Customer Care Specialist

Are you tired of the same old 9-5 routine and looking for something more exciting? If you’re after a boring, traditional job, we’re probably not the place for you. But if you want to be part of a vibrant, forward-thinking company, keep reading!

We are Mindful Chef, the UK’s favourite healthy-eating recipe box company and a proud B Corp committed to making a positive impact. We’re on the hunt for a Customer Care Specialist to join our energetic, fun, and driven Customer Care team - a team we truly believe to be at the heart of everything we do.

What we are looking for:

• Are you adaptable, driven, and great at communicating?
• Are you passionate about going the extra mile to make customers happy?
• We need enthusiastic brand ambassadors who know our products inside out and are eager to deliver top-notch customer service.

Schedule: Sunday to Thursday, 9-6pm (with 1-hour lunch break)

Hybrid Working: 2 days a week in the office - we believe in building in-person connections. This is usually on a Tuesday or Wednesday.

You are:

• Empathetic and patient with customer needs.
• The first point of contact for customer queries across multiple channels (email, chat, phone, social media).
• Ready to tackle new challenges and learn on the go.
• Keen to improve relationships with the Mindful Chef community.
• A creative problem-solver with a positive attitude.
• Comfortable using multiple platforms daily.
• Have an excellent phone manner.
• Confident in making outbound calls, engaging with customers, and identifying opportunities to retain and grow our customer base.
• Results-driven with a passion for hitting targets and contributing to business growth.
• Comfortable handling objections and using persuasive communication techniques to convert hesitant customers into loyal subscribers.

You will:

• Communication: Connect and engage with customers via phone, email, and live chat to ensure they receive the best service. Feedback on customer concerns via the appropriate channels to help us improve our service.
• Problem-Solving: Work closely with our 3rd party courier to resolve delivery issues and always find innovative solutions with a smile. Liaise closely with other stakeholders in the business to tackle those more complex customer concerns.
• Sales & Retention: Conduct win-back and retention calls to re-engage customers and encourage them to continue their subscription. Proactively reach out to potential leads to introduce them to Mindful Chef and highlight our benefits. Identify customer pain points and offer tailored solutions to improve retention and increase revenue.
• Goals: Help us maintain and exceed our customer satisfaction score of 95% and a Trustpilot score of 4.5 – because we aim to stay the UK’s no.1 recipe box by hitting personal and team goals! Additionally, work towards reducing our customer acquisition cost (CPA) by successfully converting winback opportunities and increasing retention rates.

Your profile:

Why us?

• Impact: Through our partnership with One Feeds Two, we’ve donated over 20 million meals to schoolchildren in poverty - that’s a whole lot of food!
• Recognition: We’ve won numerous awards and are backed by the world’s largest food and beverage company.
• Benefits: Enjoy 38 days of holiday, flexible working, 6 months of maternity pay, a personal learning budget, 50% off all Mindful Chef products, a shiny MacBook, MC-branded swag, free food (breakfast, lunch, and snacks), a gym in the office, and private health insurance through Vitality.
• Wellbeing: Access to Mental Health First Aiders and a focus on your overall well-being as well as team-driven well-being activities such as move-athons, lunch and learns, etc.
• Continuous Support: A personalised 1-1 training approach, recognising that one rule doesn’t fit all.
• Modern Tech: We’re a Google and Slack business using Dixa to communicate with our customers and a custom-built platform to manage them.
• Rewards: A 10% bonus paid monthly, subject to performance.

Are you ready to join a fun, energetic team that values your success? Apply now, and let’s create something amazing together!