Overview
Assistant Store Manager
Reporting To: Customer Experience Manager
Location: Bird & Blend, Worthing
Contract Type: Full time / Permanent
Bird & Blend Tea Co. is an eco-conscious, people-focused, award-winning & B Corp-certified Tea Mixology company on a mission to spread happiness & reimagine tea!
Bird & Blend was set up & is run by Krisi & Mike, who met whilst studying Politics at university. Building Bird & Blend from scratch while staying true to their ethos & values has been Krisi & Mike’s passion for over 10 years. From the early days of packing tea in their bedroom & attending markets, to now, with an awesome team, multiple retail stores & a thriving international online store, Bird & Blend is leading the way in tea innovation in the UK. Bird & Blend has grown out of a core belief in doing business in a better way. This is ultimately our why - it’s why we are in business & what we believe in. Of course, we want to welcome as many people as possible into our Magical World of Tea but fundamentally it’s what we care about other than great tea that makes us magical.
You can read heaps more information about us and our mission here: https://www.birdandblendtea.com/pages/our-story
Why We Need You
At Bird & Blend, our customers, affectionately known as "Teabirds", are at the heart of everything we do. Delivering exceptional, above-and-beyond service isn't just a goal—it's our passion! As we continue to grow both online and in-store, we're looking for a dedicated and enthusiastic Customer Service Team Member to join our CommuniTEA Experience team. If you love making people smile, solving problems, and sharing your passion for our magical world of tea, we want to hear from you!
What does a Customer Service Team Member do?
Our CommuniTEA Experience team is responsible for all inbound communication channels, ensuring that every customer receives the same high levels of service and brand passion remotely as they would in our stores. We’re passionate about building meaningful connections and creating magical moments that leave every customer feeling valued, heard, and appreciated.
You’ll be the friendly voice and helpful problem-solver for our customers across phone, email, social media, and live chat. You will ensure all inbound communications are responded to in a timely and helpful manner, consistently reflecting our high standards. We’re looking for someone who is highly organised, proactive, and passionate about spreading happiness with every interaction. We love getting to know each person we interact with, sharing our tea knowledge and brand passion, and creating moments that make each customer feel special.
Key Responsibilities
* Customer Interaction: Deliver outstanding service via phone, email, chat, and social media, ensuring every customer feels valued and heard. We’re Spreading Happiness by creating magical moments for our customers and making their day brighter through every interaction.
* Issue Resolution: Effectively manage and resolve customer complaints, concerns, or issues professionally, empathetically, and efficiently. We Give & Take Empowerment, handling every situation with confidence and care, while taking responsibility to provide the best solution.
* Product Knowledge: Develop and demonstrate in-depth knowledge of Bird & Blend products enabling you to provide accurate and helpful information to our customers. We’re Passionate People, and that passion drives us to deliver exceptional customer interactions and experiences that feel special and magical.
* Order Assistance: Support customers with order placements, tracking, returns, and exchanges, ensuring they receive a smooth and seamless experience with every step.
* Feedback Handling: Gather and share customer feedback to continuously improve our service. We’re Always Moving Forward, always eager to learn from our customers and improve the way we do things. We embrace change and adapt to ensure we’re delivering the best possible service.
* Customer Retention: Build lasting relationships by providing a personal touch, making each Teabird feel special. As individuals, we celebrate what makes every customer unique and bring our authentic selves to every interaction.
* Collaboration: Work closely with other teams to ensure a seamless and joyful customer experience. We Are One Team!, collaborating and helping each other to create moments of magic, no matter what department we belong to.
* CRM Usage: Maintain accurate customer records and interactions using CRM tools to help create more personal and meaningful connections with each customer.
Skills, Experience & Attributes
* Proven experience in customer service, retail, or similar customer-facing roles, with a passion for Spreading Happiness and making every interaction count.
* Excellent verbal and written communication skills, ensuring that every message reflects our commitment to creating magical moments and connecting with people in meaningful ways.
* Strong problem-solving abilities with a proactive, resourceful approach, empowered to make decisions and take ownership, ensuring customers feel heard and valued.
* Ability to multitask in a fast-paced environment while maintaining a high standard of service, with a focus on creating a positive experience even during busy moments.
* Strong emotional intelligence and empathy, with the ability to handle difficult situations with care, respecting each individual’s unique needs and ensuring everyone is treated with kindness and respect. This role requires you to remain calm under pressure and manage challenges efficiently, viewing them as opportunities for growth.
* Familiarity with customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) is a plus, enabling smooth, efficient service that reflects our brand’s values.
* Comfortable using G-Suite Applications such as Gmail, Google Docs, and Google Sheets (or Excel), ensuring efficient and organised communication.
* A positive, friendly, and approachable demeanour, always ready to bring your authentic self to work and build lasting relationships with customers and colleagues alike.
* Detail-oriented with strong organisational skills, helping to ensure that every aspect of the customer journey is managed with care and attention to detail.
* Ability to work both independently and collaboratively, thriving in a team environment where we support each other and work together to make every customer interaction magical. We value teamwork, and everyone’s contribution is essential to creating moments of magic.
* You’ll also be expected to work according to established procedures and standards, ensuring that your work is consistent, thorough, and aligned with our values. Taking responsibility for your role and continuously improving is a key part of the role.
Perks
* We are proud to be a Sunday Times Best Places To Work 2024 employer.
* Friendly and supportive team culture: Enjoy working alongside a team of like-minded individuals who value collaboration, camaraderie, and fun in the workplace.
* Membership of company pension scheme (if applicable).
* Holiday accrual that grows with loyalty: 25 days holiday (plus bank holidays) as a token of appreciation for your dedication and loyalty to the organisation, with entitlement increasing with service.
* Life Insurance & Income Protection
* Health Cash Plan: after one year service we enrol you into our Health Cash Plan for dental, optical, prescription charges, etc.
* Life Happens Leave: paid leave for unexpected life events.
* Complimentary drinks and snacks: free drinks and snacks in the office.
* Monthly tea allowance and generous staff discount
* Employee Assistance Programme
* Bike to Work and Electric Vehicle Schemes
* Paid volunteer days
* Dog-friendly office
* Enhanced family-friendly policies and flexible working
Our Commitment to Sustainability & Ethical Practices
At Bird & Blend, people and the planet are at the core of everything we do. As a certified B Corp, we are committed to sustainability, ethical sourcing, and creating a positive impact. We’re looking for team members who share our values and are passionate about making a difference. Prior experience in sustainability-focused work is a bonus, but full training is provided.
What Are the Hours?
This is a full-time, permanent position (40 hours per week), with hours worked within our core operating times of Monday to Friday, 08:00 - 18:00. The role is hybrid, requiring in-office presence in our Goring-by-Sea location at least twice a week. While most hours will be within these core times, there may be some weekend and evening shifts during peak seasons, with flexibility required to support our busiest moments. We’re looking for team members who are reliable, adaptable, and excited to help us during these high-energy times!
Inclusion & Diversity
We are committed to creating an inclusive and welcoming workplace where everyone can bring their true selves to work. Applications are encouraged from individuals of all backgrounds, regardless of age, disability, gender, sexual orientation, race, religion, or belief. If you require any reasonable adjustments during the application or interview process, please let us know.
Ready to be part of something magical? Join us in spreading happiness, one cup of tea at a time!
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