Customer Service Executive

Job Description

Nyetimber is a pioneering luxury brand and multiple award-winning English sparkling wine producer. Our story is one of many firsts; we were the first to pioneer the now-established style of English sparkling wine; we were the first to grow the renowned grape varieties Chardonnay, Pinot Noir and Pinot Meunier in England exclusively for producing sparkling wine; and the estate where our vines were first planted, was first mentioned in the Domesday book of 1086 by its then Anglo-Saxon name “Nyetimbraha”.

Quality is key to absolutely everything we do at Nyetimber and there is a constant strive for perfection. We produce exceptional sparkling wine, but always keep in mind that the reference to exceptional goes beyond wine, it extends to every touch point of the brand.

This is an important role that supports the eCommerce function. In this role, you will be responsible for handling all customer service-related inquiries, ensuring exceptional service delivery, resolving customer issues efficiently, and working closely with internal departments to enhance the overall customer experience. Additionally, you will provide support to the broader marketing team on administrative tasks.

The Customer Service Executive plays a crucial role in managing all aspects of customer support for the Nyetimber brand with ad hoc support to the broader Nyetimber Group as required. The specialist will coordinate closely with our ecommerce/dispatch centre, winemakers, and the Nyetimber digital/ecommerce team to handle inquiries and complaints. This role also supports the marketing team during downtime from Customer Service work.

RESPONSIBILITIES:

Customer Experience:

• Ensure all customer interactions reflect Nyetimber’s values of luxury and excellence, and that responses are timely, professional, and effective across all channels.
• Manage and respond to enquiries through the Nyetimber customer service mailbox, including providing support for ecommerce operations.

Complaint Resolution:

• Oversee the handling of customer complaints, ensuring swift and appropriate solutions are implemented, and all issues are escalated to relevant departments.

Ecommerce & Operations Support:

• Collaborate with the ecommerce, sales, and logistics teams to ensure seamless order processing, delivery, and customer service for both B2C and B2B channels. Monitor feedback related to online platforms, ensuring any issues are promptly addressed.
• Investigate and troubleshoot customer-facing website issues, and report findings to the ecommerce manager and digital team.
• Update information within our customer service pages and FAQs section to ensure accuracy and relevance.
• Support the ecommerce function in creating and updating all customer-facing manuals and practices.
• Regularly update product/wine listings on the ecommerce platform, ensuring information is accurate and up to date.

Customer Insights & Reporting:

• Ensure accurate data entry and record-keeping.
• Analyse customer feedback and service performance metrics to identify trends and areas for improvement.
• Provide regular reports to senior management, providing recommendations where relevant to enhance customer satisfaction.
• Responsible for ensuring product page copy and links are correct.
• Support with uploading new product information as relevant.

Customer Experience:

• Use insights to refine and improve customer service procedures and operational efficiency.
• Conduct research and competitive analysis when required to inform strategies and improve the customer experience.

Brand Advocacy:

• Act as a brand ambassador, consistently upholding the luxury positioning of the champagne brand in all customer interactions and communications.

SKILLS & EXPERIENCE:

• Experience managing a customer service function.
• Confident in the use of customer service systems, fast at learning new systems.
• Strong writing and communications skills.
• Passion for customer service and understanding of the importance of customer service in driving stronger customer connections.
• Efficient at organising daily workload.
• Proactive and entrepreneurial mindset.
• Experience collaborating with internal teams and building relationships.
• An understanding of wine and spirits is highly advantageous.

THE NYETIMBER EXPERIENCE:

• Be a part of the world-renowned English sparkling wine and multi-award-winning wine producer.
• Work for a true British heritage brand.
• Beautiful central London office.
• Hybrid working policy (3:2 office: home).
• Excellent development, growth, and progression opportunities.
• 23 days holiday.
• Generous staff purchasing privileges.
• 5% Pension.
• Life Assurance.
• Simply Health Cash plan.
• Perkbox.