Customer Care & Social Media Executive inLondon Area inLondon Area PUBLISHED 29 APR 2024

What we’re after: - Customer Care & Social Media Executive

Reporting Line: - Assistant Customer Care Manager

Lily’s Headquarters: -
Goodge Street, Fitzrovia 2 days per week, the rest from home

Equality and Inclusiveness at Lily’s Kitchen: -

At Lily’s Kitchen, we want to build and maintain a values-driven culture of trust and inclusion, one that empowers people safely and comfortably to express every characteristic of their personal identity and experience. We’re committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability , you’ll get all the opportunities, respect and support you’d expect from a passionate business that cares about its people (as well as its pets).

We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, individuals with disabilities and/or other people from underrepresented groups to apply. Lily’s Kitchen is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use.

Location: -

This is a hybrid role, with a mix between working approximately 2 days a week (or more if you prefer) in our beautiful central London office (Goodge Street) and working from home.

Your place at the Lily’s Kitchen Table: -

We love our customers and we want to make sure they receive the right care and attention they deserve.

As a Customer Service Social Media Executive you will act as an ambassador for Lily’s Kitchen and deliver exceptional customer service to our customers. This will shine through in everything you do from supporting and managing customer enquiries (via telephone, email, social media and Live Chat), ensuring we offer the best customer experience, nutritional advice, product information and emotional support at all times. From a social media perspective you’ll manage our customer queries on our social platforms, and you’ll work alongside our Social Media Manager and PR agency to maintain and nurture the community for our customers online.

How will I make a difference?

You will: -

• Deliver award winning customer service and act as an ambassador for Lily’s Kitchen, ensuring an excellent and supportive customer experience reflective of the Lily’s Kitchen brand and vision
• Answer customer enquiries promptly and effectively (telephone, email, social media)
• Provide pet dietary and nutrition advice. Advise on pet health, food content and product information, Lily’s Kitchen products, features and benefits, promotions and promotional product
• Provide emotional and moral support to Lily’s Kitchen customers as required
• Manage and support the order and delivery process, through retail systems including Salesforce, Zendesk, Ordergroove & NETSUITE
• Point of liaison between customer, warehouse and couriers to ensure the customer receives on time, correct, quality deliveries
• Liaise with customers through social media platforms and on Live Chat
• Become the expert within the Customer Care team when it comes to tone of voice, and public customer communcation
• Be the point of contact for our Social Media Manager and PR team, and work closely with them to manage all customer contacts on social media consistently with our Customer Care messaging
• Engage with like-minded and partner brands on social platforms to build relationships and a sense of community
• To monitor and flag trends within our social media queries
• Planning and creating TikTok content
• Working with our Senior PR and Social Media Manager and our Brand Manager to plan and deliver the TikTok strategy
• To have an overview of the content calendar and contribute where necessary based on trends within social media and Customer Care contacts
• Act on, and feedback customer insights to correct departments for ongoing development and improvements
• Moderate and respond to Feefo, Trustpilot, Facebook and Google reviews
• Content-sourcing, including UGC harvesting and posting stories
• Planning and executing plans for behind-the-scenes stories
• Working with our third party agency to ensure we are aligned in terms of comms and social media content planning
• Pro-actively review, manage and support social media commentary and feedback
• As required manage customers’ refunds and returns process
• Liaise with warehouse team and couriers where necessary
• Accurate completion of department administration duties
• Support other teams (including Trade sales and customer care) and company events (including Trade shows) as required
• Champion environmental and cost effective ways of working
• Take into consideration our social and environmental goals within every aspect of the role be that transparency on our ethical policies and procedures with customers

How will I be successful?

• A passion for pets is important, and for this role in particular you need a background in dealing with our four-legged friends
• An expert when it comes to working in a customer facing role, you will know what it takes to deliver first class customer service
• High energy, adaptability, and the ability to present solutions with passion - we’re after someone who wants to change the world!
• A background in delivering exceptional customer service
• Social media guru with experience of using instant and social messaging on behalf of a business
• Ideal though not essential experience in using Zendesk and Ecommerce Cloud
• Top notch written communication and grammar skills - you know the difference between the brought and bought and your and you’re
• A European language is a plus
• You’re known for your relationship building and being empathetic
• You love to collaborate on ideas and ar