*If you are interested in joining the Field & Flower team, please provide a cover letter alongside your LinkedIn application or send directly to nicole.hargreaves@fieldandflower.co.uk*
Field & Flower was founded in 2011 by two friends after meeting at agricultural university. We are a leading UK food subscription business specialising in grass fed, free-range meat and sustainably caught fish. Our mission is to connect farming communities with people who care.
We’re looking for a friendly, positive and hardworking individual to join our customer experience team and help us continue providing best-in-class service to our loyal customers. As the first point of contact, you’ll assist customers with their orders and accounts, answering questions via phone, live chat and social media and endeavour to save customers who wish to cancel their subscription. You’ll also track deliveries to ensure they arrive safely and maintain regular contact with couriers when needed. If you're customer focused, enjoy customer interactions and go above & beyond at every point of customer contact, this could be the role for you.
Job overview
The job role will include, but is not limited to:
* Delivering best-in-class customer experience over every communication platform
* Answering customer queries over the phone, email, online chat, or social media (about our service, website, accounts, deliveries, or products) in a consistent and timely manner.
* Make outbound telephone contact with customers who cancel subscriptions and retain them as customers
* Represent the voice of the customer while reflecting our brand values in every interaction.
* Conduct other outbound calls to existing customers to drive greater loyalty and retention such as lapsing calls, loyalty calls and failed payment calls.
* Track deliveries & communicating with our couriers.
* Working closely alongside our Customer Experience and Operations team to help enhance the customer experience.
* Communicating and maintaining a close relationship with third parties (couriers, packaging teams etc).
* Social media and review management.
Requirements:
* ·Previous experience in a Customer Service or Sales role.
* Customer-first mindset with a focus on excellence.
* Excellent communication skills – both written and verbal.
* Good time management and personal organisation.
* Confident making outbound calls to retain customers and prevent cancellations
* Confident using Microsoft Office and ideally familiar with CRM platforms (Magento, Salesforce – training provided).
* An interest in food & ethical farming.
* Great team player.
Employment benefits:
* 40% off all Field & Flower products
* Friends & family discount
* Private health and dental care
* A social team with regular meet ups
* Sabbatical leave opportunity every 5 years
* Enhanced parental leave
* Volunteering days
* Access to a variety of national and high street discounts
Included
NEST Pension scheme.
30 days’ holiday (including bank holidays)
Plus, your birthday day off + 1-day extra holiday after 2 years’ service up to a maximum of +5 extra days’ holiday. (pro-rated)
More information
· Permanent, Full time role, office based, in our Somerset office 5 days a week
· Hours - Normal hours of work 8.5 hours between 8 am and 6 pm on Monday to Friday, with a daily paid lunch break of 1 hour. You may be required to work bank holidays or evenings as the business requires, arranged in agreement.
· Pay: £12.21 per hour
Work Location: In person
Benefits:
* Canteen
* Casual dress
* Company events
* Company pension
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Free parking
* On-site parking
* Paid volunteer time
* Private dental insurance
* Private medical insurance
* Sabbatical