Customer Service Team Coordinator at field&flower

1 post
fieldflower
Posts: 3
Joined: Nov 2019
Options:
Share this post on:

Customer Service Team Coordinator at field&flower

Postby fieldflower » Thu Nov 07, 2019 2:33 pm

Customer Service Team Coordinator at field&flower
 
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’re now a leading UK food subscription business specialising in grass-fed, free-range meat and sustainable fish. As our business is rooted in traditional British farming, our aim is to reconnect the customer with British, free-range farms and deliver award winning ethical produce without compromise.We have just won the Observer Food Monthly Independent Retailer and we’re currently Online Butchery Business of the Year. If that wasn’t enough The Telegraph recently gave us a 10/10 review. Role Summary:We’re looking for a confident, highly motivated and meticulous person to head our customer team to lead a team in delivering exceptional customer service. You will be doing everything from managing the customer service team to strategically driving the department. Responsibilities:
  • Manage the customer service department and deliverable department KPIs, ensuring department performance is circulated within the team and wider business.
  • Management of the department road map to ensure continual improvements in service for our loyal customer base.
  • Record and report customer feedback to help with service improvements. You will work closely with the whole company working on new ideas to streamline processes and encourage a happy customer experience.
  • Regularly analyse the customer journey to ensure the experience is consistent and stress free.
  • Deliver great customer service over every communication platform (phone, email, live chat).
  • Being the primary escalation point, managing issues quickly and effectively to a high standard.
  • Communicating with our courier account manager, reporting issues and tracking resolutions.
  • Recruiting & training new members of staff and organizing regular catch ups to foster team communication across the department.
  • Managing department working hours and cover when needed.
  • Plan for peak trading periods such as Christmas to ensure customer service levels are maintained.
Requirements:
  • Customer service management experience preferred
  • 2+ years’ experience working with customers, delivering a high level of customer service, preferably in an online retail environment.
  • Analytical thinker and ability to monitor KPIs and adjust processes as needed.
  • Ability to develop a strategy and implement within your team.
  • Exceptional communication and problem-solving skills.
  • Team player who loves working in a small team.
  • Confident, proactive, organised, efficient and reliable.
  • Interested in food and ethical farming.
  • Familiarity with digital customer service tools, including social media.
  • Ability to work successfully in a time-sensitive and fast-paced environment.
What you’ll get:
  • Competitive salary and workplace pension.
  • Training on all our systems.
  • Great discount on our meat, fish and cheese, as well as a special friends and family discount.
  • Opportunity to make a big impact within field&flower & to learn about growing a successful business.
  • Fun and creative work environment.
  • Regular staff meetups and Friday beers.
More info:
Full Time, based at our Wandsworth Town office, South West London.
Please PM for more details
Post Reply