Consumer Care Advisor – Yatton, Somerset

Position Overview

The main purpose of the role is to efficiently and accurately provide consumer and customer support, dealing with enquiries and complaints and resolving any issues to their conclusion. Offering professional, efficient and timely service to customers and consumers in a multi-platform environment. Be an ambassador for Pets Choice Ltd; but in doing so demonstrate fairness to our customers and consumers. Adhere to company, departmental and regulatory procedures.

Location

Yatton, Somerset

Company Overview

Pets Choice is a leading pet food manufacturer whose industry knowledge spans over 135 years. Based in Blackburn, Lancashire, the Pets Choice portfolio of brands offers a variety of products for pets and wild animals under its brands; Webbox, TastyBone, Meatiful, Spike’s World, Goodwyns, Davies, Oceanic and Vitakraft. Each brand offers a unique insight into animals from dogs to ducks and produces high-quality products that cater to a wide variety of consumer needs. As a trusted partner, Pets Choice provide private label goods including extruded food, wet food and retorted trays, and baked fresh meat treats. The business also offers additional services such as packaging design, fulfilment and logistics. With a broad range of capabilities and distribution channels worldwide, Pets Choice are proud to be a major supplier to the UK grocery, independents and pet speciality sectors.

Role:

• Take an active role in supporting the overall business Key Performance Indicators (KPI’s) of turnover, volume, and profitability through the delivery of the agreed consumer  service KPIs’.
• Be the first point of contact for advice and support in respect of Pets Choice associated brand products and ensure they are resolved to an exceptional standard and satisfactory conclusion
• Respond and resolve a wide variety of queries and complaints via telephone, email, post, chat, web, review forums and social channels for the entire portfolio.
• Responsible for dealing and resolving complaints and enquiries for the assigned brands or manufacturing sites, ensuring all cases and information is recorded into the CRM system
• Demonstrate empathy and understanding when dealing with Suspected Adverse Reactions (SAR), Suspected Lack of Expected Efficacy (SLEE) and Incidents (such as harm to pet or owner).
• Support with reporting cases of adverse reaction and inefficacy, of our licensed products, to the Veterinary Medicines Directorate (VMD) in line with company procedures.
• Pro-actively call consumers to pre-empt customer frustrations or case escalation. Be the point of escalation for the team for complaints ensuring swift resolution.
• Encourage the generation of positive consumer reviews on review and website platforms.
• Produce accurate and insightful reports on time to the agreed stakeholders.
• To liaise with and develop strong relationships internally and externally to assist with the satisfactory conclusion of complaints and enquiries.
• Act as the administrator for any databases used to log consumer contact to ensure that the programme runs effectively and efficiently, this includes creating any necessary updates to the system e.g. updating field screens, updating letter/email templates, resolving user functionality issues and developing reporting templates.
• Responsible for the adherence of agreed business policies and procedures, as well as legal requirements affecting the department eg GDPR, updating when required.
• Maintain archived data – file and organise archived consumer contact to ensure that information can be found promptly if requested e.g. for VMD inspection.
• Support with audits relating to the department where required
• Issue agreed refunds or compensation in line with the agreed process and sign off limits.

Key attributes and skills:

• FMCG background ideally in consumer relations role
• Knowledge and experience of CRM systems in a contact centre environment
• A genuine interest in working with and helping customers
• Excellent communication skills, both verbal and written, with the ability to handle sensitive issues in a polite and friendly manner
• Good listening skills to be able to identify and define issues being raised by customers
• Empathy and emotional intelligence
• High level of attention to detail
• Must be fluent in English
• A flexible, enthusiastic, and committed attitude