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For Companies At a Glance
- Tasks: Support customer accounts online and troubleshoot issues in a dynamic digital environment.
- Company: Henderson Group is a leading food service supplier in Ireland, committed to excellence and growth.
- Benefits: Enjoy a competitive salary, hybrid work options, healthcare, and discounts at SPAR stores.
- Why this job: Join a supportive team recognised for innovation in e-commerce and customer service.
- Qualifications: 5 GCSEs including English and Maths, plus 2 years of first-line support experience.
- Other info: Flexible working hours and a positive workplace culture focused on teamwork and integrity.
The predicted salary is between 26000 - 29000 £ per year.
Henderson Food Service is the leading supplier to the food service industry in Ireland. We source and supply a range of thousands of products to customers including hotels, restaurants, and public sector organisations such as hospitals and offices.
Following another year of record growth, our team continue to exceed targets and deliver sales across N.I. and R.O.I last year. Our team will offer you a positive and supportive environment to enjoy success within our market leading brand. We achieved Gold accreditation against the Investors in People standard framework in 2020 in recognition of people management excellence and our commitment to investment in people.
The Purpose of the role:
The successful candidate will play a key role in a growing team who are achieving national recognition for their work across B2B and B2C digital channels. You will support the team in maintaining customer accounts online, delivering customer facing and internal support, troubleshooting data issues, documenting processes and creating user guides across 2 different products.
Working as Digital Operations and Support Executive you will:
- Provide first-line support for Henderson-foodservice.com and the My Barista Bar Rewards App via the support desk, resolving or escalating issues as needed.
- Assign support tickets to relevant team members and track progress to ensure timely resolution in line with agreed KPIs.
- Monitor operational issues with Henderson-foodservice.com and My Barista Bar Rewards+ App, and escalate internally.
- Conduct User Acceptance Testing (UAT) as directed by the Operations and Support Lead.
- Collaborate with internal teams to address e-commerce and loyalty-related queries.
- Assist in delivering internal training on e-commerce, loyalty, and CRM system usage.
- Help create and maintain user documentation and support guides.
- Visit customers in trade to promote e-commerce usage and gather feedback.
- Perform other duties as required, including supporting the wider marketing team.
Skills for Success:
The minimum criteria you’ll need is:
- Minimum of 5 GCSEs (or equivalent), including English and Maths.
- A minimum of 2 years’ experience providing first-line support in a professional environment.
- Previous experience working with customer or sales data and managing related databases.
- Previous experience conducting User Acceptance Testing (UAT).
- Full valid UK/EU driving License.
The Attributes you’ll need include:
- Excellent attention to detail.
- Process driven.
- Sound technical understanding of how systems and processes should work.
- Strong communication skills with both technical and non-technical people.
- Comfortable working with data.
It is Desirable if you have:
- A Third-level qualification or a relevant professional certification related to the role.
- Experience working with e-commerce platforms.
- Experience supporting or working with mobile applications.
- Proficient in using support desk systems to manage and resolve support tickets.
- Understanding of the Foodservice industry.
Are we right for you?
As part of this role, it will be important that you feel aligned with the values that we live and work by:
- Ambition – We always strive to be better. We seek new challenges and look for ways to do things better.
- Customer First – We provide exceptional service. We put customers at the heart of everything and support our communities.
- Teamwork – We succeed together. We help colleagues to succeed, and we share our knowledge and skills.
- Integrity – We are fair, honest and ethical. We treat everyone with dignity and respect. We are inclusive and champion diversity.
The Reward:
Benefits include market competitive salary, contributory pension scheme, healthcare, life assurance, employee assistance programme, social club, Reward Gateway Employee Recognition & Discount Scheme throughout UK/Ireland, staff discount (grocery/fuel) at SPAR/EUROSPAR Henderson Group company-owned stores and many more.
This is a full-time position working 36.5 hours per week. Working hours will be 8:45am-4:45pm Monday to Thursday and 8:45am-3:45pm Friday. Hybrid and flexible working arrangement available.
If you’d like to speak with us before making your application, our Talent Acquisition Specialist would be happy to have a confidential chat with you about the role on offer.
Please note: We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible to avoid disappointment.
We are an equal opportunities employer.
Digital Operations and Support Executive employer: Henderson Group
Contact Detail:
Henderson Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Operations and Support Executive
✨Tip Number 1
Familiarise yourself with the Henderson Foodservice website and their digital platforms. Understanding their e-commerce site and loyalty app will give you a significant edge during interviews, as you'll be able to discuss specific features and suggest improvements.
✨Tip Number 2
Network with current or former employees of Henderson Group on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Digital Operations and Support Executive role.
✨Tip Number 3
Brush up on your User Acceptance Testing (UAT) skills. Since this role involves conducting UAT, being able to demonstrate your knowledge and experience in this area during discussions will show that you're well-prepared and serious about the position.
✨Tip Number 4
Prepare to discuss how you would handle customer support scenarios. Think of examples from your past experience where you successfully resolved issues or improved processes, as this will highlight your problem-solving skills and customer-first attitude.
We think you need these skills to ace Digital Operations and Support Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in providing first-line support and working with customer data. Use keywords from the job description to demonstrate your fit for the role.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Digital Operations and Support Executive position. Mention specific skills that align with the job requirements, such as your experience with User Acceptance Testing and e-commerce platforms.
Showcase Your Technical Skills: Detail your technical understanding of systems and processes in your application. Provide examples of how you've successfully resolved issues or improved processes in previous roles.
Highlight Teamwork and Communication: Since teamwork and communication are key attributes for this role, include examples of how you've collaborated with others in a professional setting. This could be through internal training or addressing queries across teams.
How to prepare for a job interview at Henderson Group
✨Understand the Role
Make sure you thoroughly read the job description and understand the key responsibilities of a Digital Operations and Support Executive. Be prepared to discuss how your previous experience aligns with these tasks, especially in providing first-line support and conducting User Acceptance Testing.
✨Showcase Your Technical Skills
Since the role requires a sound technical understanding, be ready to talk about your experience with e-commerce platforms and support desk systems. Highlight any specific tools or software you've used that relate to managing customer accounts or troubleshooting data issues.
✨Demonstrate Attention to Detail
Attention to detail is crucial for this position. Prepare examples from your past work where your meticulousness led to successful outcomes, such as resolving customer issues or improving processes. This will show that you can maintain high standards in your work.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, company culture, or specific challenges the Digital Operations and Support team is currently facing. This shows your genuine interest in the role and the company.
