Senior Client Support Advisor

6 months ago

StokeonTrent, United Kingdom FOODHUB Full time

Foodhub is one of the fastest growing tech companies in Staffordshire and already one of the largest food ordering platforms in the UK. Since 2017 we have grown from a small office in Tunstall to now employing over 1000 people in 6 different countries with many more exciting growth plans in the future.

As part of our growth we are now looking for a Senior Customer Service Executive to join the Foodhub family in Fenton and help continue developing our centre of customer excellence. If you are someone that wants to be more than just a number and are looking to work for a business that will treat you well, help you further your career and develop you professionally, then read on and get in touch.

We are looking for people that have fantastic communication skills, who love speaking to people and have the natural ability to help our clients solve day-to-day problems. In return for this, you will be rewarded with a competitive salary, opportunities to progress within the business and the chance to work in an environment where going to work is exciting everyday, not just something you do to pay those ever-increasing bills

**ROLE SUMMARY / PURPOSE**

**MAIN DUTIES & RESPONSIBILITIES**
- Accept all incoming calls and complete first call resolution to the best of their ability
- Take full accountability from start to finish to ensure a positive customer experience
- Investigate and resolve customer complaints quickly and efficiently. In the event issues are unable to be resolved, to ensure issues are escalated to the relevant department or agent
- Maintain thorough and accurate customer service records via MS
- Keep confidential records and financial information private and secure
- Explore and Support Foodhub clients with business growth using the Foodhub tools available
- Learn, maintain and upskill knowledge to ensure basic knowledge of all relevant technology and services provided by the company
- Communicate with customers about any merchandise orders, including any delays or changes in delivery
- Assist clients in Registering for Datman Accounts & Verification process

**SPECIFIC ACCOUNTABILITIES**
- Conduct first call resolution to all inbound queries & complete escalation accordingly
- Input all information regarding clients on MS
- Strong verbal and written communication skills
- Going the extra mile for our clients to ensure they have an exceptional experience with Foodhub
- Actively promote customers to provide feedback on the level of service and maintain a high level of CSAT.
- To be the best Customer Service team in the Foodhub business across the globe
- Help Support Business growth for our clients by exploring the tools Foodhub has available
- Be able to perform well in a fast-paced, high pressure role

**REQUIREMENTS**
- Will have worked in a front of house capacity in a takeaway or restaurant environment.
- Must have an understand how POS systems work from a technical perspective from installation right through fault diagnosis and resolution.
- Have experience working in a b2b environment, for example client management, contact centre or face to face.
- Be flexible to suit business needs, including working weekends and up until midnight.
- Visit clients in the field to help resolve technical issues.

Must have a full valid Driving Licence.

**Salary**: £26,750.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking

Ability to commute/relocate:

- Stoke-On-Trent: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 3 years (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

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