Senior Legal and Customer Services Administrator

3 weeks ago

Blackburn, Blackburn with Darwen, United Kingdom Pets Choice Full time

Job Title:
Senior Legal and Customer Services Administrator

Job Type:
Full Time, Permanent

Pets Choice is a rapidly expanding manufacturer in the pet food sector, recognized for its prominent FMCG brands including Webbox, Felight, Bob Martin, Meatiful, and Vet's Kitchen.

Our offerings encompass a diverse range of products such as food, treats, toys, accessories, and healthcare solutions for pets and small animals.

We cater to various distribution channels including Grocery, Discounter, Wholesale, High Street Retail, eCommerce, Pet Specialist, and Export markets.

As we continue to grow sustainably, we are eager to enhance our exceptional teams to achieve excellence and establish ourselves as the leading entity in the pet industry.
Make Pets Choice, Your Choice.

In the role of Senior Legal and Customer Services Administrator, your primary responsibility will be to deliver efficient and precise customer support, addressing inquiries and complaints, and ensuring resolution to their conclusion.

You will serve as the first point of contact for guidance and assistance regarding Pets Choice associated brands and products, ensuring that all queries and issues are resolved to a high standard and satisfactory conclusion.
Collaborate with the Customer Care Manager to ensure the smooth operation and effectiveness of the Customer Care function, contributing to the achievement of departmental goals.
Address and resolve a wide array of inquiries and complaints through various communication channels including telephone, email, post, chat, web, review forums, and social media for the entire product portfolio.
Ensure all cases and relevant information are accurately recorded in the CRM system.
Act as the escalation point for the team regarding complaints, ensuring prompt resolution.
Foster the generation of positive consumer feedback on review and website platforms.
Lead customer relations discussions in cross-functional meetings, including chairing regular sessions to address ongoing issues and minimize future complaints.
Assist in the implementation and enhancement of the CRM system to optimize performance and data insights.

You will be responsible for adhering to established business policies and procedures, as well as legal requirements impacting the department, such as:

Maintain organized archived data to ensure that information can be retrieved promptly when needed.
Support audit processes related to the department as required.
Conduct complaint investigations and root cause analyses.
Previous experience in an FMCG Customer Relations or Customer Care role is essential.
Familiarity with CRM systems in a contact center environment is required.
A genuine passion for assisting customers is crucial.
Strong empathy and emotional intelligence are necessary.
Fluency in English is mandatory.
A flexible, enthusiastic, and dedicated approach is expected.
Enjoy 25 Days of Holiday
~ Staff discount on Pets Choice products
~ Candidates with experience as Customer Service Team Leader, Senior Customer Service Executive, Account Coordinator, Customer Account Executive, Client Support Team Leader, Customer Service Support Lead, Senior Client Support Executive, Customer Service Team Lead, FMCG Customer Service, FMCG, and Client Support may also be considered for this role.

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