Job Title

What were after: - Customer Care Executive (12 Month Fixed Term Contract)The leader of your pack is: - Assistant Customer Care ManagerLilys Headquarters: - Goodge Street, Fitzrovia (with hybrid working between the office and working from home)Equality and Inclusivity at Lilys Kitchen: - At Lilys Kitchen, we want to build and maintain a values-driven culture of trust and inclusion, one that empowers people safely and comfortably to express every characteristic of their personal identity and experience. Were committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability, youll get all the opportunities, respect and support youd expect from a passionate business that cares about its people (as well as its pets).We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, individuals with disabilities and/or other people from underrepresented groups to apply. Lilys Kitchen is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.In your application, please feel free to note which pronouns you use. Location: -This is a hybrid role, with a mix between working 2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and the rest of the time working from home.Your Lilys Kitchen Promise Pets, People & Planet:-Every single member of the Lilys Kitchen team pledges to uphold our B Corp and broader sustainability strategy personally, within their respective departments, and across the entire company. This commitment is demonstrated through actively advancing areas of responsibility within their teams, adhering to sustainability targets set by the company and departments, actively participating in sustainability discussions and decision-making processes, and fostering a team culture that is deeply passionate about the overall wellbeing of people, the planet and of course, pets.Aligned with our commitment to being a force for good and championing ESG initiatives, financial compensation and reward is driven by annual objectives and performance, including the successful achievement of a social and environmental objective.Your place at the Lilys Kitchen Table: - We love our customers and we want to make sure they receive the right care and attention they deserve.As a Customer Care Executive you will act as an ambassador for Lilys Kitchen and deliver exceptional customer service to our customers. This will shine through in everything you do from supporting and managing customer enquiries (via telephone, email, social media and live chat), ensuring we offer the best customer experience, nutritional advice, product information and emotional support at all times. You will also liaise with all the other teams in the business to ensure were always aligned and giving up to date information, and therefore giving the best possible service.How will I make a difference? You will: - Deliver award winning customer service and act as an ambassador for Lilys Kitchen, ensuring an excellent and supportive customer experience reflective of the Lilys Kitchen brand and visionSupport our customers (both two and four-legged) through their journey with us strong listening skills and empathy essentialAnswer customer enquiries promptly and effectively (telephone, email, social media, live chat, review sites)Provide pet dietary and nutrition advice, advise on pet health, food content and product information, Lilys Kitchen products, features and benefits, promotions and promotional productManage and support the order and delivery process, through retail systems including Shopify, Zendesk, Recharge, DPD and NetsuiteBe the point of liaison between the customer, warehouse and couriers to ensure the customer receives on time, correct, quality deliveriesAct on, and feedback customer insights to correct departments for ongoing development and improvementsAs required, manage customers refunds and returns processAccurately compile department administration dutiesSupport other teams as requiredOffer cover for our Sales Executive Independents where needed, providing support for our Independents, including placing orders and taking paymentsTake into consideration our social and environmental goals within every aspect of the role be that transparency on our ethical policies, procedures and products with customers, focus on recyclability within the office and champion internal B Corp initiativesHow will I be successful? You can demonstrate: -A passion for pets is important, and for this role in particular you need a background in dealing with our four-legged friendsAn expert when it comes to working in a customer facing role, you will know what it takes to deliver first class customer serviceHigh energy, adaptability, and the ability to present solutions with passion - were after someone who wants to change the world!A background in delivering exceptional customer serviceIdeal (though not essential) experience in using Zendesk and ShopifyTop notch written communication and grammar skills - you know the difference between brought and bought and your and youreA European language is a plusYoure known for your relationship building and being empatheticYou love to collaborate on ideas and are always an active member in any teamLilys Kitchen values will shine through in everything you doAt Lilys Kitchen its a fast paced, dynamic environment so you need to be highly adaptable, and comfortable in an ever-changing companyImpeccable communication skills, and will be able to multitask between multiple channelsProlific in using Microsoft Office, and all its quirksWell practiced at using your initiative, have a can-do attitude and will be peachy keen to learn and growExceptional levels of planning, organisation and prioritisingOur PerksAt Lilys Kitchen we believe that everyone should enjoy their time at work. We reward the care our people put into their job, by caring for them in return. Our benefits are designed to make our people smile, save for the future, stay healthy and give back where they can and include:Dogs at work; what better way to put a smile on your face!Flexible Working: flexitime, working from home, part-time working, flexible support, faith based public holidaysSave for the Future and Protect Loved ones: a pension plan that goes beyond, the option for salary exchange and an option of an ethical pension fund reflecting our teams attitudes and needs.Plus, a life assurance scheme to look after those that depend on you.Staying healthy and well: Our teams health and wellbeing is very important to us and we offer private medical, private dental, employee assistance programme, mental first aiders and a cycle to work scheme (and an electric car salary sacrifice scheme).Supporting our community: with a volunteering allowance we can give back to causes we are passionate about.Plus supporting and having fun together as a team.And more Lilys Kitchen StoryAt Lilys Kitchen we are pet food pioneers. We are changing the game with our mission to provide proper food for cats and dogs all over the world.Lilys Kitchen was founded in London in 2009, by Henrietta Morrison who set out to feed her beloved dog, Lily, food she could trust. Lilys Kitchen is now the No1 Brand in premium natural pet food, still focusing on the mission to inspire pet parents to feed their four-legged friends natural, proper food for pets.Lilys Kitchen was a founding member of the UK B Corp movement and the first pet food brand in the world to achieve B Corp status. Determined to use business as a force for good, Lilys Kitchen has recently partnered with Dogs Trust to support dogs in need and are proud to lend a paw to charitable causes.We sell our nutritious natural recipes for cats and dogs in over 1,000 stockists, like Waitrose, Tesco, Ocado, organic food shops, vets, independent pet shops and garden centres all over the UK. We also sell internationally and are now sold in more than 30 countries worldwide.Our Vision. Were all about warming hearts, feeding souls and enriching lives, for both our customers and employees.Our Values.We recruit to our values at Lilys Kitchen: Respectful. Dedicated. Audacious. Passionate. Responsible.Our People.We seek out and develop talented people who love to succeed and make a positive difference in everything they do.