Consumer Care Advisor – Yatton, Somerset

Position Overview

The main purpose of this role is to efficiently and accurately provide customer support, dealing with enquiries and complaints and resolving any issues to their conclusion. Offering professional, efficient and timely service to customers in a multi-platform environment.

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:

• First point of contact for advice and support in respect of our brands and products, ensuring queries and complaints are resolved to an exceptional standard and satisfactory conclusion.
• Respond and resolve a wide variety of queries and complaints via multiple channels such as telephone, email, post, chat, web, review forums and social channels.
• Ensure all cases are recorded on the CRM system.
• Demonstrate empathy and understanding to our customers.
• Support the team with reporting cases of adverse reaction in line with company procedures.
• Pro-actively call consumers to pre-empt customer frustrations or case escalation.
• Encourage the generation of positive customer reviews.
• Produce accurate and insightful reports.
• Liaise with and develop relationships internally and externally to assist with the satisfactory conclusion of complaints and enquiries.
• 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.
• Adherence of agreed business policies and procedures, as well as legal requirements affecting the department e.g. GDPR.
• Maintain, file, organise and archive data and information ensuring information is easily retrievable for audits.
• Support with audits relating to the department when required
• Be an ambassador for Pet’s Choice and our brands.

Key attributes and skills:

• Experienced gained from a customer service 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