Customer Service Executive

Customer Service ExecutiveLocation: Kingston Upon ThamesContract Type: Full Time Hybrid role £29,000 Our client is a well-established organic food company with a 45-year heritage, built on a commitment to serving people and the planet. They're looking for a Customer Service Executive to join their team in a full time role based in Surrey. If you have customer service experience and want to develop your skills in quality and complaints management within the food industry, this could be the right opportunity for you. Position Overview This role sits at the heart of our client's quality and customer service operations, handling customer queries and managing complaints to ensure every customer receives excellent support. You'll investigate complaints, track trends, and work closely with suppliers and cross-functional teams to resolve issues quickly. Your work directly contributes to maintaining our client's reputation for quality and customer satisfaction across their global customer base. Responsibilities

• Handle customer queries via telephone and email, providing prompt and helpful responses
• Log, update and manage the complaints database, ensuring accurate record-keeping
• Investigate complaints thoroughly and close them out with appropriate resolutions
• Analyse complaint trends to identify patterns and support continuous improvement
• Coordinate insurance and supplier credit claims as required
• Support product recalls and withdrawals, liaising with relevant teams
• Complete supplier questionnaires and customer forms accurately and on time
• Ensure supplier certifications remain current and compliant
• Provide administrative support to direct-to-consumer and Amazon customer service teams
• Support cross-functional requests to help the wider business succeed

Requirements

• Minimum 1 year of experience working in customer service
• Strong communication skills, both written and verbal
• Ability to manage multiple tasks and prioritise effectively
• Attention to detail and accuracy when handling data and records
• Proficiency with email and database systems
• Knowledge of food manufacturing, quality assurance or quality control systems (beneficial but not essential)

Benefits

• 25% discount on all food products at trade prices
• Free product samples and invitations to new product testing sessions
• Flexible working hours and hybrid working model
• Real opportunities for career growth and skills development within the quality team
• Friendly, supportive team environment with a shared commitment to sustainability
• Alongside these benefits, you'll be immersed in a mission-driven environment where you'll collaborate with an enthusiastic, like-minded team committed to quality, sustainability and customer satisfaction.

How to Apply If you're looking to advance your career in customer service and quality management, and you have the skills and experience to succeed in this role, please send your application to us. Please include your CV to letter outlining your relevant experience in customer service and any knowledge of quality systems or the food industry. Let us know what attracts you to this opportunity and why you'd be a good fit for our client's team.