At Loaf, our customer service team is all about making our customers happy. We call ourselves a Conversation Centre - it's all about having a great conversation with our customers, either when taking an order or dealing with any issues they're having during the order process or after delivery.
We don't ask that you follow a script, we want you to be yourself, but we do ask that you put our customers at the heart of everything you do and give them the best possible care and attention.
We're open 7 days a week, usually from 9am to 5.30pm so you'll need to be free to work different shifts and weekends on a rota, and you'll live within a commutable distance to our offices in Nuneaton where you'll be based in the office. You are free to work from home on the weekend, and on Fridays!
The Job
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Obviously, a passion for the brand and our lovely products!
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Liaise effectively with all other departments within Loaf
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Proactively improve the overall customer experience
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Help customers via the phone, email or live chat, always ensuring that you're keeping other departments in the loop
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Informing customers of any product delays, handling queries and offering solutions
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Dealing with delivery failures and offering customers immediate solutions and advice
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Work closely with our delivery team ensuring that you are offering solutions within set guidelines - understanding the logistics challenges presented and how this might affect Loaf and the customer
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Resolve all customer questions and queries within set SLA's.
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Ensure that you always have excellent product knowledge - visit our Shacks as many times as you can!
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Take the initiative to deliver beyond the expectations set for your role, always striving to go above and beyond for the customer and your team.
What we're looking for
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Previous experience working in a customer service role or call centre, working in a fast-paced busy team in an office environment
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Excellent listening, verbal, and written communication skills with a calm and patient approach
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The ability to problem solve and think on your feet
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Willing to go the extra mile (and then some) for every single customer
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A team player
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Good Microsoft Office skills
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CRM knowledge and experience useful, full training will be given
What we offer
Benefits include:
● 25 days holiday plus 8 days for bank holidays / in lieu of bank holidays, increasing by 1 day each year for 3 years
● Enhanced family leave policy
● Staff and friends and family discount
● Healthcare Cash Plan
● EAP Programme
● Other discounts for shopping
● Cycle to Work Scheme
● Half a day for Christmas shopping
● Death in service - 4 times annual salary
What's it like working at Loaf?
At Loaf, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.
We'd love you to join us on our journey.
Please note that due to a high number of applications we are currently receiving we are unfortunately not able to provide individual feedback to every candidate at this stage of the process. If your application is successful, one of our Loafers will reach out to you to organise a face to face interview in Nuneaton in the first instance.