Customer Service Manager
Wanted: Customer Service Manager - Maverick Drinks
We’re a multi award-winning drinks business on a mission to disrupt the industry.
We only want to work with products we want to drink ourselves, and we believe if we only represent things we truly love, other people will love them too.
We’ve built a portfolio of internationally successful drinks brands from scratch, including Bathtub Gin, Rumbullion!, Balcones, That Boutique-y Whisky Company Bluecoat Gin, Few, Filliers, New York Distilling, St. George Spirits, Wolfburn, Smooth Ambler and Drinks By The Dram, which regularly win “all the awards” (seriously, Google us, it’s ridiculous).
We already work with some of the biggest and most prestigious retailers in the UK and beyond, including Waitrose, Morrisons, Tesco, Majestic, Ocado,, Wine Rack Selfridges, Fortnum & Mason, Harvey Nichols, The Whisky Shop and Amazon, and we will be launching in even more big names in the next few weeks.
Last year our sales were in the tens of millions, and over the next 5 years we’re going to build a billion pound global business. We’re looking for incredible people to join us on that journey.
You care deeply about building a modern, efficient customer service function, able to meet the demands of our rapidly growing global customer base and providing an outstanding service experience fit for our world-class brands.
Creating a world class customer experience is more than just a job for you - it’s your calling. Most companies think customer service is just about answering the phone and responding to an email within a few days. You know different.
You’re disgusted at the mediocre job most businesses do and how badly they treat their customers. You want to be part of a company that does things differently - you know you could do it so much better, if only you worked in a business which didn’t thwart you at every turn with pointless rules.
You’ve had plenty of experience managing a customer service , you’ve seen what works and what doesn’t, and you’re ready to put those learnings into action. You will know how to build, engage and motivate a strong team to achieve great things in a fast paced challenging environment.
You are constantly striving to make things better, and you love to solve problems. You tell your boss how you dealt with challenges in a smart and novel way, rather than why you couldn’t do something.
You’ve got a great attitude and pick new things up fast. You question things and need to understand them on a deep level. You get out of bed each morning excited to get cracking and make things better.
The work is challenging, interesting and important. You’ll join a passionate and dedicated team working hard to build something they love.
No stuffed shirts here. You’ll have the ear of our founders, and you will help shape our strategy – your views will count - you won’t just be another cog in a big corporate machine.
Our service team is the living face of our business - everything we do must demonstrate our vision and values. Of course you’ll be responsible for shipping out duty-suspended orders all over the world and making sure they arrive in perfect condition, but that’s the easy bit - going above and beyond delight our customers when things haven’t gone to plan (and then changing the way we do things to make sure it never happens again) is where we really need to shine.
It’ll be hard work, but incredibly rewarding, and you’ll enjoy a lot of autonomy in your task. You can truly make a difference here.
The rewards are significant. We want you to do the best work of your life. Your salary will ultimately be driven by the value you add to the business - if you do great work, you’ll earn great money and it’ll keep increasing as we recognise and reward your contribution.
Our best people become stakeholders. If you’re world class, you’ll get a piece of the action.
Primary tasks and responsibilities
- Manage and grow the UK and international service team
- Design and implement an in-house training program to upskill and develop the team.
- Ensure that every single interaction a customer has with us is utterly delightful.
- Provide regular analysis and reporting on departmental KPIs
The successful candidate will:
- Have significant relevant experience managing a customer service team at a senior level.
- Be energetic, intelligent, dynamic, friendly, innovative and personable.
- Put the team and the company first.
- Be an excellent communicator across all media.
- Have strong logical, analytical and lateral thinking skills.
- Be comfortable with IT, including spreadsheets and Google Apps.
It would be great if you have:
- Experience with international import/export logistics
- A good understanding of UK and international alcohol duty and VAT.
- Experience dealing with HMRC.
- Significant experience shipping alcohol (under bond) to ROW destinations and a detailed knowledge of the paperwork, export and import processes involved.
Interested? Please apply to HR@maverickdrinks.com