About Dougies Goodies Bakery:

At Dougies Goodies Bakery, our vision is "To pink up the world, one layer at a time". Whether it’s our famous buns or our custom cakes that turn any celebration into a party, we’re all about baking up joy and creating moments worth savouring.

Job Description:

This is a new role, and another BIG one as we expand, the right candidate will be overseeing our customer service team. We are looking for the right person who not only puts the customer first, also all those teammates who they will be responsible for. Not only do we want you to oversee the team, we want you to help expand the business, so this role is going to be perfect if you are a commercially minded people person who knows how to build awesome self-sufficient teams. Our new Customer Service Manager will provide weekly performance updates, as well as developing the customer experience across our various customer touch points. We will provide you with all the support and resources you need to grow and make you a success in the new role. You’ll need at least 5 years’ experience in a similar role and level, though we may consider someone who’s ready to make the step up.

If you love the cut and thrust of a fast-paced business, but not the normally unsocial retail hours of late nights and weekends, then this is the role for you.

Dougies Goodies are open Mon-Sat 7:15am-5.15pm. We don’t work Sundays. You'll be expected to work shifts during our customer service hours which are 8:30am to 4:30pm Monday through to Saturday.

Responsibilities:

1. Supervise, train, and mentor a team of customer service representatives to ensure they provide excellent service as well as conducting regular performance evaluations and provide constructive feedback.
2. Develop and implement training programs to enhance team skills and knowledge alongside fostering a positive and productive work environment that encourages teamwork and professional growth.
3. Oversee day-to-day operations of the customer service department to ensure timely and efficient resolution of customer inquiries and issues. Handle complex or escalated customer complaints and disputes, ensuring satisfactory resolutions.
4. Implement and maintain customer service policies, procedures and standards whilst continuing to monitor and improve customer service processes to enhance overall customer satisfaction.
5. Prepare regular reports on team performance, customer feedback, and operational efficiency for senior management.
6. Oversee the implementation and maintenance of customer service tools and software, such as CRM systems, helpdesk platforms, and communication channels ensuring the team is adequately trained on the use of these tools to maximise productivity and service quality.
7. Explore and recommend new technologies to improve customer service operations.

Qualifications:

• Previous experience (preferably 5 years) in customer service preferably in a bakery or food-related business.
• Strong leadership, communication, and interpersonal skills, with the ability to effectively manage a diverse team and build positive relationships with customers and colleagues.
• Passion for our brand and a commitment to delivering an exceptional experience for our customers
• Proven track record of achieving results and customer satisfaction.
• Excellent organisational and multitasking abilities, with the flexibility to adapt to changing priorities and work under pressure.
• Proficiency in payment and POS systems as well as other relevant software applications.
• Ability to work effectively in a fast-paced environment, remaining calm under pressure and maintaining a positive attitude.
• Flexibility to work a variety of shifts

Ready to join the Dougies Goodies Bakery family? We can't wait to welcome you aboard! To apply, simply send us your CV and a brief message telling us why you'd be a perfect fit for this role. Let's create some sweet memories together!