Description:
The business is known for its outstanding range of wines, buying directly from top domaines in Bordeaux, Burgundy, Rhône, Loire, Champagne, Italy and South Africa, which it sells exclusively to private clients.
The entire company is committed to providing friendly, world class service to our customers, and the leader of this service is our Customer Care team. We aim to recruit only the most enthusiastic and hardworking individuals who put the customer at the heart of everything we do, so that this team remains the centre of excellence of customer care.
We’re excited to welcome a new member to the team as we expand with the rest of the company.
Responsibilities
- This role will predominantly involve outreach to our customers via phone. This may include, but is not limited to, contacting customers to let them know that their wines have arrived at the warehouse, when to expect their deliveries, or working with the Head of Customer Care to communicate solutions to customer issues.
In addition the role may involve many of the normal tasks undertaken by the Customer Care team. This will depend on the day to day requirements of the team.
- Speaking to our customers on our customer care phone line: you don’t hesitate to pick up the phone, and you’re genuinely excited to connect with all sorts of customers
- Responding to inbound emails: you’re thoughtful and articulate, and deeply empathetic - and you recognise when a phone call is better suited to a response than an email
- Actively considering all aspects of the customer’s position with Lay & Wheeler, at any point we’re in contact with them, including what wines they have to drink now, whether their account is up to date, whether they have outstanding bills to pay
- Liaise with our sibling storage and logistics company, Coterie Vaults Limited, ensuring that customers’ needs are fully met, and that clear lines of communication remain open.
Skills & experience
- Customer-centric, and then some: you put customers and their needs first all the time
- Exceptional organisational and communication skills: you’ve got eagle eyes and you communicate with ease, to all sorts of lovely customers
- A passion for wine: you may not know the difference between Morgon and Fleurie, but you’re interested in Beaujolais (of which they’re both crus) and eager to learn
- A team player, in all senses: you pull your own weight, over-delivering whatever the weather, and are flexible when the role requires it
- Friendly: it’s always sunny where you’re sitting
- Prior experience in a customer service or hospitality setting preferred