Job Title: Customer Service Advisor

Location: Cheddar Head Office

Hours: To cover the hours between, Monday & Friday 10:00 – 15:00 (negotiable), Saturday 08:00 and 16:00 (work from home), bank holiday cover on a rota basis.

Benefits: Competitive basic salary + 20 days holiday (pro rata) + your birthday off + health care scheme + enhanced maternity/paternity leave package + other company benefits

Company background:

FSC is a family business with more than 35 years of award-winning experience in creating,

rolling out and managing bespoke customer food-on-the-move solutions. Our

customers include a selection of blue-chip companies in various industries, such as Shell, Dunelm, and the National Trust.

We offer a range of consultancy services drawing on our in-depth knowledge of the

food-on-the-move sector and have managed projects in South America, North America, Asia, Scandinavia, and several European countries.

Our Head Office is located in the world-famous village of Cheddar, and we have an Innovation Centre near Bristol in Flax Bourton. Although many of the team are based throughout the UK and Europe, we regularly get together to review performance, share best practice and socialise! As well as working in a challenging and fast-moving environment, we believe it’s important to have a big chunk of fun and no day is ever the same at FSC.

At FSC we believe in ethical stewardship of all aspects within our business. This means that we thrive in a diverse, equitable culture where we celebrate inclusion and empowerment within our teams, and seek to always support our global community, minimising our carbon footprint wherever possible. As a B-corp organisation, and to help grow this awareness we have adopted a company-wide ESG focus.

Team role – overview:

The role and aims of this position are integral in developing and maximising sales with our retailer base as you are the face of the Company. You will have attention to detail and a concern for order and quality. You will be competent and confident when handling customers’ queries and requests via email and telephone, managing your time between tasks working within the team to meet multiple daily deadlines and call response targets. Being the face of the company, you will be expected to handle these queries in a positive and friendly manner.

Team role – responsibilities:

· Action customer queries and provide timely responses within agreed deadlines.

· Manage customer complaints, ensuring timely communication with Account Managers and customer head office teams.

· Maintain clear communication with internal teams regarding any issues affecting customer service.

· Escalate operational issues to the Customer Service Manager/Operations Manager where required and check work priorities.

· Arrange recovery deliveries to customers where delivery failed (as authorised by Account Managers)

· Carry out any additional duties as required by the Customer Service Manager.

· Proactive outbound calls to build customer relations.

· Frequent contacting of customers to gather service level feedback.

· Participation in team meetings.

· Maintaining Customer accounts, in line with CRM processes

· Providing reports to as and when they are required.

Skills:

· A keen eye for detail and a conscientious approach

· Computer literate, particularly with experience in EXCEL

· Excellent organisational skills

· Good timekeeping

· Open minded attitude

· Ability to handle customer complaints and difficult situations in a calm manner

· Ability to work as part of a team

· Relishes working in a fast-paced environment in a hands-on capacity

· Has a natural can-do attitude

· Driven and positive

· Excellent communication skills, both written and verbal

Qualifications

· 5 GCSEs, including Maths and English

Experience

· Background in Customer Service is essential