Head of Customer

1 week ago

Tonbridge, Kent, United Kingdom Atom Group Full time

Wanted: Head of Customer (Service, Experience and Delight)

Master of Malt
We're a multi-award-winning drinks and technology start-up on a mission to disrupt the drinks industry.

We're re-imagining online drinks retail from the ground up, using cutting edge technology and fanatical customer service to build a company we want to be customers of and create unexpected delight as we help people explore, buy and enjoy high end whisky and other premium spirits.

In everything we do, we are disruptive innovators; it is baked into our DNA to challenge orthodoxy and received wisdom wherever we find it.

We've grown a lot since we were just a few kids in a shed with big dreams and no money, but we haven't lost our hunger to build something great, and we're looking for people who have the same passion for making things better to join us on that journey.

In the last 10 years we've become the number 1 player in our industry, but we've barely gotten started. We're excited about the future, so if you'd like to come and help us build it, read on

About the role (and you)

You're smart, tenacious and motivated. Hospitality is at the core of your being, and creating unexpected delight is the thing which sparks joy in you - that moment when you blow someone's mind because they weren't expecting what you did for them and years of living with mediocrity had numbed them to the idea it was even possible.

We're not counting the number of 5 star reviews, we're counting the number of people who write a letter to our founder to say they can't believe how amazing our service is.

You love to work fast, and learn fast - you can explain every step of the chain from google to delivery in detail because you own it. You are constantly adapting and improving the systems and processes around you. You get out of bed each morning excited make things better.

You know how to rally "A" players to your cause and are utterly intolerant of mediocrity. You love to coach and mentor incredible talent, but have no time for people who don't take ownership and put in the effort.

You love automating things so your team have more time to delight customers rather than do paperwork, you are intolerant of repetitive tasks a machine could do better.

You like the pace and intensity of a start-up and can't stand the bullshit bureaucracy of slow corporates.

You have a positive can-do attitude, you learn fast and you relish a challenge. You question things and need to understand them on a deep level.

Your job here will be to build an insanely great customer experience through insanely great customer service. Everything in the service of that goal is your job.

You'll be putting the humanity back into customer communication, and showing them there's a real person on the other end who actually cares.

You don't have to be a Whisky expert, but you'll need people on the team who are, and your curious nature will mean that after a few months you'll be something of an expert yourself.

You aren't going to sit in an ivory tower, you'll do whatever needs doing - from hiring amazing people to picking up the phone to a customer, writing and iterating our automated email templates to sweeping the floor. We're looking for owners, and owners do whatever needs doing to make the company successful.

Every customer interaction is an opportunity to create a story they will tell for the rest of their lives. We're in the business of creating those stories.

Sound like it could be interesting? Don't bother calling us. Sound like you can't imagine working anywhere else? Get in touch and apply

Benefits

We're all about boundless curiosity, so you'll discover loads of opportunities to spark your creative flair and work along-side unreal talent who all have the same job description, to 'Make Atom Successful.' Trust is at the epicentre of all that we can do, so you'll work in a transparent and honest environment where we have each other's backs, and be free of aging corporate policies and rules.

Life here's about so much more than pay and benefits - you might get a slightly higher salary if you cram onto an expensive, crowded commuter train into the city, but you'll struggle to find a company with the flex, agility and unique-ness that we have. In short, we've got you covered financially but if money is your main driver, we're not for you.

We hate waste in all of it's forms and time is no different, so we're focused on productivity and output rather than when or where you work, or what you wear into the office - you can come in fancy dress for all we care This means that although we can't promise anything, flexible working options are built into our DNA.

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