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Do you love chocolate? We have an amazing opportunity for Customer Service Advisors to join our team working for well known confectionary company, Ferrero, on a fixed term contract, which may get extended depending on performance and availability on the campaign.

The role will see you working on brands owned by Ferrero, the world’s third largest confectionery company and a major player within the fast-moving consumer goods sector. Ferrero is the home of leading iconic brands like Ferrero Rocher, Nutella, Kinder Surprise, Kinder Bueno, Thornton’s, Tic Tac as well as many other iconic products. You will not only support the brands, but you will also be supporting the e-commerce operation for Thornton's brands

Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2020 Ventrica picked up two awards at the prestigious European Contact Centre & Customer Service Awards. Gold for Best Outsourcing Partnership (Large) and silver for European Outsourced Contact Centre of the Year. In 2017 we won gold for Best Contact Centre Outsourcer in Europe at the same awards, and in 2018 we came 63rd in the Sunday Times Fast Track 100.

The role touches many parts of the business and is suited for someone that is engaged, enjoys challenges, is customer centric, has an eye for detail and passionate about quality.

What will I do?

• Handle a variety of consumer queries;
• Resolving consumer complaints, across a variety of platforms including voice, email, chat and social media;
• Be an advocate for the brand and ensure the consumer is at the heart of every interaction.

What do I need?

• A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach;
• Previous customer service and complaint handling experience is essential;
• Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer;
• Strong written and verbal communication skills;
• Experience of working in a customer-facing environment;
• Works well within a team;
• Confident IT skills;
• Flexibility, professionalism, drive and willingness to learn.

What will I be paid?

We offer competitive rates of pay, for this role the starting salary is £20,592 per annum.

What are the working hours?

• 40 hours per week
• Core hours: Monday to Saturday 8.30am-6.00pm
• Working on a 2 week rota basis (1 Saturday on / 1 Saturday off)
• NO SUNDAY WORKING

What is the start date?

This role will start on Monday 20th March 2023

What contract will I be on?

This role is being offered on a Fixed Term Contract ending on Wednesday 26th April 2023

What are the training duration/hours?

2 weeks: Monday to Friday, 9:00am to 6:00pm

What do we offer?

• Standard annual holiday entitlement for full time staff is 28 days (including bank holidays). You will also receive an extra days holiday on the anniversary of your start date for the first 2 years, increasing your entitlement to 30 days (including bank holidays). Holiday entitlement will be calculated on a pro-rata basis for temporary staff;
• Company pension scheme;
• Reimbursement on eye tests;
• Employee Assistance Programme, 24/7 with counselling sessions;
• We love our planet so after your probation we gift you a tree to grow in our Ventrica forest;
• We care about our communities, our Charity Champions get involved by making a difference;
• We recognise our colleagues with monthly peer recognition and awards schemes by celebrating success every week with our shout outs;
• Our Diversity Champions are part of our colleague community;
• Our Menopause Champions are trained and offer support;
• Mental Health First Aiders
• All new parents receive a Baby Hamper;
• Most importantly, working alongside an award-winning company with a fantastic and supportive team that will guide you and will also ensure that your progression goals are met where possible.

Where will I be based:

This is a remote based role. Please note you must be based in the UK.

Homeworking Criteria:

• Strong broadband internet connection
• Own Laptop of PC
• Available USB port for a USB headset (headset will be supplied)

We DO support the below:

• Windows 10 (21H2 or 22H2)
• Windows 11 (21H2 or 22H2)
• macOS Big Sur or macOS Monterey

We DO NOT support any of the following:

• Chromebooks or any device running ChromeOS/ChromeOS Flex
• Linux
• Android
• iOS
• Windows 10 in S Mode

Minimum Speed Requirements:

• Ping ms Maximum 20ms
• DOWNLOAD Mbps Minimum 20 MBps
• UPLOAD Mbps Minimum 5Mbps