Consumer Service Executive at Geary's Bakeries Ltd, Glenfield

Consumer Service Executive​​​​​​​

Days of Work: Monday to Friday, Leicester-based office with hybrid working (typically 3 days on site per week)

Location: Glenfield (LE3 8JR) and Barrow Upon Soar (LE12 8LD)

The Role

The Consumer Service Executive is the voice of Jason’s Sourdough, acting as the bridge between the brand and our consumers and wider community. The role plays a really important part of delivering the Brand personality to our consumer base.

You’ll be responsible for owning and managing the consumer complaint process from first interaction to satisfactory conclusion including managing multiple stakeholders across the broader business. You’ll be supporting the Social Media Manager with community engagement across our social media platforms.

This is a varied and dynamic role. It’s the ideal role for someone who’s a natural communicator, passionate about building communities, and ready to roll up their sleeves to handle widely varied internal and external interactions.

Key Areas of Responsibility:

Consumer Complaints & Query Ownership:

• Full ownership of our consumer query and complaints process, from initial contact through to resolution.
• Be the first and main point of contact for any consumer queries, complaints, or feedback via our Get in Touch / Press emails and Freshdesk system ensuring quick resolutions to maintain consumer satisfaction.
• Manage our consumer service vouchers platform, keeping track of distribution and ensuring smooth implementation of any digital couponing or discount programs.
• Use judgement to tailor responses to individual consumers while ensuring every interaction remains consistent with Jason’s tone of voice, values and approach to consumer care.

Complaint Escalation:

• Identify and escalate serious, sensitive, recurring or potentially reputational consumer complaints through the appropriate internal process.
• Work closely with Quality, Technical and other relevant teams to investigate issues and agree appropriate resolutions.
• Maintain ownership of the consumer relationship throughout the escalation process, ensuring clear and timely communication through to resolution.

Continuous Improvement:

• Identify opportunities to continuously improve the consumer service experience, processes and ways of working.
• Review recurring queries, complaints and feedback to identify trends, root causes and opportunities for improvement.
• Develop and maintain consumer service response templates, FAQs and processes to ensure responses are consistent, accurate and efficient, working alongside the Brand and Technical team to ensure they are on brand and compliant.

Community Engagement:

• Work alongside the Social Media Manager to support community engagement interactions across social channels, responding to comments, queries and complaints in a timely, helpful and distinctly Jason’s tone of voice.
• Bring Jason’s brand personality to life through consumer interactions, ensuring responses feel warm, human and personal rather than scripted or corporate.
• Monitor recurring questions and feedback from the social community, sharing relevant themes and insights with the wider Marketing, NPD and Technical teams.

Internal Communications:

• Work with the Junior Brand Manager and wider Brand team to share positive consumer feedback through internal newsletter, helping to bring the consumer voice into the business and celebrate positive brand experiences.
• Be the voice of the consumer within the business, proactively highlighting trends, and feedback across relevant teams.

Newsletter Database Management:

• Maintain the consumer newsletter database, ensuring subscriber information is accurate, up to date and managed in line with agreed GDPR and data protection processes.
• Ensure appropriate consent and applicable permissions are recorded before consumers receive marketing communications.
• Ensure unsubscribe and opt-out requests are actioned appropriately and consumer communication preferences are accurately maintained.

Voucher Process & Finance Reporting:

• Own the end-to-end consumer service voucher process, ensuring effective administration and adherence to Finance requirements.
• Monitor and manage the consumer services voucher budget, providing monthly updates to Finance and the Head of Marketing.

About Us

At Geary’s Bakeries, we’re on a crusade to make proper bread more accessible to more people. We’re passionate about re-imagining the way Great Britain thinks about their everyday loaf. This passion is at the heart of everything we do, and have done, since 1906.

We are ‘born and bread’ in Leicestershire and proud of our long-standing heritage. Today, we operate from three sites on a 24/7 operation. We’re made up of towards 900 people: a friendly, diverse and outgoing team, passionate about making a difference to the bakery industry.

The business has grown rapidly from £5m in annual sales to £125m+ in the last 15 years with strong and consistent profitability. We have an ambition to increase sales to more than £200m+ in the next 3- 5 years. A clear Vision and Strategy has been articulated, and this is being backed with major capital investment and a renewal and upgrading of the people, processes, and systems.

Our brilliant benefits include free delicious bread, BUPA Cashback Plan, Death In Service, a Cycle to Work scheme and a chance to win a £10k worth prizes annually! Plus, if you refer a friend to join our team, you could earn up to £500!

#wearegearys

About You

At Geary’s, we look for people who show up every day to do their best. We’re a passionate, friendly team and look for the same qualities when seeking to grow our team. We firmly believe your attitude and approach is just as important (if not, more so) than the skills and experience on your CV.

We’re looking for someone who is:

Essential/Strongly Preferred

• Minimum of two years Consumer / Customer service experience
• Excellent written and verbal communication skills, with a friendly, approachable, and professional tone.
• Stakeholder management and highly organised, with the ability to manage multiple projects simultaneously and meet deadlines.
• Strong organisational skills.
• A passion for driving positive consumer experiences, and an understanding of the importance of delivering a great brand experience
• Understanding of GDPR requirements relating to consumer databases, consent and email communications is desirable
• Experience using a consumer service or case-management platform is desirable

Please submit a CV in application. No agencies.

If you have not heard from us within seven days, unfortunately you have not been successful on this occasion, but we wish you every success in your search for a new position.

All applicants must have the right to work in the UK, at point of interview, and for the tenure of employment contract. As part of the recruitment process, you will be asked to provide documented evidence of your eligibility to work in the UK.