CUSTOMER EXPERIENCE EXECUTIVE (LEVEL 3 APPRENTICESHIP)

Pip & Nut values a diverse workforce, women, people of colour, people with disabilities and members of the LGBTQ community are strongly encouraged to apply.

If there is anything we can to accommodate you to participate fully in the recruitment or Interview process please let us know by sending an email to [email removed - click apply for more details]

Pip & Nut has gone from strength to strength since it launched in 2015 and has exciting ambitions to continue this growth over the coming years.

This is a new and exciting opening in the Brand & Communications team. We’re looking for someone to help us deliver an excellent, on-brand experience to all our customers, while also gaining a qualification in customer service.

As an apprentice with us, you’ll be fully supported to achieve a Level 3 Customer Service Specialist Apprenticeship alongside an external training provider. This is a nationally recognised qualification. The typical duration of this apprenticeship is 15 months.  

Why should you join us?

Pip & Nut is an award-winning food brand that strongly believes healthier options don’t have to be boring or less tasty. We’re obsessed with sourcing the highest quality ingredients and all our products are expertly crafted to deliver the best taste possible. Our range of peanut and almond butters is now stocked in more than 6,500 stores around the UK, from iconic stores like Whole Foods to Tesco.

Pip & Nut is proud to be a certified B Corp, which means we are committed to balancing purpose and profit.

This is a unique opportunity to join a fast-growing food business at an exciting time, with plenty of exposure to all departments so you’ll gain an in depth understanding of how a small business functions.

Pip & Nut has a huge community of brand fans, and we’re looking for someone who can help us take that brand love to the next level.

What you'll be doing:

You'll be part of the Marketing (Brand & Communications) team, based in our East London office. 

You'll be working hard to deliver the best possible experience to all our customers, from handling queries and concerns to coming up with new surprise and delight tactics to reward our biggest brand fans.

You'll use your excellent written communication and customer service skills to make every customer Interaction as considered and memorable as possible, all the while embodying the positive Pip & Nut tone of voice and representing the brand values.

We're passionate about truly listening to our customers and recognising where we can Improve the customer journey, so there will be plenty of opportunity to Implement feedback and new processes, working alongside other Internal departments.

In a nutshell, you are responsible for:

·      Responding to all inbound customer messages, via email, SMS or social media, using Gorgias software

·      Working with the operations and product teams to ensure all product complaints are appropriately logged and dealt with, including crisis management

·      Proactively engaging with current and potential brand fans on social media, starting and joining relevant conversations to learn more about our customers

·      Analysing and sharing customer feedback and insights , to ensure the customer journey is as seamless as possible

·      Making sure our VIP customers (subscription shoppers) feel valued by helping to implement loyalty tactics

·      Helping to maintain the Pip & Nut website for the best possible customer journey

·      Working on wider business projects alongside the comms and product teams

·      Making cost-conscious decisions when meeting customer and business needs

·      Making sure every interaction a customer has with Pip & Nut is positive and memorable – recruiting more brand lovers than ever before

·      Continue to improve and evolve the value we deliver through our customer services as part of progressing our Bcorp commitments.

As this is an apprenticeship, you'll also have to complete eight hours a week of off-the-job learning, set by an external training provider. This will be split across a few days.

What we're looking for:

·      To be considered for this apprenticeship you must not hold a qualification at Level 3 or above in Customer Service (for example NVQ Level 3 Customer Service)

·      GCSE (or equivalent) English and Maths at Level 4/C or above

·      A Levels (desired)

·      Experience in customer facing roles / customer services

·      Excellent written & verbal communication skills

·      A good head for numbers

·      Strong attention to detail

·      Good IT skills

·      An interest in food and drink

·      Confident and enthusiastic with lots of energy to bring to the team

·      The full entry course requirements can be found here: https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-specialist-v1-0

·      Most importantly you will demonstrate how you can see an opportunity to develop your career with us at Pip & Nut and contribute to the success of our company as we grow, showing passion for your role.

