Customer Experience Executive

Selecta is the largest provider of unattended self-serve coffee and convenience food in Europe, leading the way in vending solutions and specialist coffee services. We are hiring a Customer Experience Executive to join our newly formed Client Experience Department.

About Selecta

Selecta is an innovative global industry leader and food tech pioneer, which runs as a 24/7 food & drink distribution and technology led powerhouse with 2021 reported revenues of over €1billion. Selecta provides millions of moments of joy to its end consumers throughout Europe. As such, we are uniquely positioned to address the needs of our clients and their consumers in the new hybrid work environment.

Selecta operates across 16 countries within Europe, serving 12 million people every day. Within the UK we deliver a national service, relied on and trusted by circa 3,500 businesses to serve tasty beverages and snacks at a variety of locations from workplaces to schools, universities and hospitals and everywhere in-between.

We are hiring a Customer Service Executive (or Client Experience Executive as we like to call it internally) to join our well established Client Experience Department in Hemel Hempstead on a rota basis paying £26,250.

Day to day responsibilities of a Customer Service Executive

• Take ownership of client queries, working with internal stakeholders to investigate and provide a full resolution for the client.
• Act as a client champion, delivering an excellent customer experience at all times and support with increasing our Client Satisfaction, Client Retention and Net Promotor Scores (NPS) scores.
• Ensure client emails and phone calls are responded to within agreed department response times.
• Act as a brand ambassador when interacting with clients, consistently demonstrating high levels of integrity, diligence, and professionalism.
• Investigate and respond to client complaints, providing a resolution in line with client expectations and in line with company policies.
• Act at all times as a team player, working with your colleagues to achieve department goals and objectives.
• Support with initiatives to upsell or promote Selecta’s products or services.
• Liaise with Operations and Technical teams to identify and provide a resolution for customer issue

Requirements

• What are we looking for in a Customer Service Executive?
• A Rock Star attitude to customer service
• Strong organisational skills excellent attention to detail.
• Proven customer service experience within a comparable industry would be beneficial but not essential
• Familiarity with O365 and CRM systems is an advantage
• Ability to communicate oral and written information concisely, logically, to internal and external parties
• Comfortable working in a complex matrix.
• Strong communication skills and complaint handling experience, recognising the need to balance customer demands with company policies.
• An understanding of contracts, including services for merchandising and technical.
• Excellent time management capability and the ability to work under pressure in a fast-paced environment.
• Self-motivated, and proactive to support the team and our clients

Applicants must have the Right to Work in the UK permanently. Please apply for consideration- we look forward to reviewing your CV.

In line with the Immigration, Nationality and Asylum Act, all applicants will be expected to provide proof of eligibility to work in the UK if invited to interview. Selecta UK recognises the benefits of a diverse workforce and we therefore welcome applications from all backgrounds and all sections of the community.

Benefits

• 25 days holiday pa + bank holidays
• Security of 5-weeks paid sick leave
• Development opportunities available and clearly mapped career paths
• You’re supported by a strong leadership team

We look forward to receiving your application!

At this stage we can only accept applications for individuals already living in the UK and with the right to work in the UK. In line with the Immigration, Nationality and Asylum Act, all applicants will be expected to provide proof of eligibility to work in the UK if invited to interview. Selecta UK recognises the benefits of a diverse workforce, and we therefore welcome applications from all backgrounds and all sections of the community.