Temporary Customer Happiness Advisor

Norwich / Remote / Flexible / Short term

Are you looking for a great experience in a fast-paced and innovative wine company?

Here at Naked, we think there's a better way to do wine. How? Well, first we find the world's best winemakers and give them the backing they need to make the best wines they've ever made. Then we connect them directly with our community of over 300,000 UK members (we call them Angels) so that they can enjoy world-class wine, made just for them, at fair prices.

We're looking for talented, enthusiastic and hard working people to join our Customer Happiness Team in the busy run up to Christmas from September to December.

Our Customer Happiness Advisors work directly with our customers. In other words, they are the wonderful people who take calls, write emails, answer live chats and instant messages, and do everything possible (and then some) to answer our Angels' questions, anticipate their needs and fix any problems they may have.

It's not easy work - you need to be confident, calm and resilient. You need to be an outstanding problem solver and a great listener, too. If you don't love helping people, this is not the job for you.

Still reading?

Then here's the part where we (and some of our team) tell you why you'll love working with us.

We're on a mission to change the wine industry for the better. That means everything from giving our Angels direct access to the world's best independent winemakers, to supporting charitable projects like 'Carmen's Kids' - a soup kitchen for school children in South Africa run by Carmen Stevens, one of our winemakers.

It also means that we want our entire team, whatever their role, to have the best experience and become the best they can be. We'll challenge you, but we'll develop you, too.

"Naked Wines is such a fun place to work with a great work culture - it's hard work but so enjoyable and plus the incentives are awesome!!" Lakshmi, Customer Happiness Advisor

"I've developed so much since joining and have learned a huge amount about myself here. It's fast paced, the expectations are high but the rewards are fantastic." Rich, Wine Advisor

What will I be doing?

We go against the grain (or should we say grape) when it comes to Contact Centres - we don't do scripts and we don't focus on call time. Instead, our Customer Happiness Team is targeted and rewarded for exceptional customer service and how effectively they manage their time.

We're a great bunch of people and we want you to bring your personality and passion to our team. We genuinely care about our customers (and each other), so an honest and empathic approach is a must.

You'll be working remotely or in our UK head office contact centre in central Norwich and you should expect to spend most of your time:

  • Answering calls and emails to help our customers make the most of their accounts, helping them track their deliveries and learn about our crowd-funded wines and winemakers
  • We genuinely care about our customers (and each other), so an honest and empathic approach is a must
  • Have fun whilst getting it done!

What are the hours?

This is a full time position, so you'll typically be working 37.5 hours per week, spread over 5 days.

We're open 7 days a week, 9am-5.30pm so being able to work weekends will be an advantage.

We believe in giving our team the stability to plan their lives around their work, so we won't change your shift pattern week on week - what we agree upon when you join is what you can expect to work throughout your time with us.

When would I start?

We have a range of start dates from 26th September

* This is a temporary contract ending in December 2022 so we need people who thrive in a challenging environment and pick things up quickly.

Salary:

  • Starting rate of £9.90 per hour, we're very proud to be a Real Living Wage Employer
  • We're an award-winning team, so you'll need to be dedicated to providing top-notch customer service and ready to go the extra mile for our customers

Think you've got what it takes?

Get your CV over to jobs@nakedwines.com, let us know it's the “Temporary Customer Happiness” role you're interested in and don't forget to include a letter covering:

  • What your notice period is, if applicable
  • Why you're interested in the role
  • Why you think you're the right person for the job

Successful candidates will be invited to our online recruitment platform - Spark Hire - so keep an eye out for an email from them.

Hope to hear from you soon, but if we don't, thanks for checking us out and best of luck with your job hunt.