Customer Experience Executive

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Ella’s Kitchen was set up by Paul Lindley to promote healthy eating amongst babies and young children. We’re a highly entrepreneurial and values driven company which has achieved impressive growth to over £80m turnover, with a team of 80 employees based at Ella’s Barn near Henley. Our baby and toddler food pouches can be found in key retailers across the UK as well as the Scandinavian and BeNeLux markets. We are a brand recognised for its high quality ingredients and ethical credentials which are visible throughout our supply chain and in our social and charity work. Ella’s is part of the Hain Celestial group and we are very proud to be an accredited B’Corps and included in the Sunday Times Best Companies top 100 list for the last 4 years.

Purpose Of Role

Manage the day to day needs of Ella’s Kitchen Customer Experience and help deliver the Making Friends with Families strategy.

Role Activities / Responsibilities

• Assist in answering/responding to all enquiries and complaints that are directed through to the Customer Experience team.
• Manage and respond to all Customer Experience contact via all social media channels.
• Engage with consumers and other businesses on social media proactively + reactively as required.
• Ensure all contacts are logged and updated on our database.
• On a rota basis support the team to manage all out of hours contacts during evenings and weekends from home.
• Work collaboratively within the Customer Experience team to ensure a seamless service.
• Liaise with the technical team on a day to day basis to ensure that Customer Experience can deliver an exceptional and informative service to our consumers.
• Work closely with our Friends (Comms) Team on consumer related communications.
• Send out monthly questionnaire to consumers who have been in touch and co-ordinate feedback.
• Liaise with other Ella’s teams to seek answers to queries when needed.
• Work towards set KPIs to ensure that we are consistently achieving high standards of service and engagement.
• Support the Customer Experience manager with reporting on customer care activity and the performance of the team.
• Working with the rest of the Customer Experience team to share knowledge and inspire our communication to the rest of the Ella’s family.
• Involvement in wider team projects as required

You Will Need

• Experience in a customer facing role
• A real passion for Customer Experience and wanting to help our consumers
• Fantastic ability to communicate both written and verbal
• Ability to keep calm under pressure
• Good keyboard skills and be able to capture data accurately
• Excellent knowledge of and ability to navigate social media channels including Facebook, X, Tiktok and Instagram
• Excellent attention to detail and organisation skills
• Ability to prioritise workload
• Able to think creatively as well as differently
• Experience of building relationships
• Demonstrate the ability to live and breathe our values: Own It, Win Together, Foster Inclusion, Be Curious + Be Childlike.

And What You’ll Get In Return

• Bucket loads of training and development, supporting your career pathway
• Competitive salary
• Discretionary bonus scheme
• A Box of Treats, including private medical, dental, pension, life assurance, 25 days holiday and the ability to buy more, high street discounts, amazing wellbeing events, Give It A Go days… to name but a few!
• A really awesome place to come to work… our beautiful Barns in the Oxfordshire countryside

Qualifications

Benefits

Not Specified #J-18808-Ljbffr