Customer Service Assistant

5 months ago

London, United Kingdom Field & Flower Full time

**Who are we?**

Field& Flower was founded in 2011 by two friends after meeting at agricultural university, one a farmer and the other a food lover. We’re now a leading UK food subscription business specialising in grass-fed, free-range meat and sustainable fish. As our business is rooted in traditional British farming, our aim is to reconnect the customer with British, free-range farms and deliver award winning ethical produce without compromise.

**Role Summary**

We’re looking for a friendly, positive, and hardworking person to join our customer service team. As the first point of contact you will be talking to our great customers about their orders and accounts, answering any questions they might have. You will track deliveries ensuring everything arrives safe and sound by communicating with our couriers.

We are very proud of the level of customer service we give at Field & Flower and want you to help continue driving towards best-in-class customer experience.

The job role will include, but is not limited to:

- Giving great customer service over every communication platform.
- Managing issues quickly and effectively to a high standard
- Tracking deliveries & communicating with our couriers.
- Working closely alongside our Operations team to help enhance the customer experience and to help link our teams in Somerset and London.
- Communicating and maintaining a close relationship with third parties (couriers, packaging teams etc).
- Social media and review management
- Assisting the operations team with the ordering process over the weekend
- Helping with the retention of customers who may want to leave the subscription service.

**Requirements**:

- Passionate about food and ethical farming.
- Previous experience in an Ecommerce customer service role
- Ideally familiar with online logging platforms e.g. Magento and Salesforce (although in house training will be provided).
- Confident on Microsoft Office: Excel, Word, Outlook & Teams.
- Data analysis skills
- Driven and self-motivated.
- A concise and methodical approach to time management and personal organisation.

**Employment benefits**
- 40% off all Field & Flower products.
- Private health and dental care
- Social team with regular meet ups
- Great small team atmosphere
- Opportunity to grow and take on more responsibility in the business.

**Included**:
NEST Pension scheme.

30 days’ holiday, pro rated, (including bank holidays) & Birthday Day off + 1-day extra holiday after 2 years’ service up to a maximum of +5 extra days’ holiday

**More info**:
Part Time - **Covering Saturdays & Sundays**. 8.5 hrs set between 8.30am - 6pm. Additional hours may be required in peak periods.

This role is currently 100% home based, but a Hybrid model may be introduced. Must be London based.

**Interview process**

This will likely be a 3-stage interview process.

1st
- Short phone introduction with Customer Service Manager

2nd
- Interview with Customer Service & People Manager & written exercise

3rd
- Interview with wider team

**Job Type**: Part-time

**Salary**: £11.00 per hour

**Benefits**:

- Company events
- Company pension
- Employee discount
- Private dental insurance
- Private medical insurance
- Work from home

Schedule:

- Every weekend

**Experience**:

- ecommerce customer service: 1 year (required)

Work Location: In person

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