Customer Service Team Coordinator at field&flower
- 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.
- 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.
- 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.
Full Time, based at our Wandsworth Town office, South West London.
Please PM for more details