Customer Support Executive

FareShare

Sheffield, South Yorkshire (Hybrid)

£22,495 - £23,170 per year

Full-time

Permanent

This job is closed.

Job description

Job Description and Person Specification

Job title: Customer Support Executive

Reporting to: Customer manager

Location: Sheffield

Contract type: Permanent

Hours per week: Full time-35 hours a week

Salary & Grade: £22,495 - £23,170 per annum

Our Vision: A UK where “No good food goes to waste”.

We are UK’s national network of charitable food redistributors, made up of 18 independent organisations. Together, we take good quality surplus food from right across the food industry and get it to approximately 8,500 frontline charities and community groups. Every week we provide enough food to create almost a million meals for vulnerable people.

There has never been a more exciting time to join an organisation at the heart of public consciousness. For more information visit our website.

FareShare is an equal opportunity employer, and we welcome applications from all backgrounds and abilities and as a Disability Confident Employer, we provide reasonable adjustments.

We aim to recruit from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our commitment to redistributing surplus food, come and join us.

The role

The Customer Support Executive plays a key role in driving FareShare's mission to fight food poverty by providing exceptional support to both internal and external stakeholders. With in-depth knowledge of FareShare Go policies, systems, and platforms, you'll use your strong communication and problem-solving skills to address partner inquiries, uncover root causes, and ensure timely resolutions. Beyond individual cases, you'll identify trends and suggest improvements to enhance our services. Relationship-building is at the heart of this role—whether managing customer concerns, resolving conflicts, or collaborating with colleagues, you’ll be pivotal in delivering a top-tier experience. As a brand ambassador, you'll advocate for our community partners, ensuring food reaches those in need across the UK.

Main areas of responsibility

Resolving Support Issues: Provide high-quality, seamless support to charities, promptly addressing issues and escalating to relevant stakeholders when necessary.
Charity Compliance: Manage charity compliance across one of four FSGo regions, ensuring KPIs are met through effective reporting, analysis, and communication with charities.
CRM Management: Utilize the CRM system to maintain accurate records of charities and scheduled donations, ensuring smooth operations and up-to-date information.
Supporting Regional Teams: Collaborate with regional field teams to transition charities from initial onboarding to ongoing support, aiding in engagement and retention efforts.
Stakeholder Support: Work with the data support team to analyze performance, track trends, and proactively address key issues. Collaborate with retailer partners and tech suppliers to resolve problems and fulfill requests.
Charity Recruitment & Lead Generation: Assess charity eligibility and their capacity for surplus food, aiming to maximize donations. Assist with the rollout of new retailers and pilot initiatives.
Advocate for community partners and help ensure food reaches those in need, supporting FareShare’s mission to combat food poverty in the UK

Person Specification

Essential Criteria

Strong communication and interpersonal skills
Excellent analytical abilities with a keen attention to detail
Empathetic team player, with a collaborative approach
Exceptional time management and the ability to prioritize tasks effectively
Strong relationship-building skills, fostering trust and collaboration
Highly organized, with a proven track record of delivering high-quality results
Ability to manage and analyze data efficiently
Demonstrated capability to build cross-team connections and share best practices
Flexibility to travel across the UK as needed for the role

Desirable Criteria

Familiarity with CRM platforms, particularly Salesforce
Experience using Power BI for reporting and analysis
Independent, innovative, and creative thinker
Proven track record in similar roles across any sector
Understanding of the "not-for-profit" sector
Previous experience working with food waste in either an academic or professional context is a plus

Competencies and behaviours

An understanding of and commitment to FareShare’s mission.
A commitment to Equal Opportunities.
Flexibility and collaborative style of working across FareShare and with all our stakeholders.

Benefits