Job description:
Start Date: Late October Finish Date: Late December 2025
Donald Russell is a family-owned, quality food business with a heritage in butchery. We supply direct to family homes as well as to luxury hotels and restaurants around the world and have been the proud holders of a Royal Warrant for almost 40 years. Our team of around 130 employees are incredibly passionate about delivering quality food and a friendly service, with our exacting standards and attention to detail driving everything we do. Christmas is one of our busiest times of the year, and we have various opportunities to join us, on a fixed term basis, on the run up to Christmas.
The Role:
Our Customer Support service is a critical part of our business. Reporting to our Customer Support Team Lead, you'll be the 'voice' of Donald Russell, taking telephone calls and enquiries from new and existing customers. You'll also be placing orders, as well as assisting in resolving and reporting any customer-related complaints if they arise.
We offer part-time hours up to 22.5 per week across the opening hours of our customer services function (9am - 5pm) with overtime as required, which may involve weekend working during peak periods.
The duties:
* Handle enquiries and sales orders across all mediums, offering advice and support to the customer in an efficient and professional manner adopting a 'right first time' approach.
* Create and maintain accurate records of correspondence with customers focusing on improving first contact resolution.
* Investigate, resolve, and record all customer related complaints, both verbal and written, in line with company policies and procedures.
* Provide and demonstrate exemplary complaint resolution and customer service ensuring all customer issues are addressed correctly and fairly.
* Work closely with couriers and service partners to ensure effective communication regarding all relevant queries, ensuring they are responded to in a timely manner.
* Support the Customer Support Team Lead in the creation and management of the courier claims procedure including the creation of the weekly claims reports, follow up and closure of queries.
Skills and Experience:
* Excellent communication skills, both written and verbal.
* Strong customer focus.
* Ability to multitask in a pressurised environment.
* Strong computer literacy in Microsoft Office packages and ability to learn bespoke in-house packages.
* Previous experience within a similar customer facing role at dual role, or equivalent, level would be preferred.
To be successful in this role you should have
* A professional, company focused attitude.
* An excellent track record of attendance and timekeeping.
* Problem solving skills.
* Attention to detail to action tasks in a timeous and accurate manner.
* A desire to produce excellent work, both individually and as part of a highly motivated team.
Over and above these requirements, it is hugely important that you share our values and behaviours; Treat every £ as your own, Honesty, Integrity, Unity and Customer focused.
Working for Donald Russell
We offer some great perks and benefits including:
* Casual dress
* Company pension
* Employee discount
* On-site parking
Job Type: Fixed term contract
Contract length: 2 months
Benefits:
* Canteen
* Company pension
* Employee discount
* Free parking
* On-site parking
Ability to commute/relocate:
Inverurie AB51 4FR: reliably commute or plan to relocate before starting work (required)
Work authorisation:
United Kingdom (required)
Work Location: In person
Job Type: Fixed term contract
Contract length: 2 months
Benefits:
* Employee discount
* On-site parking
Ability to commute/relocate:
* Inverurie AB51 4FR: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person