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What’s amazing about the role and Ventrica team?

We are looking for Customer Service Advisors to join our global restaurant client. Do you champion exceptional customer service? Are you passionate about making resolving customer queries and complaints? If so, this is the role for you.

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.

Introduction to our client:

As a Customer Service Advisor for our global restaurant client, you will be a part of a dynamic team that is passionate about providing an exceptional customer journey for top tier results. Handling customer complaints and queries via telephone, live chat, email and social media will help to vary up your day. Our client is a prolific and highly respected brand-name that expects an exceptional customer journey which is what we aim to provide for them at all times whilst working closely with the client to continually improve our services and the way that we interact with customers.

What will I do in the role?

• Being a brand ambassador for your client
• Responding to and resolving customer queries and complaints via telephone, live chat, email and social media
• Ensuring that every contact has exceptional customer service behind it and ensuring that the customer is at the heart of every conversation
• First point of contact to existing or potential customers
• Ensuring to meet KPI’s for the number of contacts handled on a daily basis

What do I need?

• Experience of working within a restaurant industry within a large chain organisation would be advantageous, but not essential
• A desire and genuine passion for delivering excellent customer service
• Ensuring to have an empathetic approach when dealing with customer queries and complaints
• 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
• Resilience to be able to handle and resolve customer complaints in an effective manner
• A strong team-working mindset
• Confident IT skills
• Flexibility, professionalism, drive and the willingness to learn
• Being a self motivated individual that has the ability to objection handle

What will I be paid/Benefits?

• £10.90 per hour
• Standard 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-rate basis for part-time staff.
• Pension scheme
• Employee Assistance Programme
• Training provided
• Reimbursement on eye tests
• Social events organised by Ventrica both in and out of office
• Travel discount with Arriva buses in the local Southend-on-Sea area

Working Hours and Location

• Permanent role
• Remote working position from your own home
• The core opening hours for the team are Monday to Sunday; 07:00-22:00
• Full time hours, spread across 5 days, 40 hours per week
• Shift patterns are on a rota basis, although flexibility may be required to cover departmental hours
• Flexibility may be required during peak busy periods to meet the needs of the business
• The start date is Monday 24thJuly 2023

Homeworking Criteria

We support the below:

• Windows 10 (21H2 or 22H2)
• Windows 11 (21H2 or 22H2)
• macOS Big Sur or macOS Monterey
• Available USB port for a USB headset (headset will be supplied)

We do not support any of the following:

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