Customer Service Executive
Location: Kingston Upon Thames
Contract Type: Full Time
Hybrid role
£29,000
Our client is a well-established organic food company with a 45-year heritage, built on a commitment to serving people and the planet. They're looking for a Customer Service Executive to join their team in a full time role based in Surrey. If you have customer service experience and want to develop your skills in quality and complaints management within the food industry, this could be the right opportunity for you.
Position Overview
This role sits at the heart of our client's quality and customer service operations, handling customer queries and managing complaints to ensure every customer receives excellent support. You'll investigate complaints, track trends, and work closely with suppliers and cross-functional teams to resolve issues quickly. Your work directly contributes to maintaining our client's reputation for quality and customer satisfaction across their global customer base.
Responsibilities
Handle customer queries via telephone and email, providing prompt and helpful responses
Log, update and manage the complaints database, ensuring accurate record-keeping
Investigate complaints thoroughly and close them out with appropriate resolutions
Analyse complaint trends to identify patterns and support continuous improvement
Coordinate insurance and supplier credit claims as required
Support product recalls and withdrawals, liaising with relevant teams
Complete supplier questionnaires and customer forms accurately and on time
Ensure supplier certifications remain current and compliant
Provide administrative support to direct-to-consumer and Amazon customer service teams
Support cross-functional requests to help the wider business succeed Requirements
Minimum 1 year of experience working in customer service
Strong communication skills, both written and verbal
Ability to manage multiple tasks and prioritise effectively
Attention to detail and accuracy when handling data and records
Proficiency with email and database systems
Knowledge of food manufacturing, quality assurance or quality control systems (beneficial but not essential) Benefits
25% discount on all food products at trade prices
Free product samples and invitations to new product testing sessions
Flexible working hours and hybrid working model
Real opportunities for career growth and skills development within the quality team
Friendly, supportive team environment with a shared commitment to sustainability
Alongside these benefits, you'll be immersed in a mission-driven environment where you'll collaborate with an enthusiastic, like-minded team committed to quality, sustainability and customer satisfaction. How to Apply
If you're looking to advance your career in customer service and quality management, and you have the skills and experience to succeed in this role, please send your application to us. Please include your CV to (url removed) letter outlining your relevant experience in customer service and any knowledge of quality systems or the food industry. Let us know what attracts you to this opportunity and why you'd be a good fit for our client's team
