Customer Service Lead and Administration Assistant

**Job description**

**Role**

Customer service lead and Administration Assistant - 30 - 40 Part time/ Full time hours

**Salary**

£25-26k pro rata p/a dependent on experience (40h FTE)

**Location**

SW England with 30 - 40% working from home and 60 - 70% at the production site in Weston Super Mare (or occasionally in London).

**Company overview**

Field Doctor is on a mission to feed people’s health one delicious meal at a time.

Field Doctor is a fast growing, entrepreneurial food business based in the South West. We make chef-made, amazing tasting, dietician led nutritionally supercharged frozen meals that are delivered direct to our customers. All our award-winning meals are made in our kitchens in Weston Super Mare. Customers order from our ranges based on their medical condition, health goals or dietary choices (or just simply because they look deliciously healthy).

**Purpose of the role**

We are currently seeking an enthusiastic and dedicated individual to join our team in a dual role as a Customer Service Lead and Administration Assistant.

The role of Customer Service Lead is key, often to be the first person to speak to customers or potential customers, answering questions on the phone or online and helping them with their orders. You will also be speaking to customers post order to obtain feedback of the meals enabling us to provide a richer experience with Field Doctor for existing and new customers alike.

This is a role with great growth opportunities as Field Doctor is small but growing rapidly. What’s not to like with a healthy discount on our delicious meals too

Additionally, you will support the Operations Team with administration tasks on site in Weston Super Mare, working closely and collaboratively with the Head of Operations.

**Core accountabilities**
- Lead customer service experience for Field Doctor - both with proactive and reactive communications
- Track, report and develop Key Performance Indicators for this area of the business using both a proactive and reactive approach
- Overseeing customer reviews via Trustpilot, following up with these where appropriate, managing the customer complaints process via our database ensuring the information is disseminated to the right people in the kitchen, tech, science or marketing as appropriate
- Lead first customer contact post-purchase on phone + text to;
1. Build customer connection to field doctor

2. Generate customer data

3. Intervene in any queries or issues early

4. Cross-sell, upsell to consultations, subscription, referral if appropriate.
- Provide administrative support to the operations team
- Dispatch operations - oversee the performance and management of the courier service (currently DPD), ensuring we are delivering to expected KPIs and looking at exceptions and parcel tracking
- Performance metrics - You’ll own the tracking of key performance metrics and report these to team as part of weekly, monthly, and quarterly meetings with internal and external stakeholders to report performance and results vs agreed KPIs

**Skills required**
- Great people communication skills and excellent telephone manner
- Self-starter - ready to drive and build the role
- Good at reporting and a sound understanding of KPI and tracking
- Work well on your own or as part of a team
- Ability to learn new systems
- Great organisational and time management skills
- Accurate with great attention to detail
- Ability to multitask across various platforms
- Fluent in English both verbally and written
- Ability to troubleshoot

**Qualifications and experience**
- Ideally experience in a customer service role with ticketing system

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

Pay: £25,000.00-£26,000.00 per year

Expected hours: 30 - 40 per week

**Benefits**:

- Company pension
- Employee discount
- Free parking
- On-site parking

Schedule:

- Day shift
- Holidays
- Monday to Friday

Work Location: Hybrid remote in Weston-super-Mare

Expected start date: 01/11/2024