Careers at Roar Ambition

Would you like to be part of a dynamic team that has great ambitions, challenging tasks, and plenty of opportunities to grow and develop? You will already be brilliant at what you do, we will challenge you to get better.

We are a progressive nutrition and lifestyle e-commerce company, marketing and distributing our own range of nutritional supplements and foods.

Our vision is to improve the lives of as many people as possible with plant-based nutrition. We achieve this through our mission to create the best plant-based nutritional products made from sustainable ingredients, that are healthy, convenient, and easily accessible.

Current Vacancies

Customer Experience Team Leader – Full-time

Salary - Depending on Experience

This is a varied permanent role that would suit someone with previous experience in an online Customer Support / Experience position with people management responsibilities in a small team.

There's a huge focus on quality within the company and the same goes for this role. We expect everything to be done to a high standard as taking short cuts and getting things done quickly doesn't benefit us.

We are looking for a motivated individual to take ownership of this role. An organised self-starter who doesn’t mind getting involved in a variety of tasks and is happy to be hands on as well as bring fresh thinking and innovation to the way we serve our customers.

This is currently a home-based role and travelling is not required. Some Bank Holiday working maybe required to cover the team

Key Duties and Responsibilities:

1. Customer Support

• - Day to day management of the Customer Support Team
• - Resource planning for the team including the allocation of tasks and managing individual team members’ performance
• - Assist with escalated queries as and when needed
• - Process customer refunds
• - Streamline customer support processes and implement improvements including the periodic reviews of existing SOPs
• - Monitor and develop our fraud checking processes
• - Analyse Customer Support metrics on a monthly basis and present the findings to senior managers
• - Drive outbound sales initiatives and bring new ideas around customer retention and conversion from a customer experience point of view
• - Ensure the efficient use of outbound chat and sales emails
• - At times of high customer demand, assist the team in the handling of queries
• - Lead the recruitment process for Customer Support Agents when needed
• - Train new Customer Support Agents on customer support processes

2. Other ad hoc duties

Skills and Experience:

• - Driven to deliver first-call customer experience.
• - Minimum of 1 year’s experience managing a Customer Support Team (desired) – experience working in an e-commerce business is preferred.
• - Previous frontline customer service and sales experience with a genuine commitment to quality customer service and customer satisfaction (essential)
• - Online sales experience to existing customers (desired) – through outbound chat and email
• - Proven staff management experience including the ability to delegate workload effectively (desired)
• - Excellent IT skills (essential)
• - Proficient in Microsoft Word, Excel and Outlook (essential), knowledge of OneDrive would be desirable
• - Previous experience using Zendesk (advantage)
• - Previous experience using Kount or other fraud software (advantage)
• - Analytical mindset
• - Outstanding organisation, problem-solving and decision-making skills
• - Excellent attention to detail
• - Excellent oral and written communication skills
• - Self-motivated, flexible and proactive
• - Able to manage your time effectively and work on your own initiative with minimal supervision
• - Great interpersonal skills

Benefits:

• - Work in an ideas-led agile business in a friendly small team.
• - 24 days holiday, plus bank holidays.

To apply please email your CV to careers[at]roarambition.com