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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 culture.
- Benefits: Competitive salary, share options, flexible 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.
Who we are 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.
The Role 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
- Daily CX Management
- 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
- You light up when a customer leaves happier than they arrived… great service isn't a task to you, it's something you genuinely take pride in
- You're a natural problem-solver… you don't wait to be told how to fix something, you figure it out and follow through
- You communicate like a human, not a helpdesk… warm, clear and real, whether you're handling a complaint or answering a simple question
- You're always looking for a better way… you notice patterns, spot inefficiencies, and actually do something about them
- You thrive when things move fast… you stay calm, stay organised, and deliver even when it's busy
- You see AI as a way to give customers more care, not less… and you know where the line is
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 3 days, 2 from home.
Customer Service Agent employer: Rootplatform
Contact Detail:
Rootplatform 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 prepared to demonstrate your problem-solving skills will make you shine during the interview.
✨Tip Number 3
Show off your communication skills! Whether it’s through a mock interview or casual chat, let your warm and clear communication style come through. Remember, they want someone who can connect with customers like a human, not a robot.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Mother Root family.
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 isn't just about ticking boxes; it's about connecting with us and our mission!
Highlight Your Problem-Solving Skills: We’re looking for natural problem solvers, so don’t shy away from sharing how you've tackled challenges in previous roles. Whether it’s resolving a tricky customer issue or improving a process, show us how you think on your feet!
Apply Through Our Website: Make sure to apply through our website for the best chance of getting noticed! It’s the easiest way for us to keep track of your application and ensures you’re considered for this exciting opportunity with our growing team.
How to prepare for a job interview at Rootplatform
✨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 well. 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, aim to communicate like a human, not just a helpdesk, to reflect the brand's tone of voice.
✨Be Proactive and Curious
Express your eagerness to identify patterns and suggest improvements in customer experience. Share any ideas you have about how AI can enhance customer service while maintaining the personal touch. This will show that you're not just looking to fill a role but are invested in the company's growth.