Customer Experience Administrator in Wadhurst

Join an ethical and award-winning employee owned outdoor clothing brand as a Customer Experience Administrator (2 positions available). The Company Páramo Directional Clothing designs and distributes durable garments for outdoor people, using unique and superior fabric systems to keep them comfortable in extreme environments. The products are indefinitely renewable using Nikwax® aftercare and their innovative design allows the garments to be recycled at the end of their usable lifetime. We develop our products in-house, from the headquarters in Wadhurst, East Sussex, with the garments manufactured at The Miquelina Foundation in Bogotá, Colombia. This partnership started in 1992 and has assisted over 10,000 vulnerable women to find a better life, away from prostitution or exploitative situations. With Páramo’s support, the factory has carried the World Fair Trade label since 2017. We have an ongoing dedication to minimising our impact on the environment and a devoted group of people to help develop the business. Páramo is employee owned, which will protect and build upon our purpose and values, whilst securing a bright future for all employee owners. We highly value our Partners, and this is an exciting opportunity to join our Group.

The role:

• Ensure that customer enquiries and other contacts are dealt with in an effective and efficient manner by providing a friendly first contact service in line with the company’s values and ethos.
• Provide a friendly and efficient service at all relevant touch points with the brand including face to face and on the phone.
• Manage incoming mailboxes, providing a first class service to customer queries, passing over to relevant departments where applicable.
• Liaise with the Páramo workshop to provide customers with booking slots, information and payments, maintaining the responsibility of being the main point of contact for the customer throughout their interaction.
• Be the point of contact for all customers needing to make garment returns to Páramo including processing any payments/refunds in line with company process.
• Manage incoming recycling scheme garments in a quick and efficient manner.
• Process Páramo consumer data where necessary and in compliance with GDPR.
• Compile reporting on key metrics as specified by the Customer Experience Manager to allow for continuous improvement of Páramo’s customer interaction.
• Provide support in the absence of the Customer Experience Manager.

You will be:

• Highly customer focused, with proven experience engaging directly with clients to understand and meet their needs.
• A strong communicator with the ability to effectively follow processes and procedures.
• Able to perform effectively under pressure with strong attention to detail.
• Adept with Microsoft IT packages.
• Qualified ideally up to GCSE level (or equivalent) in English and Maths.

There are two part time roles available (Monday to Friday, 9.00 am to 3.00 pm, 27.5 hours per week). You will be based onsite in our offices in Wadhurst, East Sussex.

The rewards:

• Competitive benefits and rewards including pension, health cash plan and profit related bonus scheme.
• Additional flexible benefits options including boosted pension contributions, extra holiday, increased health cash plan or assistance with childcare costs.
• Annual leave starting at 27 days rising with service, plus public holidays.
• Friendly and informal environment with monthly team lunches and quarterly events.
• Be part of an employee-owned business where you can clearly see the effect of your efforts.
• Contribute to an award winning international company with values that you can believe in.

We are passionate and committed to being an inclusive and diverse employer, encouraging different perspectives and experiences to make us a more innovative and creative workplace.

To apply: Candidates must be able to provide evidence of their right to work in the UK.