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, typically from 9am to 5:30pm. You'll need to be flexible and available to work various shifts, including weekends, as part of a rota system. The role is based in our Nuneaton office, so you'll need to live within a commutable distance. However, you can work from home on weekends and Fridays!
The Job
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Work with fellow Loafers and other teams around Loaf as one team
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Undertake compulsory training and refreshers as required
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Work across telephone, email and live chat platforms
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Help customers with sales queries, orders and order amendments, keeping other departments in the loop
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Keep customers up to date with any product delays, handling queries and offering solutions
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Deal with delivery failures and offering customers immediate advice and solutions in conjunction with the Deliveries team
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Monitor product quality issues and raise these with your manager
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Resolve all customer queries within the SLA
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Understand and comply with GDPR requirements
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Meet daily interaction and quality targets
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Work proactively to deliver customer satisfaction scores (CSAT) to targets.
What we're looking for
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Previous experience within a customer service role, ideally within a retail environment
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Obviously, you'll have a passion for the brand and our lovely products!
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First-class communication and listening skills and the ability to adapt to individual customers. There's no script here, use your personality to win the customer over!
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The ability to work independently and show initiative
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Excellent attention to detail
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Resilience
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A patient and calm approach
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Target-driven with the ability to multitask
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A problem solver
What we offer
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25 days holiday, increasing by 1 day for every year of service up to a maximum of 28, plus 8 days for bank holidays / in lieu of bank holidays
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Staff and friends and family discount
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Healthcare Cash Plan
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EAP Programme
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Other discounts for shopping
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Cycle to Work Scheme
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Half a day for Christmas shopping
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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.