The opportunity we have and the success of our experience. We are the eyes and ears of our Customers, Suppliers, and Drivers. The highlighters of niggles, problems, opportunities, and relationships. Responsible for ensuring exceptional service in the Modern Milkman way and collaborating with other teams to ensure the customer experience is above and beyond, they put the customers at the heart of any decision made and facilitate research and insight. Key Responsibilities
Deliver high-quality customer support across phone, email, chat, and social platforms (e.g., Instagram, Facebook), always adapting tone and phrasing to suit both UK and US audiences. Handle customer reviews by resolving issues, encouraging positive feedback, and sharing insights with the wider team to improve service and sentiment. Manage escalated complaints and complex calls with empathy, collaborating across teams to deliver smooth and consistent experiences. Respond to DMs and social messages across platforms, turning negatives into positives and using region-appropriate language that reflects our brand voice. Work closely with our operations teams to troubleshoot delivery or logistical challenges impacting customers-supporting smooth day-to-day performance. Reach out proactively to customers to prevent issues before they arise and keep them informed—offering reassurance and clear solutions. Handle escalated complaints and liaise cross-functionally to ensure swift resolutions. Take on callbacks and customer follow-ups, ensuring resolution with clarity and care. Spot trends and customer insights that highlight market-specific as well as global opportunities to contribute to strategy through real-time insights. Engage actively in team chats, 1:1s, and appraisals—sharing ideas and feedback to help us grow as a team and deliver a better customer experience. Take on feedback from QA, CSAT, and your leads to continually improve how you support customers and communicate with confidence. Be a strong advocate for our brand and culture—internally and externally—by living our values, building trust, and ensuring every interaction reflects who we are. Participate in a Milkround and Hub visits as required to gain insight into our operations. Essential Skills and Qualifications
Excellent written and verbal communication—clear, empathetic, and authentic. Strong free-hand writing for both internal and customer communication. Experience across omnichannel platforms: phone, email, chat, and social media. Skilled in complaint handling, de-escalation, and complex problem-solving. Familiar with review platforms and responding in a public space. Able to multitask, stay organized, and work under pressure. Strong IT literacy including Microsoft Office and familiarity with GDPR best practices. Comfortable working towards targets in a results-driven environment. Competencies & Behaviours
Customer-Centric: Always puts the customer first, striving to create memorable experiences. Communicator: Empathetic, patient, and personal in all interactions. Problem Solver: Thinks creatively and takes initiative to resolve challenges. Adaptable: Thrives in a fast-paced, dynamic environment. Brand Ambassador: Positive, enthusiastic, and proud to represent Modern Milkman. Resilient: Calm and level-headed under pressure, always aiming for the best outcomes. Location and Benefits
Location: Manchester, UK (ideally but open to locations) Hours: 1pm-9pm, Hybrid—occasional travel to the office as required, plus 1 weekend per month Salary: £26,550.00 per year Join our milk round! Our goal at Modern Milkman is to make the home sustainable. We've prevented over 100 million plastic bottles from polluting the planet. Starting as four friends from Lancashire delivering milk from a beat-up truck, we now use technology and innovative methods to bring back the milk-round, helping customers make more planet-positive shopping habits. Benefits include 25 days holiday, 8 bank holidays (5 flexible), your birthday off, EMI share options, up to 6% matched pension, employee discounts, enhanced parental leave, life insurance, cycle to work scheme, company events, home office setup allowance, L&D and Well-being budgets, product samples, international working options, volunteering days, and various clubs.
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