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- Tasks: Deliver exceptional customer experiences and resolve queries with a warm, personal touch.
- Company: Join Mother Root, a fast-growing non-alcoholic brand redefining drinking well.
- Benefits: Competitive salary, share options, remote work, and personal development support.
- Other info: Enjoy a dynamic work environment with opportunities for growth and team trips.
- Why this job: Be part of a passionate team making a real impact in customer service.
- Qualifications: Previous customer service experience and strong communication skills required.
The predicted salary is between 28000 - 32000 £ per year.
Mother Root is the Ginger non-alcoholic aperitif. We harness the power of apple cider vinegar to serve up a dose of good feelings. Our mission is to redefine what it means to drink well and feel good - with drinks that are complex, delicious and rooted in nature. Fresh from securing three offers on BBC Dragons’ Den, we’re on an exciting growth journey — scaling from a £7m brand today towards £50m+ in the years ahead, with 230% year-on-year growth already underway. With our small but mighty team, we’re building one of the UK’s fastest-growing non-alcoholic brands, both online and in retail. We’re bold, inclusive and ambitious. We value creativity, curiosity and collaboration — and we believe work should be joyful, purposeful and full of flavour.
We are looking for an experienced Customer Service Agent to join the Mother Root team and help us deliver truly exceptional customer experiences. At Mother Root, customer experience is at the heart of everything we do. We are proud to be known for our warm, personal and thoughtful approach to customer service, and we believe every interaction is an opportunity to create a positive and lasting impression. We treat every customer as a VIP and aim to ensure they feel valued, supported and genuinely cared for at every stage of their journey with us. Our CX team plays a vital role in building trust, strengthening relationships and helping customers feel confident in choosing Mother Root.
We are looking for someone who shares this passion for excellent service and is motivated to go above and beyond to help our customers. This role is ideal for someone with previous customer service experience who enjoys problem solving, taking ownership of customer queries, and proactively identifying ways to continually improve the customer experience as we grow. This role reports into the Customer Service Manager.
What You’ll Do
- Monitor and respond to customer enquiries via our helpdesk (email, social media messages and comments)
- Ensure all tickets are responded to within our SLA timeframes
- Provide warm, clear and helpful responses that reflect the Mother Root tone of voice
- Prioritise urgent issues such as missing parcels, damages or complaints
- Escalate complex queries where needed
- Identify and resolve customer issues quickly and efficiently
- Liaise with 3PL and internal teams to resolve delivery issues
- Support replacement order processes where required
- Proactively spot recurring issues or patterns and flag improvements
- Contribute ideas to improve customer satisfaction and efficiency
- Help ensure consistency across all customer communication channels
- Assist during busy periods such as promotions, seasonal campaigns and product launches
- Maintain accurate records within our CX systems
What You’ll Bring
- Previous experience in a customer service role (ecommerce experience desirable)
- Strong written communication skills
- Excellent attention to detail
- Ability to manage multiple enquiries at once
- Confident problem solver with a proactive mindset
- Calm and empathetic approach when handling complaints
- Comfortable working independently and as part of a team
- Highly organised and reliable
- Experience using helpdesk platforms (such as Gorgias, Zendesk etc.) is beneficial
- Curious about how AI can support great CX, with a clear sense of where human judgement and warmth must stay in the loop
You’ll Thrive Here If You
- Light up when a customer leaves happier than they arrived
- Are a natural problem-solver
- Communicate like a human, not a helpdesk
- Always look for a better way
- Thrive when things move fast
- See AI as a way to give customers more care, not less
Benefits & Perks
- Salary range: £28,000-£32,000 per annum
- Share Options Programme
- Annual Leave: 25 days per year
- Summer Hours: Early finish Fridays (June–August)
- Work From Anywhere: Up to 2 weeks per year
- Pension: 5% matched contribution
- Cycle Scheme: Bike or Lime/Forest Pass
- Personal Development: £300 annual allowance for approved training
- Wellbeing Support: Access to Spill app & Heka allowance (£40/month) + birthday/work anniversary boosts
- Annual Team Trip: Gastronomical & wellbeing-focused team away trip
- Parental Leave: Competitive maternity/paternity package
- Lots of free Mother Root
Please note, core working hours are usually 9-6pm with 3 x days in the London office and 2 from home.
Customer Service Agent employer: MOTHER ROOT
Contact Detail:
MOTHER ROOT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent
✨Tip Number 1
Get to know Mother Root! Dive into their mission and values. When you understand what they stand for, you can tailor your approach in interviews and show how you fit right in with their vibe.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle tricky situations or complaints. Being able to demonstrate your problem-solving skills will make you stand out as a candidate who can truly deliver exceptional experiences.
✨Tip Number 3
Show off your communication skills! Whether it’s through a video call or in-person, be warm and engaging. Remember, at Mother Root, they value clear and human-like interactions, so let your personality shine through.
✨Tip Number 4
Don’t forget to ask questions! This shows your curiosity and eagerness to learn. Inquire about their growth plans or how they see AI enhancing customer experience. It’ll show you’re genuinely interested in being part of their journey.
We think you need these skills to ace Customer Service Agent
Some tips for your application 🫡
Show Your Passion for Customer Service: When you're writing your application, let your love for customer service shine through! Share specific examples of how you've gone above and beyond for customers in the past. We want to see that you genuinely care about creating positive experiences.
Keep It Warm and Personal: Remember, we value a warm and personal approach at Mother Root. Use a friendly tone in your writing, and make sure your personality comes across. This is your chance to show us how you connect with people!
Highlight Your Problem-Solving Skills: We’re looking for someone who can tackle challenges head-on. In your application, mention times when you've successfully resolved customer issues or improved processes. Show us that you're proactive and resourceful!
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you're keen to join our team!
How to prepare for a job interview at MOTHER ROOT
✨Know the Brand
Before your interview, dive deep into Mother Root's mission and values. Understand their unique approach to customer service and how they redefine drinking experiences. This knowledge will help you connect with the team and show that you're genuinely interested in being part of their journey.
✨Showcase Your Customer Service Skills
Prepare specific examples from your previous roles where you went above and beyond for customers. Highlight your problem-solving abilities and how you handled challenging situations. This will demonstrate your fit for a role that prioritises exceptional customer experiences.
✨Emphasise Communication Style
Mother Root values warm and clear communication. Practice articulating your thoughts in a friendly and approachable manner. During the interview, make sure to convey your ability to communicate like a human, not just a helpdesk, especially when discussing past customer interactions.
✨Be Proactive and Curious
Express your eagerness to identify patterns and suggest improvements in customer service processes. Share any ideas you have about how AI can enhance customer experience while maintaining the personal touch. This will show that you’re not just looking to fill a role but are excited to contribute to the company's growth.