Customer & Community Service - Manager

Ideal candidates will have:

• Experience in customer service
• Experience managing online communities
• CRM experience
• Excellent organisational skills
• Strong written communication
• Confidence handling sensitive situations

Highly desirable:

• Zendesk
• Intercom
• Community moderation
• Membership businesses
• Events
• Apps or digital products

You are:

• Organised
• Calm under pressure
• Empathetic
• Reliable
• Professional
• Proactive
• A confident communicator
• Comfortable making decisions

You genuinely enjoy helping people.

You understand that excellent customer service builds trust, while excellent community management creates belonging.

You take pride in creating exceptional experiences for every member.

Every team member at KK is expected to do what needs to be done to make things happen.

We call this Eggs Benedict.

The phrase comes from an inspection trip where the Assistant Cruise Director was presenting on television, fetching coffee, performing on stage and, during a busy breakfast service, serving Eggs Benedict to guests.

Every part of the experience mattered, and everyone stepped in wherever they were needed.

Some days you will be answering customer enquiries.

Some days you will be moderating communities.

Other days you may be helping launch new features, testing booking systems, creating knowledge articles, supporting an event or helping a team member solve a problem.

Titles do not matter here.

Outcomes do.

If something needs doing, you do it.

That is Eggs Benedict.

• Remote role
• Flexible working hours based on customer demand
• Some evenings and weekends required
• Time off in lieu provided
• Additional hours may be required during major launches and events

• £30,000 to £34,000 depending on experience
• 25 days annual leave plus bank holidays
• Pension
• Private health and dental insurance
• Remote working
• Freelance initially, transitioning to PAYE
• Opportunity to join the staff share option scheme after 12 months

Salary range: £30,000 – £34,000 depending on experience.

• 25 days paid annual leave
• Pension
• Private health and dental

The role will begin as freelance and transition to PAYE.

After 12 months there is potential to become part of the staff share option scheme.

This role sits at the heart of the KK member experience.

You will be responsible for delivering outstanding customer service, operating and growing our online members community, improving systems and processes, and helping create a safe, engaging and welcoming environment across every KK brand.

If you enjoy solving problems, building communities and creating exceptional experiences, we'd love to hear from you.