Connecting farming communities to people who care
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Job Role
Customer Experience Assistant
Location: Shepton Mallet
Contract: Full time, Permanent
Pay: £28,288 pa
Who are we?
Field & Flower was founded in 2011 by two friends after meeting at agricultural university, one a farmer and the other a food lover. We are a leading UK food subscription business specialising in grass fed, free-range meat and responsibly caught fish, connecting farming communities to people who care.
Job overview
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. 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.
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 role. • Customer-first mindset with a focus on excellence. • Excellent communication skills – both written and verbal. • Good time management and personal organisation. • 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)
Extra Information
Full time, Permanent: Monday-Friday, 9am-5.30pm or 9.30am-6pm. Based in our Somerset office 5 days a week.
Competitive salary
Pay £28,288 pa
If you are interested in working with us, please submit your CV and cover letter explaining why you are interested in working for Field & Flower by email to [email protected].