Who are Bird & Blend Tea co?
Bird & Blend was set up and is run by Krisi and Mike, who met whilst studying Politics (of all things!) at university. Starting off by packing tea in their bedroom, attending markets, and building Bird & Blend from scratch while staying true to our ethos and values have been Krisi and Mike’s passions. Now with an awesome team, multiple retail stores & a thriving international online store, Bird & Blend is leading the way in tea innovation in the UK. You can read heaps more information about us and our mission here: our story.
The Business Context & Purpose
1. Currently we have over 200 employees across our warehouse, retail locations, and support centre functions. We currently have 25 stores across the UK, so have grown rapidly in the last 2 years.
2. Over the next 3 years, our purpose is to be known & loved as a great place to work, that empowers our people to:
3. Deliver awesome experiences that make our customers smile
4. Build a community of ambassadors to tell the story and spread the word
5. Develop trailblazing products & experiences in our magical world of tea
Why We Need You
At Bird & Blend, our customers, affectionately known as 'Teabirds', are at the heart of everything we do. Delivering exceptional, above-and-beyond service isn't just a goal—it's our passion! As we continue to grow both online and in-store, we're looking for a dedicated and enthusiastic Customer Service Team Member to join our CommuniTEA Experience team. If you love making people smile, solving problems, and sharing your passion for our magical world of tea, we want to hear from you!
What does a Customer Service Team Member do?
Our CommuniTEA Experience team is responsible for all inbound communication channels, ensuring that every customer receives the same high levels of service and brand passion remotely as they would in our stores. We’re passionate about building meaningful connections and creating magical moments that leave every customer feeling valued, heard, and appreciated.
You’ll be the friendly voice and helpful problem-solver for our customers across phone, email, social media, and live chat. You will ensure all inbound communications are responded to in a timely and helpful manner, consistently reflecting our high standards. We’re looking for someone who is highly organised, proactive, and passionate about spreading happiness with every interaction.
Key Responsibilities
1. Customer Interaction: Deliver outstanding service via phone, email, chat, and social media, ensuring every customer feels valued and heard.
2. Issue Resolution: Effectively manage and resolve customer complaints, concerns, or issues professionally, empathetically, and efficiently.
3. Product Knowledge: Develop and demonstrate in-depth knowledge of Bird & Blend products enabling you to provide accurate and helpful information to our customers.
4. Order Assistance: Support customers with order placements, tracking, returns, and exchanges.
5. Feedback Handling: Gather and share customer feedback to continuously improve our service.
6. Customer Retention: Build lasting relationships by providing a personal touch.
7. Collaboration: Work closely with other teams to ensure a seamless and joyful customer experience.
8. CRM Usage: Maintain accurate customer records and interactions using CRM tools.
Skills, Experience & Attributes
1. Proven experience in customer service, retail, or similar customer-facing roles.
2. Excellent verbal and written communication skills.
3. Strong problem-solving abilities with a proactive, resourceful approach.
4. Ability to multitask in a fast-paced environment.
5. Strong emotional intelligence and empathy.
6. Familiarity with customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) is a plus.
7. Comfortable using G-Suite Applications.
8. A positive, friendly, and approachable demeanour.
9. Detail-oriented with strong organisational skills.
10. Ability to work both independently and collaboratively.
Are there any perks? Of course there are, for all the hard work you will get:
1. We are proud to be a Sunday Times Best Places To Work 2024 employer.
2. Friendly and supportive team culture.
3. Membership of company pension scheme (if applicable).
4. Holiday accrual that grows with loyalty.
5. Life Insurance & Income Protection.
6. Health Cash Plan.
7. Life Happens Leave.
8. Complimentary drinks and snacks.
9. Monthly tea allowance and generous staff discount.
10. Employee Assistance Programme.
11. Bike to Work and Electric Vehicle Schemes.
12. Paid volunteer days.
13. Dog-friendly office.
Our Commitment to Sustainability & Ethical Practices
At Bird & Blend, people and the planet are at the core of everything we do. As a certified B Corp, we are committed to sustainability, ethical sourcing, and creating a positive impact.
What Are the Hours?
This is a full-time, permanent position (40 hours per week), with hours worked within our core operating times of Monday to Friday, 08:00 - 18:00. The role is hybrid, requiring in-office presence in our Goring-by-Sea location at least twice a week.
Inclusion & Diversity
We are committed to creating an inclusive and welcoming workplace where everyone can bring their true selves to work. Applications are encouraged from individuals of all backgrounds.
Ready to be part of something magical? Join us in spreading happiness, one cup of tea at a time!
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