Customer Services

An exciting opportunity has become available working as a Customer Services Specialist for a large FMCG company.

This is a 6-month FTC with strong potential to become a permanent role. A hybrid role working 4 days in the office per week.

A Customer Services Specialist is a fundamental role within the business, where you will be taking responsibility for creating a positive consumer experience within the brand. You will take responsibility for complaints handling procedures, processes, and reporting, in order to deliver an excellent customer experience. You are tasked with collaborating across the wider business to ensure timely and personalised responses to consumers queries. You will be responsible for managing a vital point of communication between the public and the brand. Therefore, you should approach each interaction as an opportunity to provide that individual with a positive experience.

Responsibilities as a Customer Services Specialist

• Be the owner and manage the company’s customer services email inbox.
• Ensure timely response to all queries and interactions.
• Define the right principles for reply management in terms of process efficiency, messaging quality and escalation scenarios.
• Improve workflows with key business stakeholders.
• Set and track weekly engagement and impact targets.
• Generate monthly report and analysis of consumer relations performance and consumer reactions.
• Maintain and improve KPIs.
• Work closely with other departments within the company regarding consumer relations queries, to ensure all communication is dealt with appropriately (Marketing, Sales, Legal etc).
• Work with and update answer templates to ensure all eventualities are accounted for.

Skills and Experience as a Customer Services Specialist

• Minimum 1 years’ experience in a Customer Services/Consumer Relations/Marketing/Sales role.
• Strong customer relations experience.
• Ability to work with and communicate with all levels including Management and Senior Executives.
• Analytical and creative thinker.
• Enthusiasm for consumer experience
• Professional written and verbal communication skills.
• Ability to engage with people from a range of backgrounds.
• Creative, organised, driven and results orientated.

This is a 6-month FTC with strong potential to become a permanent role. Paying up to £32,000 based on experience.