Customer Service Advisor Fixed Term 10 months 

Monday – Friday 8.30am – 17.00 5 days in the office 

Your Team 

Join our award-winning team generating telesales orders from existing COOK Concession retailer’s daily. Providing excellent front-line customer service at all times and supporting the Sales Operations Manager with daily admin tasks and project work. Positively contribute towards the COOK brand at all times 

 You’ll need to deliver a Remarkable service to our customers and be a friendly contact point by phone, letter, email, live chat and social media. 

Role 

*        To be a friendly and knowledgeable first point of contact for customers contacting the team by phone, letter, email, live chat and social media. 

*        Role Model our essential ingredients, particularly Churchills Pig at all times especially when dealing with customer problems. 

*        Resolve complaints and queries efficiently, following brand values to strive for complete customer delight. 

*        Ensure phone calls and written/emailed queries are responded to within agreed KPI time frames, following our brand guidelines for tone. 

*        Receive and process Home Delivery phone orders and handle all queries arising from the Home Delivery sales channel. 

*        Provide support and guidance to the retail team and wider business on any customer issues. 

*        Any other reasonable request. 

        Good to have * 

*        Ability to work well within a team and a flexible ‘can do’ attitude. 

*        Essential to have prior experience of delivering a high level of customer care in a call centre environment. 

*        Confidence in new situations and the ability to work well under pressure. 

*        The ability to solve problems and implement practical solutions. 

*        Excellent interpersonal skills including the ability to communicate well verbally and a high standard of written English. 

*        Good level of IT skills in Word, Excel and Outlook and a keenness to learn. 

About COOK 

*        COOK is a pioneering frozen food company, since 1997 we’ve been making remarkable food for your freezer, prepared by hand at our Kitchens in Kent (savoury) and Somerset (puddings) using the same ingredients and techniques you would at home. It means our food looks and tastes homemade maybe even a bit better. 

*        We’re market leaders and (more importantly) our food tastes incredible. We have over 90 shops and a rapidly growing online business. 

*        We’re independent (family-owned) and always will be because it allows us to do things the right way, not the fast way. We believe in business as a force for good in society and have certified as one of the UK’s first B Corporations to help us measure what matters when it comes to our impact on our environment, our people and our community. 

*        We share 5% of our annual profits with staff. 

*        To produce and distribute accurate weekly reports for the kitchens to the operational leaders and regular KPI reporting. Analsye the performance and suggest improvements. To look at the existing reports and processes and suggest how they can be improved. To assist in the period end processes and reporting as well as the annual budgeting process. 

        To support the manufacturing team and produce additional analysis as and when required. 

Other bits 

Excellent Benefits including paid breaks, free food, CookieJar Smart Spending discounts on leading brands, profit share, 30% staff discount and birthdays off and much more. 

Based in Sittingbourne. 

Ask us about flexible working. 

Our vision for COOK has always been that we are a place where EVERYONE is welcome. We want everyone to feel like they belong at COOK. We all have different roles, different abilities and different personalities. By collaborating we can do remarkable things. Whatever your story, if you would like to grow with COOK please apply. 

INDHP