About the Role
To be the first point of contact for service requests from customers, members of the public, businesses and other organisations. To provide an effective service through all access channels to include the phone, email, face to face and online digital services and to bring enquiries to a satisfactory resolution. To provide a high level of customer care focusing on the customer needs of the customer at all times.
To maintain an up-to-date knowledge of bakery products and services, so as best to be able to advise potential customers and clients.
To record and maintain customer contact information, in line with the available technology, to assist with enquiry handling and to provide accurate management information.
To pro-actively obtain feedback from the public in order to highlight areas of improvement in all service areas and to show a commitment to quality improvement.
To exercise the highest level of integrity when dealing with personal and sensitive information and acting in accordance with the Data Protection Act at all times.
To actively contribute to a team working environment by working collectively as a Customer Service Team but also establishing and maintaining relationships with other teams to ensure effective referral and training processes to be carried out.
Requirements
Significant experience in customer service including direct customer contact and query resolution experience
Excellent problem analysis and solving skills
Ability to remain calm, tolerant and professional in a stressful and demanding environment
Ability to deal effectively with disappointed customers
Excellent communication skills, both written and verbal
Numerate and able to produce statistics and business reports for internal and external use
Self-confident with high level of personal impact
Tenacity
About the Company
Ritchies Wharf started as a bakery in the heart of Barking over 50 years ago. A community staple for all things baked from bread, doughnuts, pastries and more. Over the past few years Ritchies has expanded from its coffee shop, Ritchies Wharf Coffee, based in the Wharf Studios to its catering entity Ritchies Wharf Catering providing food and drinks to the tv and film industry.