Our Vision: A UK where “No good food goes to waste”. We are UK’s national network of charitable food redistributors, made up of 18 independent organisations. Together, we take good quality surplus food from right across the food industry and get it to approximately 8,500 frontline charities and community groups. Every week we provide enough food to create almost a million meals for vulnerable people. There has never been a more exciting time to join an organisation at the heart of public consciousness The Role The Customer Support Executive plays a key role in driving FareShare's mission to fight food poverty by providing exceptional support to both internal and external stakeholders. With in-depth knowledge of FareShare Go policies, systems, and platforms, you'll use your strong communication and problem-solving skills to address partner inquiries, uncover root causes, and ensure timely resolutions. Beyond individual cases, you'll identify trends and suggest improvements to enhance our services. Relationship-building is at the heart of this role—whether managing customer concerns, resolving conflicts, or collaborating with colleagues, you’ll be pivotal in delivering a top-tier experience. As a brand ambassador, you'll advocate for our community partners, ensuring food reaches those in need across the UK. Main areas of responsibility Resolving Support Issues: Provide high-quality, seamless support to charities, promptly addressing issues and escalating to relevant stakeholders when necessary. Charity Compliance: Manage charity compliance across one of four FSGo regions, ensuring KPIs are met through effective reporting, analysis, and communication with charities. CRM Management: Utilize the CRM system to maintain accurate records of charities and scheduled donations, ensuring smooth operations and up-to-date information. Supporting Regional Teams: Collaborate with regional field teams to transition charities from initial onboarding to ongoing support, aiding in engagement and retention efforts. Stakeholder Support: Work with the data support team to analyze performance, track trends, and proactively address key issues. Collaborate with retailer partners and tech suppliers to resolve problems and fulfill requests. Charity Recruitment & Lead Generation: Assess charity eligibility and their capacity for surplus food, aiming to maximize donations. Assist with the rollout of new retailers and pilot initiatives. Advocate for community partners and help ensure food reaches those in need, supporting FareShare’s mission to combat food poverty in the UK Person Specification Essential Criteria Strong communication and interpersonal skills Excellent analytical abilities with a keen attention to detail Empathetic team player, with a collaborative approach Exceptional time management and the ability to prioritize tasks effectively Strong relationship-building skills, fostering trust and collaboration Highly organized, with a proven track record of delivering high-quality results Ability to manage and analyse data efficiently Demonstrated capability to build cross-team connections and share best practices Flexibility to travel across the UK as needed for the role Desirable Criteria Familiarity with CRM platforms, particularly Salesforce Experience using Power BI for reporting and analysis Independent, innovative, and creative thinker Proven track record in similar roles across any sector Understanding of the "not-for-profit" sector Previous experience working with food waste in either an academic or professional context is a plus Competencies and behaviours An understanding of and commitment to FareShare’s mission. A commitment to Equal Opportunities. Flexibility and collaborative style of working across FareShare and with all our stakeholders.