Consumer Service Advisor

Role Overview & Responsibilities

OVERVIEW:

We are a British pet food company based in Crick, Northamptonshire, where customers, pets and their poo are at the heart of everything we do! We’re looking for a bright, bubbly and caring person to join our small, expanding Consumer Service Team. You’ll be chatting to a wide range of customers across phone, email & social media but you’ll also have the chance to dabble in reporting too. There’s flexibility for you to work from home some of the time.

WHAT YOU’LL BE UPTO:

· Chatting with our customers via phone, email & social channels– solving problems, making decisions but overall, hearing what each customer has to say and working out how you can ‘WOW’ them every time

· You can have your own say in improving our processes and customer experience, by picking up trends and sharing feedback with your team because let’s face it, you’ll know the customer best

· You’ll be in charge, or be part of bi-weekly quality sessions where you really get to show off how much you’ve impressed our customers

· There’s a little bit of admin worked involved where you’ll be sending the rest of the business weekly reports, so they get the chance to hear what our customers have to say, as well as attending the monthly Quality and Food Safety review meeting with a wider group of colleagues

WHAT WE WOULD NEED FROM YOU:

· A minimum of 2 years customer service experience is needed as call centre scripts aren’t part of the deal

· You have a genuine love for pets & their poo

· You get a kick out of helping people

· You’re someone who gets out of bed in the morning with a get-up-and-go attitude

· Someone who isn’t afraid of flexibility, changing things up a little and mucking in when needed

· You can spin a couple of plates at a time, managing your own workload and open to coaching and feedback on how to improve

· You’re very happy around systems and customer support tools, with a willingness to learn new systems and processes

· You don’t mind working on your own, but you’re also a massive team player

· Experience talking to customers through social media

This role is available for two hires, one at 13 hours per week and one at 17 hours per week.

NOTE: This job description is only a brief overview of what you’ll be doing day-to-day, but you may be asked to get involved in other tasks to support the team.

Job Types: Part-time, Permanent
Part-time hours: 13 per week

Salary: £10.77 per hour

Benefits:

• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free parking
• Referral programme

Schedule:

• Day shift

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Northampton: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Northampton