Customer Experience Specialist

At a glance:

📅 Starting April/May with hybrid working

😎 Junior or Mid-level

💰  Salary £28,860 per annum

📍 London (minimum 3 office days/week)

⭐ Five-stars on Glassdoor

🌴 Generous 30 days holiday allowance plus bank holidays (pro-rata)

🏆 Leading benefits package & competitive salary

🅱 Work for a Certified B Corporation™

💹 Opportunity to get in at the ground floor of a purpose-driven, high-growth company in the outdoor industry; lots of scope for your growth!

What is the job role?

As part of a small team, you should be prepared to work in a fast-paced and exciting environment, providing an integral supporting role to the Customer Experience Team within a market-leading D2C brand.

As our Customer Experience Specialist, you will be the central point of contact between SunGod and our global community of customers. You will act primarily as a problem solver, helping delight any customers, past, present, or future, whilst educating them on our brand through responding to customers via tickets, email and social media messages. You will also have an interest in working closely with a fast-paced operations and fulfilment team to help run daily orders and improve systems, bringing your own areas of expertise.

Excitement for engaging with our community and delivering seamless customer service is essential. 

Key Responsibilities:

✔ Be the primary communicator between SunGod and its global community of customers, building trusted and ultimately lasting relationships

✔ Proactively, efficiently, and creatively solve problems for our global community of customers to ensure each and every customer’s experience with SunGod is the very best it can be

✔ Evaluate reviews and feedback on a variety of platforms to assist the wider SunGod team

✔ Responsible for clearing daily tasks including tickets, social media messages, Lifetime Guarantee claims and technical order issues

✔ Look to continually improve the Customer Experience through the way we communicate with our customers, the way we approach and resolve each customer issue that arises, and by always looking at how we can do things better

✔ Be a valuable part of a high-performing, forward-thinking operations team to manage daily orders and stock levels

✔ Communicate customer insights and feedback to the wider SunGod team to keep our customers at the core of our wider strategic plans

✔ Understand SunGod’s triple bottom line of people, planet and profit, and incorporate this into your job role every day

Who are we looking for?

We are looking for someone who can quickly build relationships and solve problems for our customers.

The ideal person has the following skills, experiences and competencies:

✔ Right to work in the United Kingdom for an unrestricted period

✔ Minimum 6 months experience working in a customer-facing role

✔ Hold a 2:1 degree, or equivalent experience working for a brand in a similar customer-facing position

✔ Flawless written communication skills, including fluent written and verbal English

✔ Genuine interest in sports and the outdoors

✔ A high level of computer literacy, and can quickly learn new software 

✔ Structured, well organised and proactive working attitude

✔ Experience with Customer Service Platforms e.g Intercom / Gorgias / Zendesk / Shopify

What can we offer you?

Certified B Corporation

Working for a Certified B Corp means joining a community using business as a force for good, contributing to the triple bottom line; People, Planet and Profit.

Benefits

✔ Enjoy flexible working hours and locations;

✔ Generous 30 days holidayplusbank holidays;

✔ Competitive starting salary with annual performance-based reviews

✔ Free mental health support with unlimited access to Spill therapy;

✔ Cycle to work scheme & annual bike servicing;

✔ HealthShield Cash Plan;

✔ Monthly financial health benefit;

✔ Annual SunGod team events;

✔ Free product plus a family & friends discount;

✔ Dynamic, stimulating and rewarding work in a purpose-driven company;

✔ Central London office (Waterloo)

Flexible working

We thrive with high-performing individuals, offering both growth and flexibility in return. We prioritise your impact, not the time spent at a desk. We encourage the team to fit in hobbies and personal commitments around their work time, ensuring objectives are met and output is always to the highest standard.

As a collaborative team, we value a minimum of 3 days in the office each week, fostering our close-knit team.

Diversity & Inclusion at SunGod

SunGod values a diverse workforce. We’re committed to recruiting people from all walks of life and backgrounds to reflect our customers and our community and to help make our business stronger. We're not looking for "culture fit" candidates, instead, we're looking for those who expand our culture, challenge business as usual and bring their whole selves to work. To support our people, we offer family-friendly, inclusive recruitment and employment policies, flexible working arrangements and a range of benefits to suit your circumstances.

What to expect from this application…

This application will ask a few questions about you and your experience.

You will be required to upload a CV at this stage, so it is ready for a future stage.

Based on your application, you may then be invited to complete a skills-based task followed by a panel interview online, and a final interview in person.

Blind Applications

In the first stages of our process, your name and other details will be hidden from your CV and application to remove potential unconscious bias in our hiring processes, and to ensure we hire the best candidate for the role.

A tip before you start...

Before you begin, we recommend you take a moment to ask yourself these questions: Why me? Why this role? Why SunGod?