This is a vital role within our business as we move into a new chapter in Forthglade’s journey. Having seen very fast growth of the business, we have big plans for the future. This role will be key to ensuring that our Customers remain at the heart of the business and will help to support the Customer Care team to continue providing the outstanding level of service our customers have come to expect from us.
Hours: 37.5 hours per week - Monday to Friday (8am or 10am start time will be required). (This is a full‑time position, however, we can offer flexibility of hours)
Reporting Into: Customer Care Manager
Holiday: 25+ Bank Holidays
Role Summary
This is a vital role within our business as we move into a new chapter in Forthglade’s journey. Having seen very fast growth of the business, we have big plans for the future. This role will be key to ensuring that our Customers remain at the heart of the business and will help to support the Customer Care team to continue providing outstanding level of service our customers have come to expect from us.
Main Duties & Responsibilities
* Respond to day‑to‑day customer queries in a timely manner – inbound and outbound – through various customer contact channels (email, telephone, social media included) maintaining high quality responses that the team upholds.
* Support subscription customers through their experience with Forthglade, giving them the best experience possible.
* Work within the team and with the Customer Care Manager to highlight key trends and share opportunities to improve the customer experience.
* Proactively perform outbound calling activity that supports customers when affected by changes to our range, issues with their orders, or to provide additional insight to other areas of the business as needed.
* Monitor and provide insight into how customers are engaging with us through other channels, including Trustpilot (service & product reviews) and any other channels as needed.
* Take ownership of dealing with complex customer queries and/or complaints from receipt to resolution – working with other areas as necessary.
Experience & Knowledge
A genuine interest and love for dogs (this really helps in understanding our customers and being able to communicate with them effectively). A positive individual who is passionate about giving great service, adaptable, flexible with a can‑do attitude.
Skills & Personal Attributes
* A minimum of 3 years’ experience in a customer facing/service role
* Experience in written and telephone Customer Care/Service resolution.
* Numeric and literate.
* Ability to communicate effectively with customers and internal team members.
* Ability to prioritise and maintain attention to detail.
* Must be trustworthy, reliable, and punctual in keeping with the company values.
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