Customer Care Social Media Executive

What we’re after:- Customer Care Social Media Executive

The leader of your pack is:- Head of Customer Care

Lily’s Headquarters: - King’s Court, Goodge Street, London

Equality and Inclusiveness at Lily’s Kitchen: -

At Lily’s Kitchen, we want to build and maintain a values-driven culture of trust and inclusion, one that empowers people safely and comfortably to express every characteristic of their personal identity and experience. We’re committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability , you’ll get all the opportunities, respect and support you’d expect from a passionate business that cares about its people (as well as its pets).

We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, individuals with disabilities and/or other people from underrepresented groups to apply. Lily’s Kitchen is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use.

Your place at the Lily’s Kitchen Table: -

We love our customers and we want to make sure they receive the right care and attention they deserve. 

As a Customer Service Social Media Executive you will act as an ambassador for Lily’s Kitchen and deliver exceptional customer service to our customers. This will shine through in everything you do from supporting and managing customer enquiries (via telephone, email, social media and – soon enough – web chat), ensuring we offer the best customer experience, nutritional advice, product information and emotional support at all times. From a social media perspective you’ll manage our customer queries on our social platforms, and you’ll work alongside our Social Media Manager and PR agency to maintain and nurture the community for our customers online.

How will I make a difference?

You will: -

·      Deliver award winning customer service and act as an ambassador for Lily’s Kitchen, ensuring an excellent and supportive customer experience reflective of the Lily’s Kitchen brand and vision

·      Answer customer enquiries promptly and effectively (telephone, email, social media)

·      Provide pet dietary and nutrition advice. Advise on pet health, food content and product information, Lily’s Kitchen products, features and benefits, promotions and promotional product

·      Provide emotional and moral support to Lily’s Kitchen customers as required

·      Manage and support the order and delivery process, through retail systems including Salesforce, Zendesk, CMS & NETSUITE

·      Point of liaison between customer, warehouse and couriers to ensure the customer receives on time, correct, quality deliveries

·      Liaise with customers through social media platforms (and Live Chat in future)

·      Become the expert within the Customer Care team when it comes to tone of voice, and public customer communcation

·      Be the point of contact for our Social Media Manager and PR team, and work closely with them to manage all customer contacts on social media consistently with our Customer Care messaging

·      Engage with like-minded and partner brands on social platforms to build relationships and a sense of community

·      To monitor and flag trends within our social media queries, reporting on these weekly

·      To have an overview of the content calendar and contribute where necessary based on trends within social media and Customer Care contacts

·      Act on, and feedback customer insights to correct departments for ongoing development and improvements

·      Moderate and respond to Feefo, Trustpilot, Facebook and Google reviews

·      Content-sourcing, including UGC harvesting and posting stories

·      Planning and executing plans for behind-the-scenes stories

·      Working with our third party agency to ensure we are aligned in terms of comms and social media content planning

·      Pro-actively review, manage and support social media commentary and feedback

·      As required manage customers’ refunds and returns process

·      Liaise with warehouse team and couriers where necessary

·      Accurate completion of department administration duties

·      Support other teams (including Trade sales and customer care) and company events (including Trade shows) as required

How will I be successful?

·      A passion for pets is important, and for this role in particular you need a background in dealing with our four-legged friends

·      An expert when it comes to working in a customer facing role, you will know what it takes to deliver first class customer service

·      High energy, adaptability, and the ability to present solutions with passion - we’re after someone who wants to change the world!

·      A background in delivering exceptional customer service

·      Social media guru with experience of using instant and social messaging on behalf of a business

·      Ideal though not essential experience in using Zendesk and Ecommerce Cloud

·      Top notch written communication and grammar skills - you know the difference between the brought and bought and your and you’re

·      A European language is a plus

·      You’re known for your relationship building and being empathetic

·      You love to collaborate on ideas and are always an active member in any team

·      Lily’s Kitchen values will shine through in everything you do

·      At Lily’s Kitchen it’s a fast paced, dynamic environment – so you need to be highly adaptable, and comfortable in an ever-changing company

·      You’ll have impeccable communication skills, and will be able to multitask between multiple channels

·      You will be prolific in using Microsoft Office, and all its quirks

·      You’ll be well practiced at using your initiative, have a can-do attitude and will be peachy keen to learn and grow

·      You will have an exception level of planning, organisation and prioritising

The Team

Our Perks

At Lily’s Kitchen we believe that everyone should enjoy their time at work. We reward the care our people put into their job, by caring for them in return. Our benefits are designed to make our people smile, save for the future, stay healthy and give back where they can and include:

·      Dogs at work; what better way to put a smile on your face!

·      Flexible Working: flexi-time, working from home, part-time working, flexible support

·      Save for the Future: a pension plan that goes beyond, the option for salary exchange and an option of an ethical pension fund reflecting our team’s attitudes and needs.

·      Staying healthy and well: Our team’s health and wellbeng is very important to us and we offer private medical, employee assistance programme, mental first aiders and a cycle to work scheme.

·      Supporting our community: with a volunteering allowance we can give back to causes we are passionate about. Plus supporting and having fun together as a team.

·      And more …

Lily’s Kitchen Story

Lily’s Kitchen is a challenger brand - pet food pioneers. We are changing the game with our mission to provide proper food for cats and dogs all over the world. 

We’re a hard working, honest bunch. Lily was our inspiration. When Lily was ill, it was her owner Henrietta’s homemade cooking that made Lily better. Other dog owners wanted the recipes, and Henrietta set to work. We went from her kitchen in Hampstead, selling our nutritious natural recipes for cats and dogs in over 1,000 stockists, like Waitrose, Tesco, Ocado, organic food shops, vets, independent pet shops and garden centres all over the UK. In recent years, we’ve gone international and are now sold in more than 30 countries worldwide.

Awarded a Royal Warrant Holder in 2019 and named in the Sunday Times Virgin Fast Track 100 three years in a row, we’re a fast-growing company founded on passion and innovation. How innovative can a pet food company be (we hear you cry)? Innovative enough to win a Queens Award for Enterprise in Innovation, we reply (with passion). We’re the first pet food company to have won the award, and it speaks volumes about our recipes and how we do business.

We’re also a proud founding UK B Corps member. It means we believe in using business as a force for good. Basically, when it comes to doing good (good food and good things) we’re like a dog with a bone.

Our Vision.

We’re all about warming hearts, feeding souls and enriching lives, for both our customers and employees.

Our Values.

We recruit to our values at Lily’s Kitchen: Respectful. Dedicated. Audacious. Passionate. Responsible.

Our People.

We seek out and develop talented people who love to succeed and make a positive difference in everything they do.