pension fund reflecting our team’s attitudes and needs. Plus, a life assurance scheme to look after those that depend on you.
- healthy and well: Our team’s health and wellbeing is very important to us and we offer private medical, private dental, employee assistance programme, mental first aiders and a cycle to work scheme (and an electric car salary sacrifice scheme).
- our community: with a volunteering allowance we can give back to causes we are passionate about. Plus supporting and having fun together as a team.
- more …
Lily’s Kitchen Story
At Lily’s Kitchen we are pet food pioneers. We are changing the game with our mission to provide proper food for cats and dogs all over the world.
Lily’s Kitchen was founded in London in 2009, by Henrietta Morrison who set out to feed her beloved dog, Lily, food she could trust. Lily’s Kitchen is now the No1 Brand in premium natural pet food, still focusing on the mission to inspire pet parents to feed their four-legged friends natural, proper food for pets.
Lily’s Kitchen was a founding member of the UK B Corp movement and the first pet food brand in the world to achieve B Corp status. Determined to use business as a force for good, Lily’s Kitchen has recently partnered with Dogs Trust to support dogs in need and are proud to lend a paw to charitable causes.
We sell our nutritious natural recipes for cats and dogs in over 1,000 stockists, like Waitrose, Tesco, Ocado, organic food shops, vets, independent pet shops and garden centres all over the UK. We also sell internationally and are now sold in more than 30 countries worldwide.
Our Vision.
We’re all about warming hearts, feeding souls and enriching lives, for both our customers and employees.
Our Values.
We recruit to our values at Lily’s Kitchen: Respectful. Dedicated. Audacious. Passionate. Responsible.
Our People.
We seek out and develop talented people who love to succeed and make a positive difference in everything they do.