Customer Service Advisor

Location:

Blackburn Head Office

Company Overview:

Pets Choice is a leading Pet and Animal Products Manufacturer. Based in Blackburn, Lancashire, the Pets Choice portfolio of Brands offers a variety of products for Pets and Wild Animals from Dogs to Ducks! Our Brands include; Webbox, Bob Martin, TastyBone, Meatiful, Spike’s, WildThings, Feathers & Beaky and Vitakraft.

With a broad range of capabilities, Pets Choice are proud to be a supplier to UK Grocery, Discount Retailers, Pet Specialists,  Independent Retailers, Wholesale, Ecommerce and Export markets!
With ambitious plans to continue growth, Pets Choice proactively responds to change and continue to be quick to adapt to market demands.

At Pets Choice, we are investing into the development of our people. Entrepreneurial spirit is encouraged and our team is empowered to make decisions whilst having ownership of their work. As a business we are always looking at more ways to build an engaging, rewarding and collaborative workplace culture.

Role:

  • Be the first point of contact for advice and support in respect of Pets Choice associated brands’ products over the telephone, by email, via correspondence and social media
  • Ensure customer, consumer and supplier enquiries, issues & complaints are resolved within SLA, to an exceptional standard and satisfactory conclusion
  • Adhere to Pets Choice policies & procedures, and internal processes in respect of complaint investigation
  • Communicate any complaints to the wider business which could cause Pets Choice reputational damage and respond in accordance with company procedures & guidelines.
  • Management of ‘cases’ and the supply of information to 3rd parties in a regulated environment.
  • Reply to feedback on products and service using Feefo, the review gathering platform.
  • Salesforce CRM. To maintain and record all customer, consumer and supplier contacts using Salesforce. To contribute to the maintenance and development of Salesforce in respect of other functionality and maintain archived data efficiently and responsibly.
  • To prepare and distribute reports in association with complaints and enquiries as required.
  • To liaise with and develop strong relationships internally and externally to assist with the satisfactory conclusion of complaints and enquiries. To include meeting attendance where appropriate.
  • To support the Customer Relations Manager in the smooth running and effectiveness of the Customer Service function and the achievement of departmental objectives.

Key attributes and skills:

  • A minimum of 2 years customer service experience in a busy and challenging environment.
  • Experience of working in a multi-channel environment; calls, email, social media.
  • Excellent written and verbal communication skills
  • Excellent problem-solving skills
  • Time management and organisation skills.
  • Able to work under pressure whilst maintaining attention to detail.
  • Flexible, with a strong work ethic. Able to convey empathy when appropriate.
  • To be successful in this role is it important that you have owned pet (s) or at the very least be passionate about companion animals!!
  • Polite, courteous well presented
  • Ability to work as part of a team

If you would like to apply for this position, please send your cv to recruitment@petschoice.co.uk