Customer Service Manager

Who is Pepe’s Piri Piri? At Pepe’s we serve fresh flame-grilled chicken to have either to sit in, takeaway or home delivery. We are a family-run business with over 200 stores open predominantly across the UK but we do have a presence in the UAE and Pakistan. Our business is a franchise business model. Our Head Office is in Watford. It is not an easy location to get to if you do not drive, so this is a strict requirement for the role. Our Head Office team is a small team of 16. We also have a field team of 9. A total of 25 employees. All the Head Office team work in the office 5 days a week 9am to 5pm. This is a requirement of the role and there is no remote working. More about the role Customer Service Manager will: Answer customer and franchisee queries via email, and phone within the time set by Pepe’s Head office and in friendly but professional manner at all times. To track customer and franchisee queries and complaints to be able to report every week. Provide exceptional customer service and computer admin support. Proficient Excel skills including basic formulas, is a requirement. Be confident communicating on the phone and online. To answer reviews left online and through social media platforms, helping improve star ratings for Pepe’s stores. Build strong working relationships with internal teams. Process customer credits via online platforms and be able to provide an audit trail for such credits. Log and track all customer contacts through our CRM system and update as required. Be system-confident and quick to learn. Collaborate with our internal teams to provide the best outcome for our customers, franchisees and Pepe’s Head Office. Handle customer data in accordance with GDPR requirements. Have an understanding and interest in our products. What we are looking for: Previous experience in customer service & strong computer skills are essential for this role. Ability to multitask and prioritise a variety of queries across different channels e.g. phone and email. High levels of attention to detail. A team player. Strong written and verbal communication skills. Ability to work in a fast-paced environment. Calm, patient, helpful and positive nature. Adaptable to change and willing to embrace new ideas. Solutions-focused and able to diffuse any challenging conversations with customers and franchisees. Always protect the company from fraud and financial exposure To live within a reasonable distance to commute, using your own transport, to Pepe’s Head Office in Watford. Package: · £40,000 · 28 days holiday inclusive of Bank Holidays · Statutory contributory pension · Free onsite parking · Free onsite gym

Location: Watford, GB

Posted Date: 1/30/2025