Consumer Services Advisor (Inc Kitchen Assistant) (OPS049)

WHO WE ARE

Our French heart pulses through our international brand. With 100 years of heritage, we are future focused as we push ourselves and each other to connect every cook with personal stories and our rich legacy of food lovers to a lifestyle that inspires. Building beautiful products of the best quality that bring joy to people’s lives for generations. We want to ensure that the heart of every home beats from the kitchen. Through our values of PASSION, INTEGRITY, INNOVATION & EXCELLENCE and TEAMWORK, we make Le Creuset a great place to work, celebrating our rich diversity of 22 countries & cultures.

WHY JOIN US?

Our recipe is equal parts passion, hard work and fun with a culture as vibrant as our products. We constantly stretch ourselves and encourage our team mates to do the same. When you join Le Creuset, you become part of a dynamic team that focuses on innovation and collaboration.

You are part of something bigger…from your first day to every moment thereafter, you’re going to love what you do as part of the Le Creuset family! Together we live our ‘One Le Creuset’ Values: PASSION, INTEGRITY, INNOVATION & EXCELLENCE and TEAMWORK.

The working pattern for this role is 25hrs/5 days per week, Monday - Friday. Working hours are variable when supporting the kitchen but overtime will be paid where necessary.

Main Purpose

To ensure that all consumer service interaction is dealt with professionally and within the set company guidelines.

To support the Home Economist when the Demo Kitchen is in use. This includes food preparation, washing up, serving refreshments to customers and employees attending events in the facility. In addition, making sure rooms are ready for scheduled external meetings and training events.

Main Duties

Operations

• To ensure that as a member of the Consumer Services Team you effectively respond to all consumer queries in a professional, courteous, and timely manner
• To ensure that the business has the highest quality of data capture in regard to the CRM tool that the business currently has
• To action all Return order queries and communication, ensuring that the customer is always receiving the highest level of service
• Maintain a strong collaborative working relationship with the Customer Services Team, providing support and assistance as and when required to ensure the department as a whole meets fluctuating customer and consumer demands
• To liaise with the Finance department regarding Consumer orders, Returns and Finance related issues
• To liaise with the Warehouse in connection to Web Orders and Consumer replacements to ensure the consumers expectation on LCUK are met and exceeded where possible
• Carry out from time to time and as directed, any other duties as required in addition to the above that will be both reasonable and within your capabilities
• Ensure that you always take care of your health and safety and that of others by complying with health and safety obligations, particularly by reporting promptly any defects, risks or potential hazards

Kitchen & Meeting Rooms

• Carry out daily checks of the meeting rooms and Kitchen and ensure they are clean and ready for any event taking place on the day
• Meet and great arrivals and direct them to the appropriate meeting facilities
• When the Kitchen is in use, support the Home Economist in the capacity of Kitchen Assistant
• Support the meeting organiser with the meeting, inclusive of but not limited to organising lunch as and when required, tidying up the meeting room after the end of the session, etc
• Carry out from time to time and as directed, any other duties as required in addition to the above that will be both reasonable and within your capabilities
• Ensure that at all times you take care of your health and safety and that of others by complying with health and safety obligations, particularly by reporting promptly any defects, risks or potential hazards

PERSON SPECIFICATION

Experience

• Experience in a customer/consumer support role
• Experience of working in a commercial kitchen would be desirable

Education/Qualifications

• Basic Numeracy and Literacy qualifications

Skills and Knowledge

• Microsoft Word, Excel, and Outlook to Intermediate level
• User knowledge of CRM systems or database products
• Awareness of food and hygiene standards

Personal Attributes

• Adaptability: Maintains effectiveness in varying work environments where circumstances and priorities are changing
• Communication: Actively listens. Attention to detail. Takes pride in the accuracy and quality of his/her written work. Adapts his/her communication to audience and fosters clear and effective communication with others
• Conflict Management: Anticipates and takes steps to prevent counter-productive confrontations. Resolves conflicts in a constructive manner without taking criticisms personally
• Customer Awareness: Is driven to exceed customer’s expectations with regards to his/her product knowledge, understanding of customer needs and provision of quality solutions
• Flexibility: Modifies his/her approach to achieve and end goal or task. Is open to change and has a positive approach to work and customers. Demonstrates initiative and continually looks to improve the quality, quantity, and his/her work. Able to multitask
• Influencing: Is sensitive to the needs of others. Is able to convey his/her point of view and gain agreement or acceptance from others
• Resilience & Tenacity: Remains cooperative, calm, even tempered and polite at all times
• Teamwork: Contributes fully to the team effort, ensuring that help is offered to others with a ‘Can Do’ attitude when another team member is overburdened. Has a ‘hands on’ practical and resourceful approach

Additional Information

• Hours of Work – Must be available to work Monday to Friday.

Job Types: Part-time, Permanent
Part-time hours: 25 per week

Benefits:

• Company pension
• Employee discount
• Free parking
• On-site parking
• Referral programme
• Sick pay
• Store discount

Schedule:

• Day shift
• Monday to Friday
• Overtime

Application question(s):

• Do you have awareness of food and hygiene standards?

Education:

• GCSE or equivalent (required)

Experience:

• Consumer services: 2 years (required)
• Customer service: 2 years (required)
• Kitchen: 2 years (required)

Work Location: In person

Application deadline: 11/06/2023
Reference ID: OPS049
Expected start date: 19/06/2023