At Britvic, we make, market and sell great-tasting soft drinks, offering refreshments to billions of consumers worldwide. We're constantly refreshing and reimagining our business, ensuring it's innovative and evolving while staying true to our vision – to be the most dynamic soft drinks company, creating a better tomorrow. We've been home to iconic brands for over 100 years, and our relevance is anchored in an authentic heritage. Delivering our vision is down to the passion of our people, and we create conditions for everyone to thrive and grow. From our international supply chain and network of partners, we export to over 100 countries, offering opportunities for our people and businesses to grow.
Job Overview
Aqua Libra Co is on a mission to become the world's most sustainable water brand. We are seeking a passionate and customer-centric individual to join our dynamic team as a Customer Service Administrator. In this pivotal role, you will work alongside the Customer Experience & Services Administrator to develop and deliver our Customer Services culture across colleagues and customers, focusing on our operations and customer service team.
Key Responsibilities
1. Provide exceptional customer support and issue resolution via phone, email, and chat, ensuring timely and accurate responses.
2. Act as the subject matter expert for customer complaints and issues, guiding escalation to relevant departments when necessary.
3. Collaborate closely with other departments to ensure a seamless customer experience.
4. Serve as the initial point of contact for customers, liaising with the Planning Team to ensure the first available time slot is booked.
5. Support the Customer Experience & Services Administrator and the Customer Experiences Lead in process improvement initiatives.
6. Ensure that customer feedback is integrated into product and service development.
Requirements
1. Previous experience in customer service or administrative roles.
2. Excellent communication and interpersonal skills, strong problem-solving abilities, and a customer-first attitude.
3. Detail-oriented, proactive, and able to work independently and as part of a team.
4. Demonstrate Britvic's values-driven behaviors, with particular emphasis on acting with pace, owning it and being courageous, working stronger together, and caring for our planet's ambitions.
Key Behaviours
1. Act with pace – responding to customers with the appropriate level of urgency.
2. Own it and be Courageous – being an advocate for Customer Experience within the team.
3. Stronger together – a core part of the Aqua Libra Co team.
4. We care – respecting different team cultures and leveraging the Aqua Libra Co opportunity to help deliver our planet ambitions.
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