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
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