Job Description
Customer Service Manager (12-Month Maternity Cover - August 2025-August 2026)
Are you ready to be part of an extraordinary journey with a high-growth venture that’s transforming a £100 billion consumer category? We’re Purdy & Figg, a rapidly growing, eco-friendly business on a mission to revolutionise the way people clean – and we’re looking for passionate individuals to join our team!
Back in 2018, NHS nurse Purdy Rubin and horticulturalist Charlotte Figg set out to create cleaning products that are not only effective but also safe for the environment. Spurred on by Purdy’s sons, Charlie and Jack, they partnered with Chemist Dr. Anna Slastanova to develop natural, beautifully-scented, and refillable cleaning products that rival the ‘big guns’ of the industry.
What started as a humble venture has blossomed into a powerhouse brand with over 400,000 loyal subscribers. We’ve seen an incredible five-fold increase in sales over the past year alone, cementing our place as a leader in the natural cleaning market. And we’re just getting started!
Recognition & Growth
➔\tRanked #1 on 2025’s FEBE Growth 100 list of fastest-growing UK businesses
➔\tRanked #9 on 2025’s Sunday Times 100 list of fastest-growing UK businesses
If you’re passionate about sustainability and want to be part of a dynamic team that’s making waves in the industry, we want to hear from you!
Could you be the next member of our growing team?
Job Summary:
We are looking for a dedicated and experienced Customer Service Manager to join our team on a 12-month maternity cover contract. This role will support the day-to-day management of our Customer Service function, helping to maintain our reputation for outstanding customer care. You will oversee a team of customer service representatives, ensure service standards are met, and collaborate across departments to ensure a smooth and customer-focused experience.
Key Responsibilities:
* Manage the daily operations of the Customer Service team, providing support, coaching, and performance feedback.
* Monitor and report on customer service KPIs to ensure targets are met and areas for improvement are identified.
* Respond to escalated customer inquiries and complaints with professionalism and empathy.
* Support the implementation of customer service policies, processes, and systems to enhance efficiency.
* Continue to optimise the existing AI tool to drive customer service efficiency.
* Liaise with internal teams (Product, Tech, Operations, Brand, Growth) to ensure customer needs are represented.
* Assist in maintaining and updating customer service tools and documentation.
* Help prepare the team for product launches and campaigns by communicating key details and timelines.
Additional Responsibilities:
* Coordinate with the warehouse team to ensure accurate and timely order fulfilment.
* Use the Warehouse Management System (WMS) to track order status and performance metrics (e.g., SLA, mispicks).
* Communicate upcoming campaign plans and new product SKUs to the warehouse and customer service teams.
Requirements:
* Previous experience in a customer service supervisory or management role.
* Strong team leadership and interpersonal skills.
* Excellent written and verbal communication abilities.
* A solutions-focused mindset with strong problem-solving skills.
* Experience using customer service platforms, reporting and AI tools.
* Understanding of customer expectations and a passion for providing a positive experience.