The Role
As a Customer Experience Executive, you’ll manage day-to-day customer needs across Europe, helping deliver a seamless and friendly service while supporting our wider communications strategy. Working with the customer experience team, you’ll ensure all enquiries, complaints, and social media contacts are handled efficiently and professionally, keeping our consumers at the heart of everything we do.
Key Responsibilities:
1. Respond to customer enquiries and complaints across multiple channels, including social media.
2. Ensure all contacts are logged and updated accurately in the database.
3. Support out-of-hours contacts on a rota basis (approx. 1 in 4 weekends) from home.
4. Collaborate with technical, communications, and other teams to provide accurate and helpful responses.
5. Send out monthly consumer questionnaires and coordinate feedback.
6. Work towards KPIs to maintain high standards of service and engagement.
7. Assist with reporting on customer experience activity and team performance.
8. Participate in team projects and share knowledge to support the wider Ella’s family.
What We’re Looking For:
9. Experience in a customer-facing role with a passion for excellent customer care.
10. Strong written and verbal communication skills.
11. Ability to stay calm under pressure.
12. Good keyboard skills and attention to detail.
13. Confidence using social media channels (Facebook, Twitter, Instagram).
14. Excellent organisation, prioritisation, and creative thinking skills.
15. Flexibility to work to a shift pattern covering occasional evenings and weekends.
16. A values-driven approach that aligns with the culture at Ella’s Kitchen.
What’s in it for you:
17. Part-time role (25 hours/week) with regular hours – Monday to Friday, 09:00–14:00.
18. Training and development to support your career growth.
19. Competitive salary.
20. Option to purchase additional annual leave.
21. A day off to support charity.
22. Pension and medical benefits.
23. A welcoming and inspiring workplace in the beautiful Oxfordshire countryside.
About Hain Celestial UK
Hain Celestial Group In the UK, Hain is one of the UK's leading food companies. We create food and drink products with natural goodness at their core. We're the business behind a host of household brands - Hartley's jams and jellies, Ella's Kitchen, Sun-Pat peanut butters, New Covent Garden Soup Co., Linda McCartney's meat free food, and Yorkshire Provender to name a few. Nearly half of our business is private label - we create quality freshly prepared fruit and juices, desserts, soups, sweet spreads and meat free products for our retail partners. Over our sites up and down the UK, we employ circa 1,200 people in roles within Production, Supply Chain, Product Development, Sales and Marketing, and through to our Finance, HR, IT and beyond. Each of our colleagues is vital to our continued success. That's why we target the best talent, and help to develop them through the ranks.
Our Values
Own It – I am empowered and accountable for improving Hain’s business results and impact
Win Together – I collaborate with others to grow, deliver and celebrate success.
Foster Inclusion – I create an environment where everyone feels welcome, respected and valued for their uniqueness.
Be Curious – I explore ideas & insights with a growth mindset.
Our Purpose
To inspire healthier living for people, communities & the planet through better-for-you brands
Our Mission
To build purpose-driven brands that make healthier living more attainable by empowering our people, engaging our partners, and living our lives.
If you need reasonable adjustments made to the recruitment process, please let us know so we can support you in the right way.
If Ella's Kitchen / Hain Celestial sounds like the company you'd like to contribute your energy and enthusiasm towards, and come on an exciting journey with us, then we can't wait to hear from you!
Qualifications
Benefits
Not Specified