Customer Support Executive

5 months ago

Sheffield, United Kingdom FareShare Full time

**FareShare Go**

**Customer Support Executive**

**Reporting to**:Customer Manager

**Location**: Sheffield

**Contract**:Permanent

**Hours**: Full time, 35 hours a week

**Salary**:£22,495-£23,170

**About FareShare**

As the UK’s national network of charitable food redistributors. We believe that no good food should go to waste. We redistribute surplus food to charities that turn it into meals. We are doers. We are a community. We change lives

We have an excellent opportunity to join FareShare and if you feel that you would like to make a difference this may be the role for you.

**About FareShare Go**

FareShare and the Irish social enterprise FoodCloud have been working together since 2016 in a partnership designed to help UK retailers address the issue of edible surplus food they may have within their stores. This innovative partnership, known as FareShare Go, brings together a technology platform and FareShare’s knowledge of the UK charity food redistribution market. Using technological solutions, we connect charities with edible surplus foods from several major retail and restaurant partners across the country.

**FareShare’s Strategy and Vision**

**Our Purpose**:We are doers. We are a community. We change lives.**

**Vision**: We have the vision of a UK where “No good food goes to waste”.

**Mission**: To use surplus, fit for consumption, food to feed those who are vulnerable in the UK by supporting front line charitable organisations that tackle the cause and not just the symptoms of food poverty.

**Our Values**:
**Passion** - for our cause and the challenge that lies ahead

**Ambition** - to go the extra mile and drive the change that must happen

**Respect** - for ourselves, each other, our volunteers, our partners and our beneficiaries

**Collaboration** - it is only by working with others that we can be stronger

**Focus** - on providing the best service possible so that we deliver and achieve the most for our clients/customers.

**The role**

The Customer Support Executive role is responsible for assisting both internal and external stakeholders through out every action taken. This role is required to have in depth knowledge of all FareShare Go, and FareShare Uk’s policies and procedures, our various systems and platforms, excellent communication and analytical skills and a can-do attitude. The Customer Support Executive is the face of FareShare to our partner organisations, answering inbound queries to identify not only the issue but the root cause of the problem, and are responsible for seeing this through until the underlying cause has either been resolved or escalated to a stakeholder to investigate. This role goes beyond looking at these issues on a case-by-case basis, being responsible for highlighting trends across the issues that come across the support teams' desk to identify overarching themes and suggesting improvements to address these. Relationship management underpins every action carried out throughout the day, be it customer, stakeholder, or colleague facing to ensure that we are providing the best possible service we can. This can take many forms, from complaint handling with our customers when there is a retailer issue, expectation management when there is a customer misunderstanding, conflict resolution between our customers and/or retailers, to ensuring that all our records are detailed, up to date and inclusive of all information needed for our colleagues to carry out their role. This team sets the standard for customer support for FareShare, acting as brand ambassadors whilst advocating for our charities and retailers alike to ensure that we achieve our mission of ensuring that suitable food reaches our communities by supporting our community partners who tackle the causes behind the symptoms of food poverty in the United Kingdom.

**Main areas of responsibility**

**Resolving support issues**
- Working with our charities to maintain seamless high quality support, including solving issues as they arise, and escalating to appropriate stakeholders.

**Charity compliance**
- Managing all charity compliance workstreams for one of four FSGo Regions through effective reporting, analysis, communication and intervention with charities to achieve agreed KPIs

**Effective use of CRM**
- Understanding and using a Customer Relationship Management system to support all charities, by maintaining up to date records on all charities and scheduled donations.

**Supporting regional teams**
- Working closely with our regional field teams to transition charities from initial to ongoing support, supporting their engagement and retention work with collecting charities.

**Stakeholder support**
- Working with the data support team to identify support trends, by analysing performance, gauging satisfaction and proactively escalating key issues.
- Working closely with our retailer partners and tech supplier to resolve issues and action requests.

**Charity Recruitment and lead G

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