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    • Customer Service Assistant - Manchester - St Pierre Groupe

    St Pierre Groupe
    St Pierre Groupe Manchester

    1 month ago

    Default job background
    Description

    Job Title: People Business Partner at St Pierre Groupe

    This role is responsible for managing customer queries and handling logistics-related administrative tasks to ensure a seamless and professional service across both consumer and trade channels.

    The ideal candidate will have strong communication skills, excellent organisation, and keen attention to detail. Experience in customer service is not required, but the necessary skills to excel are essential.

    Key Responsibilities:

    • Customer Enquiries / Freshdesk:
      • Manage consumer and trade enquiries received via the Freshdesk customer service platform, ensuring timely and professional responses.
      • Triage and categorise all incoming enquiries, managing in co-ordination with the relevant teams or forwarding where applicable.
      • Collaborate closely with the Quality team to manage and resolve complaints following the agreed process and ensuring clear, consistent and timely communication between them and consumers.
      • Use judgment to escalate issues when appropriate.
      • Draft personalised email responses to consumers in addition to using pre-approved templates.
      • Assist consumers with product returns, including coordinating courier or Royal Mail collections.
      • Production and dispatch of complaint letters and management of the complaint coupons.
      • Manage financial admin tasks related to consumer complaints, including tracking expenses, raising virtual credit cards, and uploading receipts.
      • Maintain accurate records of consumer interactions, complaint resolutions, and expenses.
    • Logistics / Stock / Customer Service (retailers):
      • Customs clearance – AEB.
      • Updating stockholding matrix – Warrens and ASDA.
      • Confirmation on collections for the following week to hauliers.
      • Weekly sample order – raise and pick stock.
      • Update Warrens intakes in Transport Master Sheet.
      • Pick and invoice warehouse customers if required.
      • Brakes daily orders out of Lineage.
      • Other administrative tasks within the European operations team if required.

      Person Specification:

      • Passionate about administrative work.
      • Compassionate and empathetic.
      • Detail-oriented with a keen eye for accuracy.
      • Strong team player.
      • Dedicated to resolving consumer issues effectively.
      • Confident and articulate communicator.
      • Highly organised with excellent prioritisation skills.
      • Meticulous attention to detail and precision.

      About the Package:

      • Annual bonus (dependent on achieving company targets).
      • Defined contribution pension scheme (8% employer, minimum 1% employee contribution).
      • Private Health Insurance and Medicash (after 3 months service).
      • International Travel Insurance.
      • Employee Assistance Programme.
      • Annual Leave of 27 days + 1 day for your Birthday + statutory days.
      • Flexible working (start time between 8am-10am) + early Friday finish.
      • Hybrid working with a mix of 3x onsite and 2x remote days.
      • Excellent work location at Didsbury Towers with onsite café, parking, and events.

      Seniority level:

      Entry level

      Employment type:

      Full-time

      Job function:

      Customer Service

      Industries:

      Food & Beverages

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Customer service assistant