Customer Experience Advisor

Foodbuy is a leading food procurement organisation based in the UK. With over £1bn of managed spend, we bring together the widest range of foodservice and hospitality clients on the planet to buy food, and everything associated with it. We work closely with our clients to deliver expert procurement services saving them both time and money and enabling them to focus on what really matters to their businesses.

We’re looking to hire a Customer Experience Advisor to assist with the onboarding of suppliers units and assisting with training both face to face or via Teams. Providing help and support to all Foodbuy Customers / Suppliers  and Team Members who contact us via telephone, email, live chat and helpdesk service tickets.  You will serve as a first point of contact to all of our suppliers / customers so a passion for customer service along with excellent communication skills is paramount.

Key responsibilities:

• Work with Data Management to assist with the AVL / Supplier Onboarding process
• Work with Data Management to assist with all Unit set ups from start to finish 
• Assist and oversea employee set up
• Provide initial and ongoing training for Suppliers and Units both face to face or via Teams
• Provide a “first point of contact” for all customers via Live Chat, Helpdesk, phone and email queries.
• To provide help and support to all Foodbuy Customers as well as the wider Foodbuy Team. 
• To Triage ALL queries that come into the Team and either resolve or pass on to relevant Teams - Escalate or forward issues to specialist technical or procurement functions, setting priority and required resolution times.
• Ensure efficient delivery of client helpdesk support, system administration and proactive assistance to all clients and suppliers.  
• Continually expand knowledge on the system modules and functionality to promote maximum assistance to clients, suppliers and colleagues alike. 
• Helpdesk tickets need to hold as much information about the call as possible to ensure that other members can pick up the query if necessary and understand what the query relates to.
• Work closely with both internal and external, field-based client account managers 
• Ensure all calls are captured in helpdesk tickets and adhere to timeline, chase for a resolution and escalate where necessary keeping the customer informed at all times and make them aware of the final resolution.
• Keep your knowledge base current and attend/complete all relevant training.
• Support, train and help newly enrolled team members 
• Liaising with Foodbuy teams, business operatives and third parties to gather information and resolve issues.

Skills 

         Essential

• Excellent written and verbal communication
• High level of attention to detail and accuracy
• Good administrative and computer skills (Excel, Word etc)
• Ability to prioritise
• Ability to deliver excellent customer service
• Ability to work under pressure
• Proactive team player, possessing self-management & organisation skills
• Pragmatic approach to problem solving
• Has an “ownership” can do ethic.

         Desirable

• Some Training Experience
• Contact Centre / Customer Service Experience

We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:

• Contributory pension scheme
• Grow your career with our Career Pathways and MyLearning programmes
• Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
• Up to 44% off cinema tickets to enjoy your favourite blockbuster
• Receive cash rewards every time you spend and use them on a wide range of brands
• Un-wind with us with free wellness, mindfulness and exercise classes
• You can share all discounts and offers with your friends and families