Our clients are the proud guardians of over 130 years of baking experience that make up their iconic and much-loved brand. They produce bread and bakery products created with goodness at the heart of each. They deliver around 1.3million loaves, every day of the week throughout the UK and Ireland, where they also make Mothers Pride and Ormo products.
They are 2,800 people working within 8 bakeries, 1 flour mill, and 2 regional distribution centres across the UK. Their success is a result of the hard work of their people; they are experts in their field whether it's baking, manufacturing, logistics, engineering, or the many departments within the central functions team based at head office in High Wycombe. They are a values-led business and expect their colleagues to live, breathe, and embed Quality, Accountability, and Trust into their ways of working.
So, what's the role all about?
A fantastic opportunity has arisen for an experienced Customer Service Agent to join our Head Office in High Wycombe to enable the company to deliver on its vision of being the best quality brand in bakery.
You will provide an exceptional customer and consumer experience through effectively responding to their enquiry through a variety of communication channels.??
Working collaboratively with internal and external customers, you will support them by resolving their enquiries in a skilful and professional manner ensuring a timely and qualitative resolution.? You will also work as part of a team and as directed by your Team Leader in order to ensure that all SLA's / KPI's are met.??
The team operates 7 days per week, based in High Wycombe for 4 days with 1 day working from home alongside any weekend or bank holiday work.
Key Accountabilities:
- Accurate data entry and interpretation of customer orders received via telephone and e-mail. Management of the daily order cut-off process?
- Provide professional first line response to customer (store) queries, concerns and complaints around deliveries. Subsequent outbound calls to customers and sites to conclude the query. Maintain the CRM system?
- Provide professional first line response to consumer queries, concerns and complaints via phone, email and social media around product, quality and process.?
- Subsequent outbound communication to sites and then the consumer to resolution. Maintain the CRM system?
- Creation and Issue of Customer Service Level Reports including interpretation of reported failures. Production and analysis of internal KPI reports?
What are the "must haves" from you?
- Attention to detail?
- Good communication skills?
- Strong Excel Skills (essential)?
- Team player with "can do" attitude?
- Integrity and honesty?
- Ability to work to tight deadlines?
- Previous call-centre environment customer service-based experience???
- Confident telephone manner, including good communication and listening skills?
- Ability to deal calmly and professionally with challenging calls??
Why work for our client and their benefits:
Our clients understand the importance of looking after their colleagues, so they provide a variety of benefits in addition to salaries. The benefits they provide are as varied as the people who receive them but they are offered with the intention of creating value to them personally over and above their salaries
- There is a range of colleague benefits available, which individuals can select based on their needs.
- The benefits scheme offers a variety of savings and cashback offers on day to day living and much more including eyecare vouchers, and a healthcare scheme to suit everyone. It also includes a Cycle to Work scheme where you can obtain a brand new bike at a significant saving
- They offer enhanced annual leave and maternity/paternity leave, and flexibility where possible in order to create a healthy work-life balance
- They celebrate loyalty with generous long service and colleague recognition schemes
- They offer three levels of pensions
Our client values diversity and is committed to promoting equal opportunities in the workplace. Every job applicant, employee or worker will be treated fairly and equally with dignity and respect regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, social class, nationality, ethnic or national origin, religious belief, union membership, political opinion, sex, sexual orientation or any other protected characteristic.