Job Title: Consumer Care Advisor
Location: Yatton, Somerset / Hybrid Working from Home
Salary: Competitive
Job Type: Full Time, Permanent
About us:
Pets Choice is home to fast growing and leading Pet brands including Webbox, TastyBone, Meatiful, Felight, Bob Martin & Vets Kitchen. We are the 7th largest Pet products company in the UK going through continuous and sustainable growth with ambition to be number one and ambition to be the best that we can be!
About the Role:
The main purpose of the role is to efficiently and accurately provide consumer and customer support, dealing with enquiries and complaints and resolving any issues to their conclusion. Offering professional, efficient and timely service to customers and consumers in a multi-platform environment. Be an ambassador for Pets Choice Ltd; but in doing so demonstrate fairness to our customers and consumers. Adhere to company, departmental and regulatory procedures.
This role is hybrid, working 3 days on site in Yatton, Somerset and 2 days can be worked at home.
The successful applicant must therefore live a sensible commutable distance from our Yatton office.
Key Responsibilities:
- Take an active role in supporting the overall business Key Performance Indicators (KPI's) of turnover, volume, and profitability through the delivery of the agreed consumer service KPIs'.
- Be the first point of contact for advice and support in respect of Pets Choice associated brand products and ensure they are resolved to an exceptional standard and satisfactory conclusion
- Respond and resolve a wide variety of queries and complaints via telephone, email, post, chat, web, review forums and social channels for the entire portfolio.
- Responsible for dealing and resolving complaints and enquiries for the assigned brands or manufacturing sites, ensuring all cases and information is recorded into the CRM system
- Demonstrate empathy and understanding when dealing with Suspected Adverse Reactions (SAR), Suspected Lack of Expected Efficacy (SLEE) and Incidents (such as harm to pet or owner).
- Support with reporting cases of adverse reaction and inefficacy, of our licensed products, to the Veterinary Medicines Directorate (VMD) in line with company procedures.
- Pro-actively call consumers to pre-empt customer frustrations or case escalation. Be the point of escalation for the team for complaints ensuring swift resolution.
- Encourage the generation of positive consumer reviews on review and website platforms.
- Produce accurate and insightful reports on time to the agreed stakeholders.
- To liaise with and develop strong relationships internally and externally to assist with the satisfactory conclusion of complaints and enquiries.
- Act as the administrator for any databases used to log consumer contact to ensure that the programme runs effectively and efficiently, this includes creating any necessary updates to the system e.g. updating field screens, updating letter/email templates, resolving user functionality issues and developing reporting templates.
- Responsible for the adherence of agreed business policies and procedures, as well as legal requirements affecting the department eg GDPR, updating when required.
- Maintain archived data – file and organise archived consumer contact to ensure that information can be found promptly if requested e.g. for VMD inspection.
- Support with audits relating to the department where required
- Issue agreed refunds or compensation in line with the agreed process and sign off limits.
About you:
Key attributes and skills:
- FMCG background ideally in consumer relations role
- Knowledge and experience of CRM systems in a contact centre environment
- A genuine interest in working with and helping customers
- Excellent communication skills, both verbal and written, with the ability to handle sensitive issues in a polite and friendly manner
- Good listening skills to be able to identify and define issues being raised by customers
- Empathy and emotional intelligence
- High level of attention to detail
- Must be fluent in English
- A flexible, enthusiastic, and committed attitude
Benefits:
- 25 Days Holiday
- Staff discount on Pets Choice products
- Good team environment within a fast growing and well established business that is continuing to invest in the company and people
Please click on the APPLY button to send your CV for this role.
Candidates with the relevant experience or job titles of; Customer Service Advisor, Customer Service Executive, Account Coordinator, Customer Account Executive, Client Support, Customer Service Assistant, Client Support Executive, FMCG Customer Service, FMCG, Client Support may also be considered for this role.