Job Description

Job Summary

To provide support to the Customer Service Manager and to provide excellent customer service to wholesale customers and retail shops. To be creative, data-driven and lead the planning and optimisation of our social media platforms which ultimately bridges customer service and digital marketing.

Mon-Fri: 8.00am - 2.30pm

Sat: 8.00am - 10.00am (on a rota basis 1 in 4)

Main duties and responsibilities :

Customer Service

Support the Customer Service Manager activities as listed below when covering the role during holidays/absence and sickness.

- Ensure all complaints are acknowledged and forwarded to the bakery or the retail area manager for review before responding to the customer.

- Ensure the correct setting up of new wholesale accounts, making sure all departments are aware of the new customer.

- Ensure the weekly wholesale/shop invoicing is completed and finance notified.

- Ensure all shop emails are managed and have the required response.

- Ensure the weekly reports are sent out to all shops via the internal mail system.

- Issue the daily report to the management team.

- Update attendance/absence board with holidays for bakery management and office staff.

Support the Customer Service Manager regarding ongoing business improvement projects and to always promote and develop a change culture within the business.

Provide excellent customer service so all wholesale customers/shops and general enquiries are left satisfied with the outcome of the call.

Processing of wholesale customer orders via calls or email. Remember to mention new products and upsell where possible.

Generate, print and email the daily bakery reports and distribute to the relevant departments.

Generate and print the required delivery notes for both wholesale customers and shops.

Log all reported issues onto the daily report. Liaise with bakery and transport to recify and discrepancies in a timely manner and ensure the customer is aware of the outcome.

Carry out and complete the end of month utensil and crockery stock take.

Social Media

- Develop and implement a social media strategy

- Manage customer service relations through social media platforms like Twitter, Instagram and Facebook on a daily basis.

- Monitor customer reviews and trends, responds to customer queries in a professional manner.

- Collaborate with marketing and customer service departments to ensure consistent messaging.

- Use of Meta business suite to report on engagement reach, response times, number of visitors and customer comments.

- Post on social media platforms on a regular basis to promote existing and new products.

- Promote the Chatwins brand and ensure we are aligned across all platforms.

- Increase and monitor the number of followers.

Experience required

- Customer service experience within a supervisor/deputy role.

- Experience in managing social media teams, tools, and analytics, with a strong understanding of the digital landscape and customer expectations.

- Excellent written and verbal communication skills.

- Attention to detail.

- Understanding of regulations including GDPR and awareness of ASA advertising codes.

Desirable

- Background in retail

Job Types: Part-time, Permanent

Pay: 21,600.00 per year

Expected hours: 30 per week

Schedule:

Monday to Friday Weekend availability
Work Location: In person

Reference ID: Deputy Customer Service & Social Media Manager