Job description

FOODHUB IS GROWING AND WE WANT TO SPEAK TO YOU!

Foodhub is one of the fastest growing tech companies in Staffordshire and already one of the largest food ordering platforms in the UK.

As part of our growth and following on from a highly successful recruitment campaign we are now looking for EVEN MORE Customer Service Professionals to join the Foodhub family in Fenton and help continue developing our centre of customer excellence. If you are someone that wants to be more than just a number and are looking to work for a business that will treat you well, help you further your career and develop you professionally then read on and get in touch.

We are looking for people that have fantastic communication skills, love speaking to people and have the natural ability to help our clients solve day to day problems. In return for this you will be rewarded with a competitive salary, opportunities to progress within our centre of excellence and the chance to work in an environment where going to work is exciting everyday, not just something you do to pay those ever increasing bills!

ROLE SUMMARY / PURPOSE

Customer Service representative's main role is to process client requests submitted by telephone, email or any other means. Their main purpose is to act as a first point of contact for any clients calling with any queries and to resolve any issues to the best of their ability or escalate to the appropriate department.

MAIN DUTIES & RESPONSIBILITIES

• Accept all incoming calls and complete first call resolution to the best of their ability
• Ensure all inbound emails are read and actioned upon accordingly
• Take full accountability from start to finish to ensure a positive customer experience
• Investigate and resolve customer complaints quickly and efficiently. In the event issues are unable to be resolved, to ensure issues are escalated to the relevant department or agent
• Maintain thorough and accurate customer service records via MS
• Keep confidential records and financial information private and secure
• Explore and Support Foodhub clients with business growth using the Foodhub tools available
• Learn, maintain and upskill knowledge to ensure basic knowledge of all relevant technology and services provided by the company
• Communicate with customers about any merchandise orders, including any delays or changes in delivery
• Ensure all orders are successfully accepted by clients using a variety of methods including but not limited to calling clients, sending SMS, emailing clients
• Assist clients in Registering for Datman Accounts & Verification process
• Actively dial outbound calls to clients to complete daily check ups and arrange SMS/Email promotions

SPECIFIC ACCOUNTABILITIES

• Conduct first call resolution to all inbound queries & complete escalation accordingly
• Input all information regarding clients on MS
• Strong verbal and written communication skills
• Going the extra mile for our clients to ensure they have an exceptional experience with Foodhub
• Actively promote customers to provide feedback on the level of service and maintain a high level of CSAT.
• To be the best Customer Service team in the Foodhub business across the globe
• Help Support Business growth for our clients by exploring the tools Foodhub has available

Ahead of applying please see below for some key information regarding the salaries on offer and the working hours.

Shifts will be between: Monday - Sunday between the hours of 8am - 11pm.

Benefits

• 33 days holidays Pro Rata (inclusive of Bank Holidays)
• Holiday exchange - Buy or Sell up to 5 days holiday per year
• Employee Assistance Programme
• Wellness Scheme
• Discounted Cancer Screening
• Discount Hub
• Cycle to Work Scheme
• Gym Membership - Contribution of up to £30 per month
• Will Writing Service
• Mobile or Tech Salary Sacrifice Scheme
• Heavily discounted Bupa Select Complete (Medical History Disregarding) Policy option for you and your immediate family.
• Death in Service - Salary x4 Life Cover

Job Types: Part-time, Permanent
Part-time hours: 24 per week

Salary: £13,803.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• Gym membership
• Health & wellbeing programme
• On-site parking
• Work from home

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Stoke-on-Trent: reliably commute or plan to relocate before starting work (preferred)

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: Hybrid remote in Stoke-on-Trent