Customer Service Executive

We're Nichols - the home of Vimto, and there is no other business quite like ours!

We have been making life taste better since 1908. Every day here is bursting with flavour – from the loved brandswe’reproud to share with the world, to the energy,ambition and innovative ideas that fizz through our teams.

As well as our refreshingly different Vimto taste, our varied brand portfolio spans the still, carbonated, post-mix and frozen drinks categories – so you will find us in your local supermarket,puband leisure outlet. We also work with the UK’s leading food manufacturers toprovidea truly unique range of products that everyone loves.

At the heart of everything is our rich family heritage, an unrelenting ambition to keep innovating, and a true pride in who we are. This is a place where you can be yourself, speak up, and get stuckin. We celebrate the wins, cheer each otheronand keep things fizzing with positivity. From leaders who listen to teammates who’vealways got your back, its work that feels as good as it tastes!

We take a refreshingly agile approach to how we work, combining the energy of being together in the office with the flexibility of working from home. You’llbe office-based three days a week, with core hours designed to help you balance work and home life.

Nichols is where serious fun meets real opportunities – and where work tastes better.

We’re looking for a Customer Services Executive to join our team in our Striling depot. The purpose of the role is to operate as the first point of contact for customers by responding and appropriately actioning all inbound calls and/or emails from the customers through the placing sales orders, resolving or escalating customer complaints, and troubleshooting technical support queries or escalating to the first line technical support service where unable to resolve the customer issue.

You will have a fantastic opportunity to play a valuable role in our Vimto journey, helping us to ‘Make Life Taste Better’ for everyone!

• Processing customer sales orders and payments received by telephone, email or online in a timely and accurate manner.
• Completing outbound sales calls to generate customer orders in accordance with planned schedule.
• Screening customer inbound calls & emails to correctly identify required action for sales ordering, compliant management or technical support.
• Daily management of inbound email inbox and voicemails.
• Providing initial customer technical issue troubleshooting, allocating issues to first line technical support services where unable to resolve.
• Allocating reactive maintenance activities in accordance with customer segmentation categorisation and in collaboration with the Technical Service Engineer & Senior Regional Service Technician.
• Ensuring compliance with all mandatory training requirements & actively manage own development & learning opportunities.

• Sales and/or customer services experience, operating within a fast-paced environment
• Experience working as part of a team to achieve agreed customer service levels or team objectives
• Ability and experience to working in accordance with standard operating procedures
• Customer service and compliant response skills
• Proactive problem-solving & root cause analysis skills
• Good oral and written communication skills
• Knowledge of operational legal compliance (safety, quality, people, technical) and an understanding of governance frameworks

To make a splash in this role you will bring

• A natural organiser with an ability to manage own workload, motivate and set own goals
• Driven, resilient and passionate
• Able to actively contribute to the team; sharing knowledge and experience to support others
• Agile and adaptable
• Open to embracing and driving change
• Hand-on with a natural curiosity to learn
• Focusedon sharing good practices, continuous improvement and finding a better way
• Organised, completer / finisher mentality
• Open, honest,authentic and approachable

• 25 days holiday (with opportunity to buy extra every year)
• A generous pension scheme
• Annual Bonus
• Save as you Earn Share Scheme
• Option to join our private medical cover scheme

• Holiday home stay
• Your birthday off work
• 1 day a year off work to volunteer in the community (you choose when and where)
• Help yourself to our drinks when at one of our sites
• Staff shop with discounts on our products

We are committed to building an inclusive workplace where everyone feels valued and supported. We believe diverse teams perform at their best, and we welcome people with different backgrounds, life experiences,perspectives and ways of thinking.

Any job offer is subject to an individual’s Right to Work in the UK.

Unfortunately, we are unable to sponsor visas.