Job Introduction
We want to grow Charlie Bigham’s into the UK’s most loved and respected UK food brand.
Our consumers are the judge of how well we are performing; so it is important that we offer a gold standard service at every point of contact, if we are to retain loyalty and continue to build upon our reputation .
This is also the key role in the business acting as the voice of the consumer; supporting the wider business in discovering key trends, insights and consumer needs.
Role Responsibility
We are looking for a Consumer Services Manager to provide high-quality support and satisfaction across all customer interactions, and acting as a bridge between customers and the company.
Key Responsibilities:
This role is unique in that the Customer Service Manager deals with the customer directly as well as reporting on trends:
• Reply to all consumer contact (emails, phone-calls, across social media) in a timely fashion and representing Bigham's messaging and tone of voice
• Review contacts weekly, spot and report any trends, working closely with NFD/EFD teams to report on recipe changes / new dish trends
• Share information / learnings with the Marketing Team on themes, consumer requests, comments on packaging, recipes, food and communication
• Ownership of all website FAQs – updating and adding new
• Updating all EFD recipe changes on company website and on retail platforms ensuring all nutritional information/cooking instructions/allergen info is accurate
• Report monthly on retailer reviews and trends in dishes
About the Company
What are we looking for?
COMMUNICATION
• Strong communicator both written and verbal
• Understand the reason for contact, respond appropriately, leaving the consumer feeling valued.
• A strong sense of urgency – understanding issues that need to be escalated
• Working cross functionally to provide necessary information to other teams e.g. Technical and Food Teams
• Demonstrate empathy, our consumers are the ultimate judge of our business, their feedback helps us improve, every day.
• Sound Judgment – raise internal awareness / urgency appropriately
• Analysis – review and group comments to add value for Food and Technical teams
• Verbal and written skills, excellent attention to detail
ATTRIBUTES:
- Team player, add value to immediate and wider business team
- Able to demonstrate empathy with consumers
- Robust and enjoys the challenges of a fast-paced environment
- A foodie!
- Previous experience of at least 2-3 years in a Customer Service Manager Role is essential (preferably in FCMG / Food Industry or Luxury Customer Service)