Senior Customer Service Advisor

2 months ago

StokeonTrent, United Kingdom FOODHUB Full time

Foodhub is a highly successful tech business providing EPOS and APOS systems to the restaurant and takeaway industry. Our online portal, Foodhub, is a consumer-focused online food ordering platform enabling customers to order their favourite dishes at the click of a button. Foodhub provides the latest technology, dedicated customer service and international advertising campaigns.

**SUMMARY / PURPOSE**

An Account Manager's main purpose is to act as a first point of contact for our VIP/ Platinum clients, working to resolve any issues and queries to the best of their ability, escalating more complex issues the appropriate departments.

We are looking for people that have fantastic communication skills, who love speaking to people and have a 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 everyday is exciting

**MAIN DUTIES & RESPONSIBILITIES**
- Responsibility for a portfolio of busy takeaway clients, some of which have multiple branches
- Being a trusted advisor, and supporting the client in growing their business and reducing their costs
- Increasing wallet share (orders) through our platform versus our key competitors (leading online food portals)
- Expertise on EPOS software and hardware to the extent that effective support can be provided to the Client at all times (training will be provided on this)
- Taking accountability, at all times, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third party individuals or teams

**SPECIFIC ACCOUNTABILITIES**
- Conduct first call resolution to all inbound queries & complete escalation accordingly
- Maintaining accurate records on the company MS
- Strong verbal and written communication skills
- Going the extra mile for our clients to ensure they have an exceptional experience with Foodhub
- 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**
- Have experience working in a B2B environment, for example client management, contact center or face to face.
- Be flexible to suit business needs, including working weekends.
- Visit clients in the field to help resolve technical issues.
- Must have a full valid Driving Licence and Car
- Experience working with POS systems would be useful but not essential as full training is provided.

**Benefits**:

- A competitive salary (base on experience)
- 33 days annual leave (inclusive of Bank Holidays)
- 5 flexible Bank Holidays - Work them if you choose and use the leave days elsewhere in the year.
- Holiday exchange - Buy up to 5 days holiday each year
- Employee Assistance Programme
- Wellness Scheme
- Discounted Cancer Screening
- Discount Hub
- Cycle to Work Scheme
- Gym Membership - Contribution of up to £30 per month
- Will Writing Service
- Mobile or Tech Salary Sacrifice Scheme
- Heavily discounted Bupa Select Complete (Medical History Disregarding) Policy option for you and your immediate family.
- Death in Service - Salary x4 Life Cover

**Job Types**: Full-time, Permanent

**Benefits**:

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

Schedule:

- 8 hour shift

Supplemental pay types:

- Performance bonus

**Experience**:

- Account management: 1 year (required)
- Contact Center: 2 years (required)

Licence/Certification:

- Driving Licence and Car (required)

Work Location: In person

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