Customer Care & Social Media Executive

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 are always an active member in any team
Lily’s Kitchen values will shine through in everything you do
At Lily’s Kitchen it’s a fast paced, dynamic environment – so you need to be highly adaptable, and comfortable in an ever-changing company
You’ll have impeccable communication skills, and will be able to multitask between multiple channels
You will be prolific in using Microsoft Office, and all its quirks
You’ll be well practiced at using your initiative, have a can-do attitude and will be peachy keen to learn and grow
You will have an exception level of planning, organisation and prioritising
Our Perks
At Lily’s Kitchen we believe that everyone should enjoy their time at work. We reward the care our people put into their job, by caring for them in return. Our benefits are designed to make our people smile, save for the future, stay healthy and give back where they can and include:
Dogs at work; what better way to put a smile on your face!
Flexible Working: flexi-time, working from home, part-time working, flexible support
Save for the Future and Protect Loved ones: a pension plan that goes beyond, the option for salary exchange and an option of an ethical pension fund reflecting our team’s attitudes and needs. Plus a life assurance scheme to look after those that depend on you.
Staying healthy and well: Our team’s health and wellbeing is very important to us and we offer private medical, private dental, employee assistance programme, mental first aiders and a cycle to work scheme.
Supporting our community: with a volunteering allowance we can give back to causes we are passionate about. Plus supporting and having fun together as a team.
And more …
Lily’s Kitchen Story
At Lily’s Kitchen we are pet food pioneers. We are changing the game with our mission to provide proper food for cats and dogs all over the world.
Lily’s Kitchen was founded in London in 2009, by Henrietta Morrison who set out to feed her beloved dog, Lily, food she could trust. Lily’s Kitchen is now the No1 Brand in premium natural pet food, still focusing on the mission to inspire pet parents to feed their four-legged friends natural, proper food for pets.
Lily’s Kitchen was a founding member of the UK B Corp movement and the first pet food brand in the world to achieve B Corp status. Determined to use business as a force for good, Lily’s Kitchen has recently partnered with Dogs Trust to support dogs in need and are proud to lend a paw to charitable causes.
We sell our nutritious natural recipes for cats and dogs in over 1,000 stockists, like Waitrose, Tesco, Ocado, organic food shops, vets, independent pet shops and garden centres all over the UK. We also sell internationally and are now sold in more than 30 countries worldwide.
Our Vision.
We’re all about warming hearts, feeding souls and enriching lives, for both our customers and employees.
Our Values.
We recruit to our values at Lily’s Kitchen: Respectful. Dedicated. Audacious. Passionate. Responsible.
Our People.
We seek out and develop talented people who love to succeed and make a positive difference in everything they do.