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Senior Customer Care Advisor

3 months ago

Blackburn, United Kingdom Pets Choice Ltd Full time

We are one of the fastest growing Pet Food Manufacturers in the UK and home to leading FMCG Pet Brands such as Webbox, Felight, Bob Martin, Meatiful and Vet’s Kitchen.


Our products range from food, treats, toys, accessories and healthcare for pets and small animals.

We manufacture and supply several channels including Grocery, Discounter, Wholesale, High Street Retail, eCommerce, Pet Specialist and Export markets.


We are going through continuous and sustainable growth and looking to add to our already amazing teams to be the best we can, and to become the leading business in the pet world


Make Pets Choice, Your Choice.


About the Role:

As the Senior Customer Care Advisor your main role is to efficiently and accurately provide customer support, deal with enquiries and complaints, and resolve any issues to their conclusion.


Key Responsibilities:

  • First point of contact for advice and support in respect of Pets Choice associated brands and products and ensure any queries and issues are resolved to an exceptional standard and satisfactory conclusion
  • Support the Customer Care Manager in the smooth running and effectiveness of the Customer Care function and the achievement of departmental objectives
  • Respond and resolve a wide variety of queries and complaints via telephone, email, post, chat, web, review forums and social channels for the entire portfolio
  • Ensure all cases and information is recorded into the CRM system
  • Demonstrate empathy and understanding
  • Pro-actively call consumers to pre-empt customer frustrations or case escalation. Be the point of escalation for the team for complaints ensuring swift resolution.
  • Encourage the generation of positive consumer reviews on review and website platforms.
  • Produce accurate and insightful reports on time to the agreed stakeholders.
  • Lead customer relations input for your areas in cross functional meetings, including chairing regular meetings to resolve ongoing issues to minimise future complaints
  • Support in the roll out and development of the CRM system to maximise performance and data insights.
  • Responsible for the adherence of agreed business policies and procedures, as well as legal requirements affecting the department e.g. GDPR
  • Maintain archived data – file and organise archived consumer contact to ensure that information can be found promptly if requested
  • Support with audits relating to the department where required
  • Identifying areas for improvement, implement better ways of working if necessary
  • Complaint investigation and root cause analysis


About you:

  • Experience gained from a FMCG Customer Relations/Customer care role
  • Experience of CRM systems in a contact centre environment
  • A genuine interest in working with and helping customers
  • Excellent communication skills, both verbal and written, with the ability to handle sensitive issues in an empathetic, polite and friendly manner
  • Good listening skills to be able to identify and define issues being raised by customers
  • Empathy and emotional intelligence
  • High level of attention to detail
  • Must be fluent in English
  • A flexible, enthusiastic, and committed attitude