Customer Service Representative
5 months ago
World of Sweets Group are one of the UK’s leading confectionery and snack suppliers incorporating Bobby’s Foods, Hancocks Cash & Carry and Bonds of London. We are all things confectionery; our snacks range from branded chocolate, American novelties, our famous Bobby’s crisps and cakes to pick and mix. Along with our commercial and field sales teams, we have 14 cash & carry depots, over 100 vans on the road and two distribution sites across the UK.
Our Customer Service team are based in Sutton in Ashfield and we are now looking to recruit a full time, permanent, Customer Service Representative who will be based on our Inbound Team. This is a fantastic opportunity for someone with strong customer service experience.
The department operates Monday to Friday 8-6 and start and finish times will work on a 3 week, rotational basis; 8am-4pm week one, 9am-5pm week two and 10am-6pm week three. We also offer hybrid working once the initial training period is complete.
In this role you will be responsible for:
- Identifying issues and priorities and to work across the business to find the most customer focused, cost effective and timely 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
**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
**Why work here?**
Simple really, it’s an amazing place to work Smart casual dress policy, ongoing wellbeing initiatives, an employee assistance programme for you and your family and of course access to lots of lovely sweets
A full and detailed training programme will be given to the successful applicant.
**Job Types**: Full-time, Permanent
**Salary**: £24,500.00 per year
**Benefits**:
- Life insurance
- On-site parking
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Sutton-In-Ashfield
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