Customer Care Specialist

More Than Just A Job

Are you tired of the same old 9-5 routine and looking for something more exciting? If you're after a boring, traditional job, we're probably not the place for you. But if you want to be part of a vibrant, forward-thinking company, keep reading!

We are Mindful Chef, the UK's favourite healthy-eating recipe box company and a proud B Corp committed to making a positive impact. We're on the hunt for a Customer Care Specialist to join our energetic, fun, and driven Customer Care team - a team we truly believe to be at the heart of everything we do.

Schedule: Tuesday - Saturday, 9-6pm (with 1-hour lunch break)

Hybrid Working: 2 days a week in the office - we believe in building in-person connections. This is usually on a Tuesday or Wednesday.

What we are looking for

The Customer Care Specialist is responsible for delivering consistent, high-quality support to Mindful Chef customers via phone and email. The role ensures customer satisfaction by resolving inquiries efficiently, maintaining product knowledge, and collaborating with internal teams to address operational issues.

You are

• High school diploma or equivalent; further education in business, sales, or customer service, or equivalent professional experience is desirable.
• Previous experience in customer service, customer care, or client-facing roles, desirable.
• Proficiency with multiple digital platforms and customer management systems, desirable.
• Ability to handle challenging situations effectively and maintain composure.
• Strong verbal and written communication skills.
• Empathetic, patient, and customer-focused approach.
• Adaptable and able to work in a fast-paced environment.
• Collaborative and able to work effectively within a team

You will

• Engage and support customers via phone, email, and live chat, delivering a high standard of service with empathy and professionalism.
• Resolve customer queries and concerns efficiently, escalating feedback through appropriate channels to support service improvement.
• Coordinate with third-party couriers and internal teams to resolve delivery and service issues, including complex customer cases.
• Conduct win-back and retention calls to re-engage customers, identify pain points, and offer tailored solutions to encourage continued subscription and increase revenue.
• Contribute to achieving and maintaining customer satisfaction targets, including a 95% CSAT score and 4.5 Trustpilot rating.
• Support team productivity and performance by achieving personal and team KPIs, including retention and win-back conversion targets that help reduce customer acquisition costs (CPA).
• Maintain accurate and timely records of customer interactions, actions, and outcomes.
• Actively contribute to continuous improvement initiatives to enhance customer experience and service processes.
• Stay up to date with Mindful Chef products, services, policies, and operational procedures.

Why us?

• A competitive package that rewards your skills and dedication.
• Hybrid working from our office based in Redditch.
• Be part of a Better Business (B-Corp), making a positive impact on profit, people, and planet.
• Join an award-winning startup backed by the largest food and beverage company globally.
• Experience a workplace that feels like home, complete with free meals and a gym.
• Prioritise your well-being with perks like Vitality health insurance, access to learning resources, mental health support, and a generous holiday package (30 days + bank holidays).
• Access to LinkedIn Learning, Better Up (AI Coaching Assistant) and yearly learning budget.
• Enjoy a 50% discount on all Mindful Chef products.
• Enhanced policy of up to 6 months full pay primary parental leave and up to 6 weeks full pay secondary parental leave.

The process