Customer Experience Coordinator - London, United Kingdom - HelloFresh

HelloFresh

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About the team

The Customer Experience Team is responsible for optimising the customer experience throughout all aspects of the customer journey, from sign-up to the delivery of the box.

We manage our customer care teams processes and work very closely with most other departments, to ensure that our customers are having the best possible experience when communicating with HelloFresh.

About the role

We are hiring a Customer Experience Coordinator - Knowledge Management to join our Customer Experience team within our Customer Strategy & Analytics function here at HelloFresh.

In this exciting role, you will work to ensure that a positive customer experience is at the core of all decisions made across the business.

To succeed in this role, you'll need to have a genuine interest in complex business operations and training & knowledge platforms; your role will determine how well our Customer Care team is equipped to provide a best in class customer experience.

What you will be doing:

The following is across both of our brands: HelloFresh & Green Chef._
Owning the maintenance of all content for Customer Care agents; reviewing, creating & continuously improving.
Analysing and reporting on the use and effectiveness of our knowledge platforms.
Working as the bridge between the Global Learning and Development Team for the UK market
Liaising with key stakeholders in the UK business to ensure our training roadmap is up to date, manageable & efficiently prioritised.
Contributing to wider projects that enhance and improve our customers' experience with our customer care department.
Managing daily mass communications to customers regarding any product changes.

Who you are:

Ability to manage priorities simultaneously and meet timesensitive deadlines in a fastpaced and ever growing business environment.
Excellent written and verbal communication skills. Able to build strong relationships with peers and stakeholders.
Experience working with Excel & the Google office/productivity suites (sheets/docs/slides)
Passionate & motivated to be proactive in all aspects of the role
Experience in a knowledge management, learning & development or training role within a customer experience/care function is desirable
To note: This is not a customer facing role, it is a role with a foundation in knowledge & content management for customer care teams._

What you will get in return:

70% off HelloFresh or Green Chef boxes
Company pension scheme
Gym membership
Bupa private medical insurance (including dental & family cover options)
Bippit account financial support
Free professional development and coaching memberships
Mental health first aiders and an employee assistance programme
Dog friendly office (London site only)
If in the office, enjoy a free breakfast every day
Eye care scheme
Cycle to work scheme
Group Life Assurance

Location:
The HelloFresh Farm, 60 Worship Street, EC2A 2EZ, London / DC Site(s)

Work Schedule:
Hybrid working - 50/50 remote working, 8am-5pm Sun-Thurs

You are required to cooperate with HelloFresh in all health and safety matters.

You are responsible for ensuring you take reasonable care of your own health, and safety as well as others who may be affected by the work activities you undertake.

You must report incidents immediately and actively raise health and safety-related concerns to your Line Manager.

ACX