Customer Service Advisor

A little bit about Parsley Box:

Parsley Box is leading the market for direct-to-consumer meal deliveries for older adults across the UK. Our mission is to help people live well for longer through nourishing, comforting meals made with care. Our service is rated “Excellent” on Trustpilot, and we pride ourselves on our kind and helpful call agents and reliable and fast order delivery.

We're looking for empathetic and productive customer care agents to join our close-knit team. Your friends might describe you as the warm and friendly one, the one who sparks up a conversation in any supermarket queue, and the one who, no matter how busy they are, always has time for you. You love to provide great service and engage in authentic conversations with people who appreciate it, and pride yourself on being a reliable team member whose consistency is valued and admired.

This is a telephony-based role, so you’ll be comfortable making connections with our customers and colleagues over the phone.

We currently have a part-time Hybrid position available for 20 hours per week on a three-week rotating shift pattern. This position offers a mix of weekday and occasional weekend hours:

Week 1:
Tuesday–Wednesday (2:00pm–6:00pm), Thursday–Friday (12:00pm–6:00pm)

Week 2:
Wednesday–Thursday (2:00pm–6:00pm), Friday (12:00pm–6:00pm), Sunday (10:00am–4:00pm)

Week 3:
Tuesday–Wednesday (2:00pm–6:00pm), Thursday–Friday (12:00pm–6:00pm)

As a customer care agent, you’ll be responsible for:

• Providing exceptional telephone-based customer service, including taking customer orders and answering enquiries.
• Staying up to date with company products and promotions and keeping customers informed of new products they might like to try.
• Calling new customers to welcome them to the Parsley Box family.
• Occasionally calling existing or previous customers with special offers.
• Taking ownership of any customer issues and working with other departments to resolve them.
• Providing customer feedback to our internal team so we can improve our products and service.
• Making deeply trusted connections with our customers, something that sets us apart from others in the industry in terms of our service.
• Updating internal systems with customer information (full training will be provided).
• Meeting our customer service metrics to ensure all our customers receive consistently exceptional service.

We have pledged to be an Age-friendly Employer, a nationwide programme for employers who recognise the importance and value of older workers. We’re committed to improving work for people in their 50s and 60s and taking the necessary action to help them flourish in a multi-generational workforce.

We will provide training and support to ensure you deliver your best work, and we will continue to support your learning and personal development during your time working with us. We ask that you be available to attend the Edinburgh office in Orchard Brae for the first week of employment on a full-time basis (Monday to Friday, 9 am to 5 pm) to enable us to support your onboarding and induction into your new role.

• Salary: £25,500 for a 37.5-hour full-time equivalent (pro-rata).
• Company pension contribution of 6% to help you plan for your future (you also contribute 5%).
• 33 days annual leave, including public holidays. Annual leave increases by 1 day after 2, 4 and 6 years’ service (pro rata).
• 2 additional wellbeing days per year to proactively support your physical and mental wellbeing (pro-rata).
• Birthday day off
• 24/7 access to GP services.
• Life insurance at 2x salary.
• Cycle to work scheme and health screening through our salary sacrifice portal.
• Hybrid working options between our Edinburgh office (Stockbridge/Queensferry Road) and home. There is a minimum requirement of days worked in the office.
• Modern workspace with onsite parking, café, free gym access, changing rooms with drying lockers, free fruit, lunches and excellent coffee.
• Employee assistance helpline access for support at challenging times.
• Access to corporate discounts such as mortgage solutions and high street shopping, and cinema voucher discounts.
• Funded health screening for over 50s.
• Company socials and events.

We are actively building diverse and inclusive teams and welcome applications from everyone, including people of all ages. CVs are great, but we place more importance on who you are and how you can play your part in the success of Parsley Box. If you need any special assistance at any stage of our recruitment process, please let us know and we’ll happily make any adjustments.