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A warm welcome to Little Green Radicals

We're hiring!

Customer Service Manager (Part-Time Maternity Cover)

Are you a friendly, helpful and positive person who is passionate about customer service, and enjoys managing a small team? Then this job is for you!

Job Type:

  • Part-time maternity cover, 1 year fixed contract
  • 24 hours a week, equivalent to 3 days a week but ideally spread across 5 days, please contact us if you are looking for flexible hours.
  • Location: Brixton - Hybrid working offered
  • Salary: £36,075.75 (pro rata)

About Us:

Little Green Radicals is a small, fast growing, award winning business. We make clothes for free-range little people with lively minds and busy bodies. Our colourful, playful prints and timeless, unisex styles are made to last, so our clothes stand the test of time and can be passed down again and again. We only use the best quality organic and Fairtrade cotton that’s better for children, better for the planet and better for the farmers.

What you’ll do day to day:

  • Manage a team of 2 people, coach and lead by example, and be accountable for ensuring our customers receive the best possible experience.
  • Ensure we have the right people recruited, who have a high performing mindset, are effectively trained, developed and supported, who put the customer first and deliver excellence each time.
  • Deliver effective 1-2-1's and coaching sessions, and ensure training is delivered and kept up to date following any business changes.
  • Effectively manage escalated, complex customer situations when required, ensuring a positive outcome and experience for our customers.
  • Follow current customer service policies, procedures and standards, and if/when needed develop and implement new ones to enhance the customer service experience.
  • Have a strong relationship with our Warehouse, and escalate any concerns impacting the department to them, and follow up until resolution.
  • Work dynamically with other departments (such as Marketing, production and design) to streamline processes and improve efficiency in customer service operations.
  • Be confident in working on multiple systems, and have a strong understanding of Excel.
  • Analyse any fraudulent/high risk orders, and decide whether they can be shipped.
  • Manage claims for missing parcels.
  • Track KPI's, such as Google and Internal Reviews, and ensuring any negative ones are handled efficiently.
  • Identify trends, issues and areas of improvement.
  • Manage and create templates for the department.
  • Stay informed about industry trends, regulations, and best practices within customer service.
  • Have a genuine passion for helping people, and for sustainable and organic clothing.
  • You will report directly to the Managing Director.

What we’re looking for (experience and skills required):

  • Proven experience (3+ years) in a customer service management role.
  • Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
  • Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and colleagues at all levels.
  • Solid understanding of customer service principles, practices, and strategies.
  • Ability to multitask, prioritise, and manage time effectively in a fast-paced environment.
  • Flexibility to adapt to changing priorities and business needs.
  • Very organised, with a structured approach to completing tasks
  • Interest in our brand ethics and ability to engage with our products

How to apply:

  • Please submit your CV and cover letter to caroline@littlegreenradicals.co.uk
  • Deadline 19th May 2024


Extra info:

  • We will conduct the first interviews via video call.
  • We pride ourselves on being a flexible employer, so if you are interested in working different hours please let us know.
  • We have an equal opportunities policy and welcome applicants from diverse backgrounds, including disabled applicants.
  • We require all applicants to be eligible to work in the UK.
  • Should your application not be successful you will be notified of this at the earliest opportunity.


Benefits:

  • Work from home opportunities
  • Flexible working hours
  • Great transport links
  • Casual dress
  • Employee discount
  • Paid volunteer days
  • Staff events
  • Additional leave
  • Casual dress
  • Enhanced maternity leave
  • Enhanced paternity leave
  • On-site parking
  • Sick pay