Customer Service Advisor

2 weeks ago

WestonsuperMare, United Kingdom Field Doctor Full time

**About Field Doctor**

At Field Doctor, we’re on a mission to feed people’s health, one delicious meal at a time.

We’re a fast-growing, entrepreneurial food business based in the South West, creating chef-made, dietitian-designed, supercharged frozen meals that taste amazing and support better health. Every award-winning meal is crafted in our kitchens in Weston-Super-Mare and delivered directly to customers nationwide.

Customers choose from our ranges based on their health goals, dietary needs, medical conditions—or simply because they love delicious, nourishing food.

**The Role**

We are looking for an enthusiastic and dedicated **Customer Service Advisor** to join our growing team, with a focus on proactive outreach and inbound customer support.

**Flexibility is important in this role.** Working days are Tuesday to Saturday 9am-6pm (with potential for a shorter day on the Saturday provided core hours are met).

There are also opportunities in the future to grow in the business and manage a team (internally or externally).

This is a hybrid role - we are happy for you to work from home but would expect you to be able to regularly travel to our site in Weston Super Mare.

**Key Responsibilities**
- 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 customer contact post-purchase and on the phone and text in order to build customer connection to Field Doctor, generate customer data, intervene in any queries or issues early and cross-sell/upsell to consultations, subscription and 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 & Experience**

To succeed in this role, you’ll need:

- Excellent phone manner and customer management skills.
- Strong written and verbal communication skills across multiple service channels.
- Experience with customer service/ticketing systems (ideally Zendesk).
- Ability to identify patterns in feedback and customer behaviour using data.
- Good at reporting and a sound understanding of KPI and tracking
- Strong problem-solving and troubleshooting skills with great attention to detail.
- A proactive, collaborative, and self-motivated mindset.
- Quick learning ability—an interest in food, health, or nutrition is a bonus

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

Pay: £28,000.00-£32,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Employee discount
- On-site parking
- Work from home

Ability to commute/relocate:

- Weston-super-Mare BS24 8EF: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- Can you provide dates in the next 2 weeks when you would be available for interview
- What is your current salary?
- Do you have experience of customer service systems such as Zendesk?
- What's your current notice period/earliest available start date?

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Weston-super-Mare BS24 8EF

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