Return to jobs
Join a B Corp Committed to Kindness and Inclusion as Our Customer Service Superstar During an Exciting Growth Phase
Overview
Salary
£27000
Location
Hybrid: Twickenham / Remote
Expires
Expires at anytime
Organisation summary
Holly & Co is a vibrant, B Corp certified entrepreneurial company on the lookout for empathetic and proactive individuals to join our team. We're not your average business; we're dedicated to making a positive impact and fostering a culture of kindness, both within our team and towards our small business community. As we grow and evolve, you'll have the chance to develop alongside a supportive and driven family of colleagues.
- Provide exceptional, personalized customer service as the first point of contact.
- Collaborate with team members to maintain efficient and effective customer interactions.
- Independently handle customer issues and know when to escalate to higher levels.
- Represent the company's values and tone in all written communications.
- Work on additional tasks and projects, contributing to the company's growth and success.
- Prior experience in customer service, preferably within an online or e-commerce setting.
- Proficiency with CRM systems and record management.
- Self-motivated with a 'can-do' attitude and exceptional attention to detail.
- Outstanding communication skills, both written and verbal.
- A collaborative team player with excellent problem-solving and decision-making abilities.
- Ability to work efficiently under pressure and manage multiple tasks simultaneously.
While we value experience and skills, we encourage those who meet most of the criteria and have the right attitude to apply. We strive for diversity and inclusion and support applicants from underrepresented groups. Should you have accessibility needs or questions, reach out to us at [email removed - click apply for more details].
We’re looking for someone who loves to connect with people, takes pride in doing things well and stays calm when it all seems to be happening at once.
Passionate about small business, you’ll be a natural communicator who’s enthusiastic about providing personalised and attentive customer service.
You’ll be the first port of call for customer service enquiries, acting as the link between our wonderful community of customers looking for unique, thoughtful products from our amazing small businesses - our Co’s.
You’ll be confident and proactive, using your initiative to solve problems but knowing when to escalate. Taking a collaborative approach, you’ll understand the
fine line between not stopping until you find a resolution and maintaining strong relationships with all parties.
The role will require you to be highly organised and able to juggle multiple priorities under pressure, using excellent decision-making to work efficiently without compromising on quality.
You’ll be joining us at an exciting time of business growth and so you’ll be jumping feet first into a learning curve alongside other wonderful humans.
Responsibilities:
● Serve as the frontline for inbound customer service tickets, responding to,
progressing and resolving enquiries in a timely manner.
● Collaborate effectively with your fellow team members to ensure
continuity and efficiency across all interactions.
● Support wider customer service operations by proactively chasing up
pending orders and open tickets, flagging issues to relevant teams, staying
on top of unresolved issues and keeping accurate records.
● Handle issues independently where you can, escalate up when you can’t.
● Represent the company in your written communications, embodying the 'Holly & Co' tone.
● Connect external communications with internal teams, taking a collaborative approach to problem-solving.
● Work on ad-hoc tasks and projects as and when the business requires. Key Skills and Experience:
● Extensive experience in customer-facing roles, online or in-person; ecommerce experience is ideal, but not essential
● Experience with CRM systems or databases/record management systems
● Highly motivated and enthusiastic - a ‘self-starter’ who gets things done
● Excellent attention to detail
● Excellent communication, both written and verbal
● Confident in a public-facing role, using empathy and situational awareness
● Brilliant team player who thrives when working collaboratively
● Keen problem-solver with sensible decision-making skills
● Highly organised, works well within systems and processes
● Keen ability to work under pressure and manage multiple responsibilities
simultaneously
Salary range and location:
Hours: 40 hours per week (Mon-Fri, 9am - 6pm with 1hr break)
Some adjusted hours / weekend hours on occasion
Location: 2 days office-based (Twickenham), 3 days remote. Happy to discuss flexibility with working location
Pay: £27,000 per annum
A note:
We’re always looking for great people and know that women, in particular, are less likely to apply for a role if they don’t meet 100% of the criteria. If you feel you have the attributes we’re looking for but not the exact criteria, we’d still love to hear from you.
Diversity and inclusion are important to Holly & Co.
Diversity is about embracing differences, being inclusive, creating possibilities, and growing together to improve performance and the working environment.
We celebrate and embrace everyone's differences and treat every colleague with dignity and respect.
We know that diverse and inclusive teams help us deliver our best work, and we love to see applications from groups who are currently underrepresented in our company and our industry.
Please let us know if you have any accessibility requirements or any other questions ([email removed - click apply for more details]).
About Holly & Co:
We’re a young but growing entrepreneurial company looking to build our brilliantly driven and kind team.
We are a B Corp and committed to our role as a business, to provide an inclusive, thriving and safe environment for all our team. Our culture is one based in kindness, to not only one another but our Co’s, the wider world, and our planet.
We are committed to building a company that is a force for good. We learn from others, have a big vision and move fast. ‘Fast-paced entrepreneurial environment’ is used often, but we really are! We invest in our team for the long term, and want to grow as a family together.
Application deadline:
Midday on Monday 14th October 2024
