Customer Service Agent - High Wycombe, United Kingdom - Hovis

Hovis

Verified Company

High Wycombe, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Welcome to Hovis.

We are the proud guardians of over 130 years of baking experience that make up our iconic and much-loved brand.

We produce bread and bakery products created with Hovis goodness at the heart of each.

We deliver around 1.3million loaves, every day of the week throughout the UK and Ireland, where we also make Mothers Pride and Ormo products.

We are 2,800 people working within 8 bakeries, 1 flour mill, and 2 regional distribution centres across the UK.

Our success is a result of the hard work of our people; they are experts in their field whether it's baking, manufacturing, logistics, engineering, or the many departments within the central functions team based in our head office in High Wycombe.

We are a values-led business and expect our colleagues to live, breathe, and embed Quality, Accountability, and Trust into their ways of working.

The Role:

A fantastic opportunity has arisen for an experienced Customer Service Agent to join our Head Office in High Wycombe to enable Hovis to deliver on its vision of being the best quality brand in bakery

To provide an exceptional customer and consumer experience through effectively responding to their enquiry through a variety of communication channels.

You will work collaboratively with internal and external customers to resolve their enquiries in a skilful and professional manner ensuring a timely and qualitative resolution.

You will work as part of a team and as directed by your Team Leader in order to ensure that all SLA's / KPI's are met.

The team will operate 7 days per week based in High Wycombe for 5 days and with home working at the weekends and bank holidays.

Key responsibilities include:

Provide professional first line response to customer (store) queries, concerns and complaints around deliveries. Subsequent outbound calls to customers and Hovis sites to conclude the query. Maintain the Hovis CRM system

Subsequent outbound communication to Hovis sites and then the consumer to resolution. Maintain the Hovis CRM system

Creation and Issue of Customer Service Level Reports including interpretation of reported failures. Production and analysis of internal KPI reports

Desired Skills and Experience:

Attention to detail
Good communication skills
Strong Excel Skills (essential)
Team player with "can do" attitude
Integrity and honesty
Ability to work to tight deadlines
Previous callcentre environment customer service based experience
Confident telephone manner, including good communication and listening skills
Ability to deal calmly and professionally with challenging calls

Why work for us and our benefits:

At Hovis, we understand the importance of looking after our colleagues, so we provide a variety of benefits in addition to their salaries.

The benefits we provide at Hovis are as varied as the people who receive them but they are offered with the intention of creating value to them personally over and above their salaries

There is a range of colleague benefits available, which individuals can select based on their needs.
Our benefits scheme is called Hovis Choice, which offers a variety of savings and cashback offers on day to day living and much more including eyecare vouchers, and a healthcare scheme to suit everyone. It also includes our Cycle to Work scheme where you can obtain a brand new bike at a significant saving
We offer competitive annual leave entitlement and flexibility where possible in order to create a healthy worklife balance
We celebrate loyalty with our generous long service and colleague recognition schemes
We offer three levels of pensions

Hovis values diversity and is committed to promoting equal opportunities in the workplace.

Every job applicant, employee or worker will be treated fairly and equally with dignity and respect regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, social class, nationality, ethnic or national origin, religious belief, union membership, political opinion, sex, sexual orientation or any other protected characteristic.