Customer Care Project Lead

3 months ago

London, United Kingdom HelloFresh Full time

At HelloFresh, we want to change the way people eat forever by offering our customers high-quality food and recipes for different meal occasions. Over the past 10 years, we've seen this mission spread around the world and beyond our wildest dreams. Now, we are a global food solutions group and the world's leading meal kit company, active in 18 countries across 3 continents. So, how did we do it? Our weekly boxes full of exciting recipes and fresh ingredients have blossomed into a community of customers looking for delicious, healthy, and sustainable options. The HelloFresh Group now includes our core brand, HelloFresh, as well as: Green Chef, EveryPlate, Chefs Plate, Factor_, and Youfoodz.
- HelloFresh is on a mission to transform the way the world thinks about home cooking. Forget the hassle of supermarkets, or the tiresome process of planning your weekly meals - we deliver to your door all the ingredients, instructions and inspiration needed to make delicious meals at home, from scratch.

Most importantly, it’s our incredible people who make HelloFresh what it is. We thrive on giving our employees an inclusive working environment, in which they have access to development opportunities and in which their voices are heard and valued every day. This helps us best reflect and serve our customers.

So, if you’re keen to join a growing, caring company which puts its people at the heart of what it does, look no further

About the job

What you will be doing:

- Project Facilitation_
- Manage projects across CC, define & execute on the scope, objectives & deliverables
- Support and own the roll out of new projects coming from across the business, from a CC perspective
- Own the full life cycle of the project.
- Develop project plans that ensure key milestones, success criteria, quality controls & deadlines are met
- Collaborate & build strong relationships with Operational & Commercial teams
- Drive a customer centric approach with a best in class customer experience & ensure CC expectations are met in full
- Support in post-launch reviews & troubleshooting, iterating and actioning relevant changes
- Customer Care process improvements_
- Analyse, review & identify improvement opportunities across the UK CC infrastructure
- Optimise current ways of working by identifying process inefficiencies & fostering an organised and methodical approach across change strategies
- Prepare and present regular reports on project progress, outcomes, blockers and next steps
- Business Process Outsourcing (BPO) management support_
- Oversee day-to-day BPO management across specialist teams within CC
- Chair & attend meetings with CC teams across multiple specialist functions
- Foster strong relationships with stakeholders across the BPO landscape
- Provide leadership and guidance to team members

Who you are:

- Proven experience & expertise in CC operations, customer service & BPO management, relevant experience examples:

- Working across project launches & process improvements within a customer care operations function, directly with local & Business Process Outsourcing (BPO) stakeholders
- Supporting across day-to-day troubleshooting escalations, providing support, expertise & guidance across multiple topics and effectively communication relevant changes
- Analytical mindset with a focus on continuous process improvement and efficiency
- Excellent organisational skills & ability to handle multiple tasks and projects simultaneously
- Excellent communication skills & ability to interact effectively with stakeholders across diverse groups
- Great project management skills & proficiency in using project management tools and software
- Progressive customer care leadership mindset
- Proficiency in Microsoft Office & Google Suites

What you will get in return:

- 70% discount on HelloFresh or Green Chef boxes
- Bippit financial wellbeing account
- Premium Headspace account
- Group Life Assurance
- Cycle to work scheme
- Eye care scheme
- Learnerbly professional development membership
- MoreHappi unlimited professional coaching membership
- Company pension scheme
- Gym membership
- Bupa private medical insurance (including dental)

Other great perks:

- If in the office, enjoy a free breakfast every day
- Dog friendly office (London site only)
- Hybrid working
- 50/50 remote working & flexible start/finish times (role dependent)
- Mental health first aiders and an employee assistance programme
- Working from home equipment budget

Location: The HelloFresh Farm, 60 Worship Street, EC2A 2EZ, London.

Hybrid Working: 50/50 remote working
- About HelloFresh
- We believe that sharing a meal brings people of all identities, backgrounds, and cultures together. We are committed to celebrating all dimensions of diversity in the workplace equally and ensuring that everyone feels a sense of inclusion and belonging. We also aim to extend this commitment to the partners we work with and the communities we serve. We are constantly listening, l

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