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Multi-Channel Customer Service Leader

Posted 5 February by Pret A Manger Ended

People at Pret work hard, have fun, learn a lot and really grow. Right now, we’re looking for a passionate Multi-Channel Customer Service Leader to join us.

Excellent customer service has been a key part of Pret’s recipe for success since its first shop opened in 1986. Today, listening and responding to customers remains vital to Pret’s customer loyalty and brand reputation.

This role reports to the Multi-Channel Customer Manager and is responsible for leading and motivating a small team of Customer Advisors to deliver a first-rate experience to Pret’s customers. You will manage and support the team in responding to Pret customer contacts across all channels, including social media, web, email, and phones. You will ensure all customer queries, complaints, compliments and feedback are handled consistently and according to Pret’s customer experience guidelines.

You will manage the rotas, workloads and SLAs for your team, ensuring we meet our high standards for customer experience as time efficiently as possible. You will be confident and competent to manage and resolve highly sensitive contacts, including potentially viral issues on social channels and contacts received through the CEO’s office.

We're looking for someone who has excellent written and spoken English who is able to write accurately, concisely and with a good dose of personality. This person will act as a role model for the team in how to resolve contacts and exceed customer expectations – being calm, professional and methodical in dealing with sensitive or tricky customer issues.

Skills and experience

  • Excellent verbal and written communication skills and the confidence to handle both complex and sensitive contacts.Excellent judgment on when to escalate an issue and experience of resolving highly sensitive contacts.

  • Experience and knowledge of managing social media customer service, phone and email channels, and executive office.

  • Experience of line managing and managing a team to deliver against service levels.

  • Passionate about listening to customers and exceeding their expectations – champion the customer within Pret.

  • Excellent internal stakeholder management: from shop teams up to Board level, including working directly with our CEO to respond to his customer enquiries.

  • Working knowledge of CRM platforms such as Conversocial, ServiceNow or Zendesk is preferable but not a necessity.

Pret offers:

- Competitive salary and annual bonus

- 33 days holiday a year including Bank Holidays

- Private healthcare

- Life assurance

- Pret pension scheme

- Season ticket loan

- Free lunch and drinks

- 50% discount in Pret shops worldwide                                       

- Great reward and recognition events
- Legendary parties

And most importantly, you’ll be joining the Pret family where we have fun and look after each other.

If this sounds like your perfect role and you have relevant experience, we’d love to hear from you.


Reference: 34035271

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