Job Title: Consumer Care Advisor Client: Ferrero Salary: £25,584 Location: London Hours: 40 paid hours per week, typically between the hours of Monday to Friday 9am till 6pm Saturday 9am till 4pm Main Purpose of Role As a Consumer Care Advisor, you will be responsible for delivering excellent customer care and support to Ferrero consumers across all contact channels. You will be the first point of contact for Ferrero’s consumers, and handle their queries for the entire range of Ferrero products. At the core of the Ferrero Consumer Care team, you will ensure that the Ferrero consumers receive the quality of care expected, while following the Ferrero procedures and quality processes. You will handle queries and consumer complaints in relation to these products and their consumption, as well as liaise daily with the Ferrero teams with regards to order management. The role requires you to have excellent interpersonal skills, and the ability to respond to consumers and parents in an empathetic, caring and friendly manner. We are looking for people who are flexible and positive to join our team embracing Konecta’s values and representing this well-loved client. Skill required ● Ability to communicate effectively and empathically with a wide range of consumers and members of the public ● Good communication skills, both written and verbal in English, in order to communicate with consumers in a clear and precise way ● Ability to take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions. ● A problem solving attitude, with the ability to both follow established processes and to adapt your style of communication to every particular need. ● Customer care experience, preferably within the food industry sector ● IT skills: ability to use Google suite and Microsoft office, strong typing skills. CRM Knowledge such as Zendesk will be a plus ● Flexible to work shifts ● Self-motivated and a team player ● To have fun at work! Who are Konecta UK? We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society. We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Why work for us? ● Konecta UK working culture of fun and sociable team environment ● Pension Scheme ● Eye test vouchers and discounts ● Discounted corporate gym membership with Nuffield ● Involvement with local charities and fundraising days ● Campaign specific benefits including discounts, incentives and prizes ● Recommend a friend scheme paid reward of £500 ● Apprenticeships qualifications and career flight path schemes ● Recognition and reward schemes with Perkbox rewards. ● Cycle to work scheme Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the Ferrero contract, whose opening hours are 9am – 6pm Monday to Friday and 9am – 4pm Saturday, your Konecta contracted hours will be 8am - 8pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and interpersonal skills training. Achievement results and opportunity for growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Consumer Care Advisors are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, Customer satisfaction, data capture accuracy and call quality targets. These will be communicated by the Team Leader (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.