World of Sweets Group are one of the UK’s leading confectionery and snack suppliers incorporating Bobby’s Foods, Hancocks Cash & Carry and Bonds of London. We are all things confectionery; our snacks range from branded chocolate, American novelties, our famous Bobby’s crisps and cakes to pick and mix. Along with our commercial and field sales teams, we have 14 cash & carry depots, over 100 vans on the road and two distribution sites across the UK.
Our hardworking and super knowledgeable Customer Service team are based in Sutton in Ashfield. We are now looking to recruit a full time, permanent, Customer Service Representative to join them – you will be based on our Inbound Team. This is a fantastic opportunity for someone with customer service experience.
The department operates Monday to Friday 8am-6pm; start and finish times will work on a 3 week, rotational basis; 8am-4pm week one, 9am-5pm week two and 10am-6pm week three. The team also take it in turns to cover calls for a few hours on a Saturday morning (which can be done from home).
Once you have been trained, there will be the opportunity to work up to two days a week from home should you choose.
Responsibilities:
* Managing our high volume of direct customer contacts into Customer Service in line with core service standards to effectively handle calls and emails to achieve first contact resolution.
* Identifying issues and priorities and to work across the business to find the most customer focused, cost effective and timely resolution.
* Assessing inbound customer email enquiries to deliver first contact resolution.
* Effective customer issue resolution to deliver world class customer service.
* Ensuring the correct capture and correct coding of all inbound contacts via internal CRM system.
* Capturing all contacts into the CC regardless of method of contact.
* Complaints Management: The CSR will own, resolve and review all inbound contacts.
* Handling social media enquiries through FB and Twitter within agreed SLA’s – using the appropriate tone of voice to match the situation.
* Handling all post into the CC and processing and logging accordingly.
* Sending internal compliment letters to the recipients.
* Assessment and discussions of complaint trends within CC – communicating and escalating where appropriate.
* Working cross functionally across interfacing teams and stakeholders to fully align and engage on areas to drive service improvement.
* Being a Customer Service Champion and be the subject matter expert to drive understanding and improve ways of working across the team.
Who would suit this role?
With previous customer service experience ideally gained in a similar environment, you will be passionate about providing the best customer experience all the time, every time. You will be prepared to take accountability, be proactive and positive all the time. Teamwork will form a fundamental part of your daily life!
What can we offer you?
We have a relaxed culture with a truly fantastic mix of people and skills. Aside from the salary we offer pension, life assurance and a number of benefits including access to two Employee Assistance Programmes for you and your family, a cycle2work scheme, discounts for different retailers, inhouse training including mental health and menopause awareness.
Oh, and there’s sweets a plenty at each of our sites…..truly tempting treats!!
As an equal opportunities’ employer, World of Sweets is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join World of Sweets.
Job Types: Full-time, Permanent
Pay: £24,500.00 per year
Benefits:
* Canteen
* Casual dress
* Company pension
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Paid volunteer time
* Work from home
Schedule:
* Monday to Friday
Work Location: Hybrid remote in Sutton-In-Ashfield
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