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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.

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/Benefits?

• Salary is £10.90 per hour.
• Standard holiday entitlement for full time staff is 28 days (including bank holidays). You will also receive an extra day’s 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.

Working Hours and Location

• Fixed term contract until the 16th of December 2023
• Full time – 40 Hours per week
• Core hours: Monday to Saturday 8:30am to 6:00pm
• Working on a 2 week rota basis (1 Saturday on / 1 Saturday off)
• NO SUNDAY WORKING
• 2 weeks training Monday to Friday, 9:00am to 6:00pm
• Flexibility may be required during peak busy periods to meet the needs of the business.
• The start date is Monday 18th September and a second intake on Monday 16th October 2023.
• This role can be remote working from home (please note you must be based in the UK).

Homeworking Eligibility

• Strong broadband internet connection
• Laptop of PC (see below link for supported systems)
• Apple Mac (see below link for supported systems)
• Available USB port for a USB headset (headset will be supplied)

Minimum Speed Requirements:

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

Operating Systems:

Please refer to the following links to ensure your laptop/pc has the current supported systems:

Windows 10 - Windows 10 Home and Pro - Microsoft Lifecycle | Microsoft Learn
Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn
macOS - Apple macOS | endoflife.date

We DO NOT support any of the following:

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

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.