Customer Care Advisor

Overview

Lay & Wheeler has been connecting the right people with the right wines from 1854 onwards as one of England’s longest-standing fine wine merchants.

With an expert team and an impressive range of the finest wines and spirits, the business, now privately held, is undergoing a period of expansion.

Context

We’re all committed to providing welcoming, world-class service to our customers, and our Customer Care team leads the way. We look for the most empathetic, meticulous and hardworking individuals who put the customer at the heart of everything we do to this team, so that we can work to set the standard for customer care in fine wine.

We’re excited to welcome a new member to the team as Lay & Wheeler grows.

Responsibilities

  • Answering our customer care phone line: you don’t hesitate to pick up the phone, and you’re genuinely excited to connect with all sorts of customers
  • Responding to inbound emails: you’re thoughtful and articulate, and deeply empathetic - and you recognise when a phone call is better suited to a response than an email
  • Working as a team to come up with solutions to the needs of our customers, whether it’s helping with a complicated delivery or looking into a Cellar Circle benefit query
  • Actively considering all aspects of the customer’s position with Lay & Wheeler, at any point we’re in contact with them, including what wines they have to drink now, whether their account is up to date, whether they have outstanding bills to pay

Skills & experience

  • Customer-centric, and then some: you put customers and their needs first all the time
  • Exceptional organisational and communication skills: you’ve got eagle eyes and you communicate with ease, to all sorts of lovely customers
  • A passion for wine: you may not know the difference between Morgon and Fleurie, but you’re interested in Beaujolais (of which they’re both crus) and eager to learn
  • A team player, in all senses: you pull your own weight, over-delivering whatever the weather, and are flexible when the role requires it
  • Friendly: it’s always sunny where you’re sitting
  • Prior experience in a customer service or hospitality setting preferred

Benefits

  • Salary commensurate with experience
  • Participation in our annual bonus scheme, based on company and individual performance
  • Employee-employer matched pension contributions, currently 5% each
  • Company-sponsored social events
  • Opportunity for wine education sponsorship
  • Team member discount on wine
  • An opportunity to build your career, not just take a job

This role is based at Lay & Wheeler’s headquarters, in Suffolk.

To apply, please send a cover letter detailing why you are interested, along with your CV, to the Issy Cooper, Customer Care Manager via email at [email protected].