At a Glance
- Tasks: Be the go-to person for consumer queries and complaints across various channels.
- Company: Join Twinings, a historic brand leading in wellbeing drinks since 1706.
- Benefits: Enjoy a yearly bonus, generous holiday, and discounts on everything from cinema to holidays.
- Other info: Collaborative culture with opportunities for personal growth and development.
- Why this job: Make a real difference by enhancing consumer experiences and protecting our brand reputation.
- Qualifications: Experience in consumer service within a fast-paced FMCG environment is essential.
The predicted salary is between 28000 - 34000 £ per year.
Consumer Services Advisor
Application Deadline
Department
Tea Supply Chain
Employment Type
Permanent - Full Time
Location
- Mallusk
- Description
- Great People Work Here
In Twinings UK&I we’ve come a long way since Twinings began in 1706, and we’re excited that we are now a leading brand in both hot and cold Wellbeing drinks, empowering millions of consumers to get the most out of life.
We’ve created an organisation designed to be in flow, where everyone has a pivotal role to play, and an experience that enables you to get the most out of life at Twinings and thrive.
The role of Consumer Services Advisor provides a professional, knowledgeable, and consumer-focused service by acting as the first point of contact for consumer enquiries and complaints.
Working as a member of the Consumer Services team within the Customer Logistics function and the wider PCSL department.
You will champion service excellence by acting as a trusted escalation point for consumers.
Providing expert knowledge and guidance within the Consumer Services Team, you will identify opportunities to improve processes to strengthen overall service performance and protect brand reputation.
Key Responsibilities
- Day-to-day handling of all consumer contacts across multiple communication channels (telephone, email, Live Chat, reviews, marketplaces and social media).
- Resolution of consumer queries within SLAs.
- Investigate, resolve and take ownership of consumer concerns, escalating when required.
- Develop and maintain an advanced understanding of products, policies, systems and procedures.
- Ensure consumer contacts are handled in line with company policies, compliance requirements and service standards.
- Maintain accurate recording of consumer contacts within CMS.
- Strive for continuous improvement and champion quality and accuracy through Consumer Service interactions, processes and procedures.
- Work collaboratively across teams
- Compile and circulate monthly and weekly reports to internal stakeholders including brand contact reports and ad-hoc stakeholder reports.
- Provide service to Quality & Food Safety and International Markets by consolidating global complaint data and circulating weekly and monthly quality reports on time.
- Handle consumer data in accordance with Data Protection Regulations.
- Keep abreast of key brand developments, changes, new products and trends.
- Update and contribute to knowledge bases to ensure accuracy and accessibility.
- Champion the consumer perspective to improve service, reduce complaints and enhance the end-to-end consumer journey.
Skills, Knowledge and Expertise
- Previous experience in Consumer Service/Consumer Support within FMCG environment.
- Previous experience of a FMCG business or similar fast-paced environment.
- Proven consumer satisfaction and process improvements record.
- Proven record in brand protection and reputation management.
- Demonstratable experience in working collaboratively across teams, boundaries and hierarchy.
- IT skills – excellent knowledge, understanding and competent use of ERP systems, CMS, social media platforms and Microsoft Office.
- Strong and articulate communication skills across all levels - written and verbal.
- Excellent relationship building and interpersonal skills.
Benefits
- Yearly bonus based on personal contribution and financial performance
- 25 days holiday plus 8 bank holidays and the option to buy and sell holidays
- Perkbox – employee discount scheme with discounts online, in high street stores, cinema, holidays, restaurants and many more
- Pension scheme with your contributions matched for up to 10% of your salary
- Cycle to work scheme
- Simply Health Cash plan
- Electric Car Scheme
- Access to Linked In Learning
- Access to ABF Networking, connect, collaborate, and grow across the ABF Group.
- #J-18808-Ljbffr
Consumer Services Advisor employer: Twinings Ovaltine
At Twinings Ovaltine, we pride ourselves on being an exceptional employer that champions diversity, equity, and inclusion. Our Andover location fosters a supportive work culture where employee wellbeing is paramount, offering numerous growth opportunities and initiatives that empower our team members to thrive both personally and professionally. Join us to be part of a dynamic environment that values your contributions and encourages meaningful engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Services Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Twinings Ovaltine. 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 Twinings Ovaltine 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 Services Advisor
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 Twinings Ovaltine:Your cover letter is your chance to shine! Tell us why you want to work at Twinings Ovaltine 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 Twinings Ovaltine!
How to prepare for a job interview at Twinings Ovaltine
✨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.
