Knowle jobs in Dorridge

Customer Service Manager (Part-Time, Mornings)

Eric Lyons | Knowle office | Monday to Friday, 8:00am to 1:00pm | 25 hours per week | £12.71 to £13.50 per hour / £16,523 to £17,550

Eric Lyons is a family butcher and food business. We run shops across the West Midlands, our own production facility, a growing online and national delivery side, and a customer base that has known us for years. We are opening new stores and our customer contact is growing with them.

We are creating a brand new role to own that contact properly. If you are the sort of person who cannot leave an inbox untidy, who likes being the voice a customer trusts, and who enjoys fixing the cause of a problem rather than just the problem, this will suit you.

This is a mornings-only role, five days a week, based in our Knowle office. No weekends. School hours friendly. We are open to offering more hours / shift times :)

What you will be doing

Looking after our customers

• Answering and clearing our customer inboxes so nothing sits unanswered
• Replying to social media direct messages and comments across our channels
• Answering the phone and being the first voice customers hear
• Replying to online reviews on Google, Trustpilot and Facebook, the good and the bad
• Answering website enquiry forms
• Handling questions on products, allergens and ingredients from our approved product information, checking anything you are unsure of with our butchery and food specification team
• Sorting complaints properly, agreeing refunds, replacements or a goodwill gesture within your authority, and following up afterwards to make sure the customer is happy

Orders

• Taking customer orders over the phone and by message, including special cuts and party and event orders
• Printing off click and collect orders and getting them to the right shop
• Owning and clearing our order system so no order is left sitting, chased late or missed
• Checking orders before they are picked for stock, store, date and duplicates, agreeing any substitutions with the store and confirming them with the customer beforehand
• Chasing uncollected orders
• Taking the lead on our seasonal order lines, in particular Christmas turkeys and Christmas orders, Easter and the barbecue season
• Supporting our national delivery orders, including printing courier labels and paperwork

Working with the shops

• Being the link between the customer and our shop managers, so the shops know what is coming and the customer gets a straight answer
• Producing a short handover note before you finish each day so the afternoon team can pick up anything outstanding
• Bringing a weekly summary of what customers are contacting us about to the management meeting
• Showing shop colleagues how to take phone and click and collect orders so cover is consistent when you are not in

Improving how we do it

• Tidying and improving how our email is organised and categorised so the right message reaches the right person first time
• Uploading and maintaining products on our website, keeping descriptions, prices, images and availability right
• Spotting the questions we get asked over and over, and working with our marketing team to turn them into website FAQs, blog content and better product information
• Working with our AI consultant to automate the routine, repeated customer service replies, so your time goes on the customers who genuinely need a person. A good share of our contact can already be answered to a high standard automatically. You will help train it, check what it sends, and keep improving it as we grow
• Keeping website delivery, collection and FAQ information accurate
• Growing our marketing email list with proper customer consent and passing it to our marketing team
• Keeping our approved reply and template library up to date

Running the office in the mornings

• Keeping the office tidy, stocked and organised
• Being the point of contact in the office from 8:00am to 1:00pm, passing wholesale and trade enquiries to the right director
• General office administration, printing, filing and scanning as needed
• Keeping the customer contact and complaint records up to date so we can see what is actually going wrong and fix it

What we are looking for

Essential

• Real customer service experience, ideally including phone and written contact
• Excellent written English, with a warm, clear, human tone. Not corporate, not robotic
• Confident on the phone with all sorts of customers, including the unhappy ones
• Genuinely organised. You work through a list, you finish what you start, and you do not let things drift
• Comfortable with computers. Email, spreadsheets, and picking up new systems quickly
• Accurate with detail. Orders, dates, names and prices matter here
• Able to work on your own initiative in a small office and make sensible decisions
• Reliable and punctual for an 8:00am start, five mornings a week

Desirable

• Experience in food retail, butchery, farm shop, hospitality or another fresh food business
• Experience replying to reviews or managing social media for a business
• Experience with an order management, EPOS or ecommerce system
• Interest in using AI tools to make a job better rather than being wary of them
• Some knowledge of allergens and food safety

Hours, pay and what we offer

• 25 hours per week, Monday to Friday, 8:00am to 1:00pm
• £12.71 to £13.50 per hour depending on experience
• Permanent, part-time. No weekends
• Employee discount on our products
• Free parking at Knowle
• Company pension
• Profit share scheme (for this role estimated at £300+ per year)
• A brand new role you get to shape, in a business that is growing and where the directors are on site and reachable

Please note that holiday is not normally approved over the Christmas trading period or the week either side of a new store opening.

How to apply

Apply through Indeed with your CV and a short note telling us about a time you turned an unhappy customer into a happy one.

Pay: £12.71-£13.50 per hour

Expected hours: 25.0 per week

Benefits:

• Casual dress
• Company events
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Profit sharing
• Store discount

Application question(s):

• How would you respond to this google review - A rare disappointment...sweet and sour chicken with noodles.tasteless chicken, certainly not sweet and sour, and dry noodles.some cooking instructions might have helped but recipe needs looking at.

1st time tried a cheese and onion pasty tasty, but far too thick crust!

• Are you a foodie?
• What is your favourite food / meal?

Experience:

• Customer service: 1 year (preferred)
• Food industry: 1 year (preferred)

Work Location: In person