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Gousto
,
Spalding, Lincolnshire
Senior Customer Care Agent
Overview
Job Description
About us Gousto is the UKs leading recipe box company delivering precise ingredients, delicious recipes and a dollop of adventure to thousands of homes across the UK. As one of Europes fastest growing independent companies, youll be part of an exciting, expanding team and trailblazing company. Food and tech is at the heart of what we do. Using industry-leading technology, weve connected over 6 million people to delicious food so far. By 2025 well have delivered 400 million delicious meals to dinner tables across the country... and were only just getting started. Join us and lets dream big and deliver bigger. Unbox possibility. Who you are We are looking for an experienced Customer Care agent to join a team of Senior Agents. Responsibilities for the team include providing support to a world class customer care team, through real-time agent support, resolving escalated queries and handling day-to-day admin tasks for the team. As a detail oriented, problem-solver, you will always be looking at innovative ways to resolve issues both within the team, and in collaboration with various teams across the company, looking at process improvements to provide the very best customer experience. You will also be measuring quality assurance for the wider Customer Care Team, providing feedback to the Customer Care Management Team. What youll do * Surprise and delight Goustos customers through the delivery of world class customer service * Be the day-to-day first point of contact for any support queries from the wider Customer Care team * Provide guidance to other Customer Care Agents and provide training on best practices * Take ownership of sending proactive communications to customers when we think that things might not go quite as expected * Work closely with the Customer Care Trainer to identify any areas of improvement in the team and find ways to solve them * Use your exemplary Customer Care skills to deliver a great experience for any escalated complaints * Continuously improve contact handling processes across telephone, email, chat and social media channels * Ensure we continually exceed customer expectations by conducting regular QA and feeding back to agents * Support the wider team by handling live contacts from customers during peak times * Ensure accurate and timely completion of necessary admin tasks associated with maintaining the smooth operation of the team * Role model Goustos ownership principles at all times * Any other duties deemed necessary by the Gousto Management Team to contribute to the success of the company Requirements * A strong background in a Customer Care environment * A proven track record of delivering world class customer care * A keen eye for detail and always looking for ways to streamline processes * Able to confidently handle any challenging contacts * Accustomed to managing multiple tasks against tight deadlines * Ability to provide leadership in a fast paced environment * Ability to use Excel at an intermediate level Extra skills wed love * Experience with Zendesk * Someone with experience within customer care in the food sector is advantageous but not essential * Experience with Salesforce Benefits * Holidays - 25 days of holiday (plus bank holidays) increasing by a day each year up to 30 days * Option to buy additional days of annual leave up to a total of 30 days * Discounted Gousto boxes - 40% staff discount on Gousto boxes and 25% for your family and friends plus your first box free * Dr Gousto Healthcare via Babylon Health * Access to Gousto Academy training courses * Gym Membership * Cycle to work scheme * Pension * Quarterly team socials and mixed team events * Coffee/ Tea, fruit and ice cream provided every single day to keep you fresh Our Team Equal opportunity is hugely important to us, across all areas of Gousto. Currently, in our team there are over 20 nationalities and its deeply important to us to have all genders represented in all functions and levels. We treat all individuals in a fair and equal manner and in accordance with the law regardless of age, disability, gender, pregnancy and maternity, marital status, race, religion or sexual orientation. Our Culture Youre a confident self-starter, able to juggle multiple projects in a dynamic, exciting and entrepreneurial environment. Youre initiative and a problem-solver with an eagle eye for detail. Youll consistently go the extra mile to apply and achieve a high standard across everything you do. Dream - Todays good is tomorrows mediocre. Were always looking for ways to improve Gousto, our team and ourselves. Deliver - We understand where we can add the most value and obsess about making improvements every day. Care - We can only achieve big things by working collaboratively. We respect different peoples skills, experience and points of view. We work as one team.