About Field Doctor
At Field Doctor, we're on a mission to feed people's health, one delicious meal at a time.
We're a fast-growing, entrepreneurial food business based in the South West, creating chef-made, dietitian-designed, supercharged frozen meals that taste amazing and support better health. Every award-winning meal is crafted in our kitchens in Weston-Super-Mare and delivered directly to customers nationwide.
Customers choose from our ranges based on their health goals, dietary needs, medical conditions—or simply because they love delicious, nourishing food.
The Role
We are looking for an enthusiastic and dedicated Customer Service Advisor to join our growing team, with a focus on proactive outreach and inbound customer support.
This is a front-line role where you'll often be the first point of contact for customers and potential customers. You'll answer queries via phone, email, and live chat, guide customers through their orders, and identify opportunities to grow our customer base. You'll also follow up with customers post-order to gather feedback, helping us continually improve their experience with Field Doctor.
Flexibility is important in this role. Core hours are Tuesday to Saturday 9am-6pm, but there is an element of flexibility to work with the team.
There are also opportunities in the future to grow in the business and manage a team (internally or externally).
This is a hybrid role - we are happy for you to work from home but would expect you to be able to regularly travel to our site in Weston Super Mare.
Key Responsibilities
* Lead customer response on the phone, by email and text via Zendesk ticketing system, helping to resolve any issues with their orders
* Overseeing customer reviews via Trustpilot, following up with these where appropriate, managing the customer complaints process via our database ensuring the information is disseminated to the right people in the kitchen, tech, science or marketing as appropriate
* Lead customer contact post-purchase and on the phone and text in order to build customer connection to Field Doctor, generate customer data, intervene in any queries or issues early and cross-sell/upsell to consultations, subscription and referral if appropriate
* Provide administrative support to the operations team
* Dispatch operations – oversee the performance and management of the courier service (currently DPD), ensuring we are delivering to expected KPIs and looking at exceptions and parcel tracking
* Performance metrics - you'll own the tracking of key performance metrics and report these to team as part of weekly, monthly, and quarterly meetings with internal and external stakeholders to report performance and results vs agreed KPIs
Skills & Experience
To succeed in this role, you'll need:
* Excellent phone manner and customer management skills.
* Strong written and verbal communication skills across multiple service channels.
* Experience with customer service/ticketing systems (ideally Zendesk).
* Ability to identify patterns in feedback and customer behaviour using data.
* Good at reporting and a sound understanding of KPI and tracking
* Strong problem-solving and troubleshooting skills with great attention to detail.
* Highly proficient in Microsoft packages and applications
* A proactive, collaborative, and self-motivated mindset.
* Quick learning ability—an interest in food, health, or nutrition is a bonus
If you are a motivated individual with a passion for delivering exceptional customer service and providing efficient administrative support, we encourage you to apply for this exciting opportunity
Job Type: Full-time
Pay: From £26,000.00 per year
Benefits:
* Casual dress
* Company pension
* Employee discount
* On-site parking
* Work from home
Ability to commute/relocate:
* Weston Super Mare BS23 8EF: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
* Can you provide dates in the next 2 weeks when you would be available for interview
* What is your current salary?
* Do you have experience of customer service systems such as Zendesk?
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Weston Super Mare BS23 8EF