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Customer Support Manager

We are Muscle Food, one of the UK’s top 10 fastest growing companies and have become the leading internet retailer for high protein and clean healthy eating. As one of the most trusted online meat suppliers in the UK with a consistent 5 out of 5 stars rating on Trustpilot, we are passionate about creating a brand that customers love.

We are looking for an experienced Customer Support Manager to manage all customer communications both inbound and outbound to increase retention. You will responsible for a team of 10+ and will be experienced in managing a team to generate exceptional results. You will have the desire to push yourself outside your comfort zone and will thrive in a fast paced working environment.

The Role:

  • Managing a team of 10+ team members
  • Setting up processes, systems and structures to achieve KPI’s
  • Inbound and outbound team setup and management
  • Customer retention and sales generation strategy implementation
  • Ability to not only solve issues but work with others departments to ensure issues do not happen again
  • Staff training and development plans as relevant
  • Using data analysis to understand key trends, high demand times, more efficient ways to provide customer satisfaction
  • Delivering strong forecasts to enable forward planning and correct resource allocation
  • Weekly and monthly stakeholder reporting of all operational performance

What You Need:

  • 5+ years’ experience in similar roles required with experience in managing and setting up a team essential
  • Experience working for an Ecommerce company
  • Staff training and development plans as relevant
  • Inbound and outbound customer interactions
  • Working cross-department to improve processes across the company to reduce customer support issues and increase satisfaction
  • Creating retention strategies for customers from analysis of data is preferred but not essential
  • Experience working within a Pan European customer support team ideal but not essential.

What We Offer:

  • Highly competitive salary
  • Flexible working hours
  • Duvet Day plus your Birthday off
  • 25 days holiday plus 8 Bank Holidays
  • Free cinema pass or gym membership
  • Discounted Muscle Food products