UK Customer Success Lead

Location - London with regular travel to Manchester (expenses paid) Join our milk round Our goal at Modern Milkman is to make the home sustainable, and, to date, we've prevented over 100 million plastic bottles from polluting the planet. Not bad for a business that started as four friends from Lancashire delivering milk from a beat-up truck! We're using technology, creative problem solving and innovating historical methods to bring back the Milk round and by doing that we offer our customers the ability to make more planet-positive shopping habits one small, simple and very convenient step at a time. We care about local communities and are really proud to connect our customers to local dairies, bakers and producers. You can find us across the UK and in the US (Connecticut, Massachusetts and Rhode Island) Your mission You'll be a dynamic leader of the Customer Success team, who is the driving force behind delivering exceptional customer experiences across all channels. Your role will be pivotal in balancing team management, customer satisfaction and operational efficiency to support the success of Modern Milkman. You'll work closely with other teams to tackle issues fast, making sure our customers feel valued and supported.,

• Manage day-to-day activities of the Customer Success team
• Monitor and drive team performance to meet KPIs and SLAs
• Handle escalated customer interactions and complaints
• Conduct regular team meetings, 1:1s, and performance reviews
• Monitor and manager quality assurance processes and performance measurement systems, implementing improvements as needed
• Analyse customer feedback and data to identify trends and improvement opportunities
• Collaborate with other departments to resolve complex customer issues
• Implement and improve processes for better efficiency
• Provide regular reports on team performance and customer insights, including metrics related to customer satisfaction, response times, and service outcomes, to senior management.
• Collaborate with Customer Success Manager to ensure consistency in service standards
• Plan and forecast labour requirements in line with Customer Success Manager, with growth forecast and cost implications considered.
• Ensure compliance with company policies and GDPR guidelines
  
  Proficiency in customer service platforms. We currently use Dixa.
• Experience with multi-channel support (chat, email, phone, social media and review platforms)
• Experience of real-time management of queues and Customer Success teams
• Strong reporting skills
• Proficiency in process implementation and documentation
• Comfortable with basic IT skills
• Experience analysing KPIs to manage performance
• Previous experience handling customer personal data in line with GDPR guidelines and regulations
• Leadership and team management skills, with experience of driving performance
• Strong problem-solving and decision-making abilities with customer and wider business in mind
• Excellent verbal and written communication
• Customer -centric: You go the extra mile to create memorable, unique experiences for our customers
• Adaptability and flexibility in a fast-paced environment
• Proactive in resolution, you think outside the box
• Detail-oriented with a focus on quality and consistency
• Ability to remain calm and decisive under pressure
• Positive, energetic and ambassadors, proud of the Modern Milkman
  
  25 days holiday, 8 bank holidays (5 flexible ones). Plus, your birthday off too!
• Up to 6% matched company pension.
• Access to thanksBen, for a range of core & flexible benefits
• Employee discount off Modern Milkman products
• Enhanced parental leave & pay
• Life Insurance
• Cycle to work scheme & Octopus EV salary sacrifice
• In-person company events
• £300 working from home set up
• £300 L&D budget per annum
• £300 Health and Well-being budget
• Endless samples of our stock - Seriously, our category managers have us taste testing food and drinks all the time!
• Up to 4 weeks working abroad
• 2x volunteering days and team volunteering days
• Loads of company clubs to join, from book clubs (Page Churners), Running, cycling and swimming (Trotters and Plodders), 5 aside Football (Modern Milkman FC) and any other pun-related clubs you can think of.
Interview Process: stages (incl. a task). Talent Screen > Hiring Manager Interview > Task with wider team> Ways of working interview >Final interview with our COO, Dom Candidate Experience to the high volume of applications, it might take us a little longer to get back to you. Most feedback will be shared via email and we make every effort to provide specific and constructive insights whenever possible. We strongly encourage candidates of all different backgrounds and identities to apply. We believe that our team is stronger with a variety of perspectives. Modern Milkman