Senior Consumer Care Advisor - Blackburn

Position Overview:

As the Senior Consumer Care Advisor your main role is to efficiently and accurately provide customer support deal with enquiries and complaints, and resolve any issues to their conclusion.

Location:

Blackburn 

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 Pets Choice associated brands and products and ensure any queries and issues are resolved to an exceptional standard and satisfactory conclusion
• Support the Customer Care Manager in the smooth running and effectiveness of the Customer Care function and the achievement of departmental objectives
• 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
• Ensure all cases and information is recorded into the CRM system
• Demonstrate empathy and understanding
• 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.
• Lead customer relations input for your areas in cross functional meetings, including chairing regular meetings to resolve ongoing issues to minimise future complaints
• Support in the roll out and development of the CRM system to maximise performance and data insights.
• Responsible for the adherence of agreed business policies and procedures, as well as legal requirements affecting the department e.g. GDPR
• Maintain archived data – file and organise archived consumer contact to ensure that information can be found promptly if requested
• Support with audits relating to the department where required
• Identifying areas for improvement, implement better ways of working if necessary  
• Complaint investigation and root cause analysis.

Key attributes and skills:

• Experience gained from a FMCG Customer Relations/Customer care role
• 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 an empathetic, 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