Join the dynamic team at World of Sweets, the UK's leading confectionery distributor, where we believe that work should be sweet as sugar!
We are seeking individuals who can bring their A-game and sprinkle a little magic into our vibrant and innovative environment. As part of our team, you'll have the opportunity to work with exclusive global brands and help create exciting new products that will leave our customers on cloud nine.
We value creativity, collaboration and a commitment to excellence. Our salaries and unique benefits look to ensure our employees feel valued and inspired. If you're ready to make a sweet impact in the world of confectionery and roll with the best, apply now and help us delight customers everywhere - because here, every day is a candy-coated adventure!
Our hardworking and super knowledgeable Customer Service team are based in Sutton in Ashfield. We are now looking to recruit a part 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 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).
This part-time role will be 19 hours per week over 3 days (Wed-Fri), shifts will vary on a weekly basis between the office hours of 8.00am-6.00pm, and will be given a week or more in advance.
Plus, one Saturday a month which will be paid as overtime and will be work from home once fully trained.
Once you have been trained, there will be the opportunity to work one day a week from home should you choose to do so.
Our Customer Service Representative role will be responsible for:
- 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!
We have a relaxed culture with a truly fantastic mix of people and skills. On top of salary and pension offerings, there is life assurance along with a number of regularly reviewed benefits including access to not one but two Employee Assistance Programmes for you and your family (which include free doctors appointments and access to mental health professionals), a cycle2work scheme, discounts for a variety of different retailers and fitness/leisure outlets, regular inhouse training which allows us to further educate our colleague around subjects such as mental health and the menopause.
We also offer our colleagues the chance to study towards relevant qualifications which includes courses via the apprenticeship route.
Oh, and there’s sweets a plenty…..truly temping 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: Part-time, Permanent
Pay: £12,793.33 per year
Expected hours: 19 per week
Benefits:
- Canteen
- Casual dress
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Work from home
Schedule:
- Day shift
- Weekend availability
Work Location: Hybrid remote in Sutton-In-Ashfield