What we'll give you:

Gross Salary: £19,000

Bonus: 10% Base Bonus and an extra 5% on achieving stretch targets (max bonus = 15%)

Perks (see below on what it’s like to work at Pip & Nut)

We are a London Living Wage Employer

Working patterns and contracted hours

·      9am - 6pm Monday to Friday (although we do offer flexi time around the core hours of 10am - 4pm, if you want to start early and finish early one day, for example)

·      1 hour lunch break 1pm - 2pm

·      8 hours per week dedicated to apprenticeship studies

The option to work from home 2 days per week, if you want to

How to Apply:

Please send your CV and a cover letter answering the questionsbelow to [email removed - click apply for more details] with Customer Service Apprentice + your namein the subject title no later than 6th July 2022.

We will then be in touch to let you know if you are to be invited for an interview.

Questions:

1.       Why do you want to work at Pip & Nut?

2.      What do you think makes excellent customer service?

3.      Tell us about a time you went above and beyond to solve a problem or make someone feel valued.

Your cover letter should be no more than 400 words

The Apprenticeship Standard you’ll be following is Level 3 Customer Service Specialist through our provider. Please note that we are required to pass your information to the training provider and by applying for this role you are aware of this and provide us with permission to do so. To be eligible for our apprenticeships, you will need to have the right to work in the UK.

Recruitment Timeline

5pm on 6th July – Deadline for CV & Cover Letters

11th & 12th July – Pip & Nut Introductory Session (45 mins) + Task Set

18th July – 1st Round - Task Deadline

20th July – 2nd Round Interviews

We are happy to reimburse travel expenses to and from the interviews where necessary. 

Purpose:

Help people love food, that loves them & the planet

Pip & Nut Company Values:

Bring the fun – We bring fun, laughter and positive energy to everything we do

Be Open – We believe in realness, from our people and ingredients, to the way we run our business

Keep it real – We take care to listen and find ways to be accessible to everyone

Never Settle – We’re ambitious, a little bit obsessed and will never comprise on quality

What’s it like to work at Pip & Nut

Like our brand, as a team we don’t take ourselves too seriously and want to make sure that we’re having fun and inject a bit of playfulness into our day to day.  As a B-corporation we also want to ensure that every person in our team has a clear understanding of our mission and what we are looking to achieve. That’s why we invest in lots of different ways to support you and the team to do this:

1.       Learning & Development- We’re an ambitious bunch and have a hunger to learn something new everyday, whether it’s small or big. That’s why we invest behind each team member with resource to support a personal development plan each year. Whether that’s learning soft or hard skills we want every person in our team to pursue areas that they wish to grow more within

2.      Physical and mental health– your wellbeing is key to doing a great job that’s why we provide private health care.

3.      Free breakfast, a no desk lunch policy and of course unlimited nut butter– building positive relationships with food is at the core of what we do as a brand so we make sure as team we live this value by making sure that we stop to eat well throughout the day. All food we buy for the office is also bought from businesses that avoid the use of palm oil as we like to support brands who also believe this is an ingredient worth avoiding

4.      Giving back to our community and planet- as a brand we want to give back to our community which is why on top of your 25 days holiday we also give 3 additional days leave for you to volunteer with a charity , one day is dedicated to our company charity of the year and the other two days can be spent with a charity of your choice

5.      Flexi-working and working from home– we know that not everyone works the same and that sometimes you need to be more flexible. That’s why we have core office hours of 10am – 4pm and you can make up your hours earlier or later depending on if you’re an early bird or night owl. There is the option to work from home for up to two days a week (Monday and Friday).

6.      Remote Working Equipment – all equipment will be provided including laptop and screen(s)

7.      Finally our office is based in Spitalfields, London, a great location for food at lunch and a drink or two after work.

Pip & Nut values a diverse workforce, Women, people of colour, people with disabilities and members of the LGBTQ community are strongly encouraged to apply.

If there is anything we can to accommodate you to participate fully In the recruitment or Interview process please email to [email removed - click apply for more details]