Consumer Care Manager - Yatton, Somerset

Position Overview:

This role will involve managing a small Customer Relations team that receives customer and consumer enquiries and complaints across multiple brands. The team will be based over 2 sites so there will be an expectation to visit Head Office in Blackburn once a month.

You will have a background in customer service or contact center management. In addition to managing the team, you will be responsible for managing policies and procedures, the Salesforce CRM system, and will play a significant role in ensuring the department meets all responsibilities associated with working in a regulated environment. 

You will need to understand the relationship between pets and their owners and be able to support the team to seek the best possible outcome for customers, consumers and their pets.

We are looking for a hands-on manager that will make a difference and add value to the Customer Relations function.

Location:

Yatton, Somerset

Company Overview:

Pets Choice is a leading pet food manufacturer whose industry knowledge spans over 135 years. Based in Blackburn, Lancashire, the Pets Choice portfolio of brands offers a variety of products for pets and wild animals under its brands; Webbox, TastyBone, Meatiful, Spike’s World, Goodwyns, Davies, Oceanic and Vitakraft. Each brand offers a unique insight into animals from dogs to ducks and produces high-quality products that cater to a wide variety of consumer needs. As a trusted partner, Pets Choice provide private label goods including extruded food, wet food and retorted trays, and baked fresh meat treats. The business also offers additional services such as packaging design, fulfilment and logistics. With a broad range of capabilities and distribution channels worldwide, Pets Choice are proud to be a major supplier to the UK grocery, independents and pet speciality sectors.

Role:

• Support, mentor and develop customer service advisors. Nurture an environment where they can excel through encouragement and empowerment.
• Define and monitor goals, objectives and targets ensuring they align with company goals and management of workflow priorities.
• Hold individual and team performance review meetings as well as individual meetings, providing constructive feedback, coaching as needed, and execute the agreed training plans.
• Responsible for recruitment and service cover within the Customer Relations Team
• Respond to customer contact daily via email, phone or letter regarding queries and complaints relating to the entire range of products we sell.
• Deal considerately with the more serious complaints, particularly Suspected Adverse Reactions (SAR), Suspect Lack of Expected Efficacy (SLEE) and other incidents (such as harm to pet or owner)
• Report cases of adverse reaction and inefficacy, of our licensed products, to the Veterinary Medicines Directorate (VMD) in line with company procedures and be the first point of contact for any concerns/queries relating to them.
• Responsible for dealing and responding to Ombudsman escalation’s ensuring compliance to achieve a positive resolution.
• Pro-actively call consumers to pre-empt customer frustrations or case escalation. Be the point of escalation for the team for complaints ensuring swift resolution.
• Responsible for the management of customer review sites including; Trustpilot and feefo. Including management of the budget and the platforms.
• Oversee the process for the order and dispatch of product replacements to the sales office.
• Produce regular reports using the consumer contact data, trend complaints to highlight areas of concern and themes which can be reported back to the appropriate person within the company for resolution.
• Participate in relevant meetings and liaise with Quality, Marketing, Sales and other departments to help identify corrective action in order to minimise future complaints.
• Responsible for the development and management of the CRM system and software, including updates, upgrades or new software/systems.
• Identifying ways to improve processes in order to improve sales, brand loyalty and the customer service and experience.
• Responsible for FAQ’s on websites, ensuring they are accurate and up to date to minimise queries.
• Support with audits where required
• Complaint investigation and root cause analysis.

Key attributes and skills:

• FMCG background ideally gained from a pharmaceutical or pet care background.
• Experience of multi-platform support, including social media channels.
• Knowledge and experience of CRM systems in a contact centre environment, preferably Salesforce.
• People management skills with the ability to interface with multiple levels of an organisation and across various functions
• A genuine interest in working with and helping customers
• Excellent communication skills, both verbal and written, with the ability to handle sensitive issues in a polite and friendly manner
• Good listening skills to be able to identify and define issues being raised by customers
• Empathy and emotional intelligence
• Sound commercial awareness
• Creative thinking to be able to come up with new ideas to improve our customer service standards
• High level of attention to detail