Job Description

About Us

We're a major food and drinks manufacturer based in Haydock. With a portfolio of popular brands like Horlicks, Drink me Chai, Shmoo, Juice Break, and Isovibe, we're known for our "big enough to do things well, small enough to do them quickly" philosophy.

Our mission is to be world renowned as a market-leading, multi-channel Manufacturer and Distributor of Food and Beverage brands, and we're passionate about enriching the lives of our consumers through the provision of quality brands.

It doesn't stop there though, we firmly believe that our people are at the heart of everything that we do, and we live by our values: Creative and Adaptable, Respect and Integrity, Do the Right Thing, and Excellence, we support professional growth, encourage innovation and are dedicated to having a positive impact.

Achieving our goals motivates us to work hard - and we do - but you'll experience lots of moments of connectivity and fun woven throughout your time with us at Aimia, too. We offer a unique range of benefits including holiday homes in the Lakes, Devon, Wales and Spain!

Main Job Purpose

The Consumer Care Coordinator plays a vital role in the success of our brand. Delivering swift, effective responses to customer enquiries and providing outstanding service across all touchpoints is critical to this role. Whether online or in person you will help ensure our customer experience is consistently excellent.

As a branded business our customers and our people are at the heart of everything we do, this role is an important touchpoint in upholding that standard ensuring every interaction reinforces the strength of our brand and quality of our service.

The role will be split between two areas:

Customer Services - you will work with our customer service team acting as the voice of our brands. This involves managing enquiries across various channels including phone, email and live chat and ensuring every customer interaction reflects our values and commitment to service.

Reception support from 3pm - 5pm daily - you will be based at Reception, welcoming visitors, supporting employees, and handling face to face customer interactions. You will also provide holiday cover for the reception team as needed.

You'll play a key role in creating a positive, proactive experience for every customer. You'll be the go-to problem solver, offering support with professionalism, empathy and energy.

Key Tasks and Responsibilities:

To handle the management of consumer enquiries and product complaints with a focus on achieving timely, effective and positive resolutions.

Liaise with our Quality Department with consumer complaints and respond to the consumer in the appropriate timeframe.

Provide outstanding support through multiple changes including phone, email, social media and ZenDesk, representing our brands with warmth and professionalism

Engage with couriers where necessary to facilitate with re-deliveries/uplifts.

Process ecommerce replacements and refunds, and answer any questions in a prompt, courteous and efficient manner.

To agree and facilitate the return of goods back to Aimia Foods, from the customer or consumer premises within the current time agreed in our Terms and conditions.

Keep log of misplaced items, raise claims and DOR with delivery partners such as Evri

Tailoring and updating response templates for letters and emails to maintain a consistent, friendly and professional tone.

Covering reception from 3pm-5pm and during holidays and absences, greeting visitors and staff with a warm, helpful presence and creating a welcoming environment

Key skills & experience:

Outstanding communication and customer service skills Strong written, oral and interpersonal skills An ability to work using own initiative
Experience of working in FMCG or Consumer Care environment, desirable but not essential

Work well within a team and individually, maintaining a professional and confident demeanour.

Hours of work 9-5pm Monday to Friday.

Job Types: Full-time, Permanent

Pay: 25,500.00 per year

Benefits:

Company pension Employee discount On-site parking
Work Location: In person