Customer Happiness Advisor (Temp to Perm)

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 now until the end of December.

Our Customer Happiness Advisors work directly with our customers. In other words, they are the wonderful people who answer calls, reply to our customer's emails and do everything possible (and then some) to look after our Angels, 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.

“We value people and want to give our customers the best experience possible, and that reflects so strongly in how everyone in this team supports each other and how much of ourselves we put into what we do - the Customer Happiness Team is a collection of some of the most fun, wonderful people I've ever met and I'm lucky enough to call them my coworkers and close friends.”

Alice, Customer Happiness Advisor since 2022

"I love being able to put a smile on our customer's face and provide reassurance wherever I can, whether this is putting things right for a customer or just having a lovely chat when placing an order."

Hannah, Customer Happiness Advisor since 2018

“I love the fast and ever changing pace of the Customer Happiness Team - we have so many opportunities to work and learn different roles everyday and there is always something new to try or develop!”

Jen, Customer Happiness Advisor since 2022

You can check out more of our reviews on Glassdoor

Requirements

What will I be doing?

Working remotely or in our UK head office in central Norwich, 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
• 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
• Have fun whilst doing a fantastic job!

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 is important. As a minimum requirement you'll need to work one weekend day (Saturday or Sunday) every two weeks. If you prefer to work weekends we'll do our best to accommodate that too.

When would I start?

We have a range of start dates up until the end of October 2024

* This is a temporary contract ending in December 2024 so we need people who thrive in a demanding environment and pick things up quickly. For those who really excel in the role, there will be permanent positions and contract extensions on offer.

Benefits

Salary and benefits

As part of the Naked family, we want you to know we've got your back. Here are a few of the perks you'll enjoy when you join the team...

• A competitive salary of £12/hour - we're very proud to be a Real Living Wage employer
• Comprehensive induction training to help you hit the ground running, including a crash course in our wines
• Access to mental health buddies, mindfulness training and the Headspace app
• We like to surprise and delight you with lovely thoughtful gifts including Naked Wine and lots more...

How to Apply

If this sounds like you, and you're ready to join our award-winning team, we'd love to hear from you.

We receive a lot of applications so make sure your CV stands out and don't forget to include a letter covering:

• Why you're interested in the role
• Why you think you're the right person for the job
• When you can start
• Any questions you'd like to ask us

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

Equal Opportunities

At Naked Wines, we recognise the value of diversity and inclusivity in fostering a truly remarkable experience for all our winemakers and customers. Our commitment extends beyond wine to building a workforce that reflects the wide array of perspectives and experiences found across the UK. We believe that embracing diversity in our teams enables us to provide exceptional service and innovation.We are dedicated to ensuring all our employees are treated fairly and equitably at work, with a strong commitment to promoting equity in both physical and mental health for everyone. To achieve this, Naked Wines encourages applications from individuals of disadvantaged socio-economic backgrounds, disabled persons, LGBTQ+ community members, Black, Asian and Minority Ethnic backgrounds, and those with lived experiences of discrimination.

Accessibility and Adjustments