Customer Care Advisor

The Recipe

The succesful candidate will work as part of a dedicated team delivering a first class professional customer service to a number of different platforms. Using a range of communication methods such as online portals and telephone to ensure that customer complaints and enquiries are inputted onto our state of the art systems and managed through to resolution in a timely manner.

The Role

You'll ensure complaints and enquiries are accurately recorded in CRM and use the system to interrogate information and produce reports which clearly state the type of complaints and enquires received, and build positive relationships with all key stakeholders to ensure complaints are resolved to the satisfaction of both the customer and stakeholders. Whilst working closely with the Food Safety and Technical teams, to report and resolve serious complaints you'll be responsible for responding in a timely manner to telephone calls, Web Forms, letters and emails from consumers and customers, following agreed systems and procedures. You'll also assist in the preparation of ad hoc and regular customer care dept.

Essential Ingredients

• Previous experience gained as a Customer Care Advisor, ideally gained within a customer care environment
• Systems: Experience with CRM; Confident knowledge of using IT programmes including PowerPoint, Excel and Word
• Excellent communication skills: Articulate; excellent verbal and written communication skills. 
• Excellent relationship builder- ability to liaise with people at all levels in the organisation, building rapport and establishing credibility to resolved queries and complaints quickly.  
• Ability to make timely decisions and take account of wider business risks and implications
• Confident and experience of dealing with difficult customers
• Ability to remain calm under pressure and in crisis situations
• Able to maintain confidentiality when dealing with sensitive situations

Extra Dough

You will want to know what your bread is worth:
 

• Competitive Salary
• A slice of the annual profits (discretionary profit share)
• Family time is important to us, and we know it will be to you, so you’ll have 5 weeks holiday and bank holidays with the opportunity to buy an additional 5 days each year
• Award winning pension scheme 
• Products you will love along with deals and discounts for you and the family through our Extra Dough website
• Support for your health and wellbeing, access to free physiotherapy, 24/7 access to a confidential helpline for practical advice and a comprehensive occupational health service