At a Glance
- Tasks: Deliver top-notch consumer support and manage enquiries across various channels.
- Company: Join a leading brand focused on enhancing consumer experiences.
- Benefits: Flexible working options, competitive pay, and opportunities for personal growth.
- Other info: Collaborative team culture with a focus on continuous improvement.
- Why this job: Be the voice of consumers and drive real change in a dynamic environment.
- Qualifications: Customer service experience and strong communication skills are a must.
The predicted salary is between 30000 - 40000 £ per year.
Overview
The B2C Consumer Experience Executive is responsible for delivering a high-quality experience to consumers across all contact channels, while acting as the voice of the consumer within the organisation. The role manages enquiries, complaints, and feedback, and partners closely with internal teams to resolve issues, identify trends, and drive continuous improvement across products, service, and processes. This role can be based in London or Somerset.
Responsibilities
- Consumer Support & Case Management: Manage consumer enquiries, feedback, and complaints across multiple channels (phone, email, social media, webforms, third-party platforms & distributors). Provide timely, empathetic, and accurate responses in line with service level agreements (SLAs). Investigate and resolve complex cases, including product quality, delivery issues, and service concerns. Escalate critical or high-risk cases in accordance with internal protocols.
- Complaint Handling & Quality Interface: Liaise with Quality, Supply Chain, Manufacturing, and Regulatory teams to investigate product-related complaints. Ensure accurate documentation of complaints, samples, and corrective actions. Support root cause analysis and contribute to corrective and preventative actions (CAPA). Maintain compliance with food safety, product safety, and regulatory requirements.
- Consumer Insights & Reporting: Capture and analyse consumer feedback to identify recurring issues, emerging risks, and improvement opportunities. Prepare regular reports and dashboards on complaint trends, service performance, and consumer sentiment. Share insights with relevant stakeholders to inform decision-making across the business.
- Continuous Improvement: Identify opportunities to improve consumer journeys, service processes, and response quality. Contribute to the development and maintenance of knowledge bases, FAQs, and standard operating procedures. Support system improvements (CRM tools, case management systems, reporting tools).
- Brand Advocacy: Represent the brand consistently and professionally in all consumer interactions. Act as an internal advocate for the consumer, ensuring consumer perspectives are considered in business decisions.
Key Relationships: Internal: Quality, Regulatory, Operations, Marketing & Digital, Sales; External: Consumers, agencies.
Technical & Professional Skills
- Strong customer service and complaint-handling skills.
- Experience using CRM or case management systems.
- Ability to analyse data and identify trends.
- Clear written and verbal communication skills.
- High attention to detail and documentation accuracy.
Behavioural Capabilities
- Empathy and resilience when handling sensitive or emotional consumer interactions.
- Strong problem-solving and investigation skills.
- Ability to manage multiple cases and priorities simultaneously.
- Confidence to challenge and escalate when appropriate.
- Collaborative mindset with the ability to work cross-functionally.
Education & Experience
- Experience in a consumer services, customer care, or customer experience role (FMCG, retail, or regulated environment preferred).
- Exposure to complaint handling, quality investigations, or regulated products (food, beverage, personal care, household goods) is advantageous.
- Tertiary qualification in business, communications, science, or a related field is desirable but not essential.
Consumer Care Executive in London employer: Archer Daniels Midland
As a Consumer Care Executive, you will thrive in a dynamic and supportive environment that prioritises employee growth and development. Our London and Somerset locations offer a collaborative work culture where your insights directly influence consumer experiences, and we provide comprehensive training and career advancement opportunities. Join us to be part of a team that values empathy, innovation, and continuous improvement, ensuring that every voice is heard and every contribution is recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Care Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Archer Daniels Midland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Archer Daniels Midland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Consumer Care Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Archer Daniels Midland:Your cover letter is your chance to shine! Tell us why you want to work at Archer Daniels Midland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Archer Daniels Midland!
How to prepare for a job interview at Archer Daniels Midland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
