Parsley Box
Customer Service Advisor
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A little bit about Parsley Box:
Parsley Box is leading the market for direct-to-consumer meal deliveries for older adults across the UK. Our mission is to help people live well for longer through nourishing, comforting meals made with care. Our service is rated “Excellent” on Trustpilot, and we pride ourselves on our kind and helpful call agents and reliable and fast order delivery.
Overview:
We're looking for an empathetic and productive Customer Service Advisor to join our close-knit team. Your friends & family might describe you as the warm and friendly one, somebody who can strike up a conversation with anybody, and the one who, no matter how busy you are, always has time for others. You love to provide great service and always ensure that every conversation is handled with genuine care for your customers.
This is a telephony-based role, so you’ll be comfortable working in a structured contact centre where agents are expected to manage their time effectively within a scheduled environment. You will work with modern telephony and CRM systems, handling a high volume of customer interactions while meeting clear service and efficiency metrics.
The role is part-time, working 28.5 hours a week, with working hours between 9 am and 6 pm on Mondays, Fridays and Saturdays, and 10 am to 4 pm on Sundays. We offer hybrid working with a minimum of one day (either Monday or Friday) working from our office at Orchard Brae House, Queensferry Road, Edinburgh, and the remaining working from home, helping to add flexibility and balance to your schedule as well as providing an opportunity to meet with and learn from others in our friendly team.
As a Customer Service Advisor, you’ll be responsible for:
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- Providing exceptional telephone-based customer service, including taking customer orders and answering other inbound enquiries.
- Making deeply trusted connections with our customers, which is something that we pride ourselves on and sets our service apart from others in the industry.
- Meeting key contact centre performance metrics, including average handling time, after-call work, quality standards, and customer satisfaction.
- Staying up to date with company products and promotions to help our customers choose meals they will enjoy.
- Taking ownership of any customer issues and doing everything that you can to resolve them on the first contact.
- Confidently using telephony and CRM systems to manage customer interactions, accurately recording customer details, updating accounts, and navigating multiple systems simultaneously.
- Handling customer data securely and responsibly, ensuring full compliance with GDPR, PCI standards, and company data protection policies at all times.
- Adhering to scheduled shift patterns, including logging in and out on time, taking breaks as scheduled, and maintaining high levels of attendance and punctuality to support team performance.
- Working collaboratively as part of a team, recognising that individual performance contributes to overall service levels and team success.
What we’re looking for:
- Applicants must be 18 years or older.
- Experience working in a structured customer service environment or contact centre environment is desirable; however, the role is suitable for a school or college leaver, as full training will be provided.
- Confidence using CRM systems and handling multiple systems/windows simultaneously.
- Ability to demonstrate customer empathy and balance this with meeting efficiency and productivity targets.
- Strong time management and ability to work within scheduled shifts.
- High attention to detail, particularly when handling customer data.
- Understanding of (or willingness to learn) GDPR and secure data handling practices.
- Reliable, punctual, and accountable team player.
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What we offer:
- Salary: £26,200 per annum for a 37.5-hour full-time equivalent (pro-rata).
- Company pension contribution of 6%, you also contribute 5%.
- 33 days annual leave, including public holidays, for a 37.5-hour full-time equivalent (pro-rata). Annual leave increases by 1 day after 2, 4, and 6-years’ service.
- 2 additional wellbeing days per year (pro-rata), and your birthday off.
- Life insurance at 2x salary.
- 24/7 access to GP services.
- Cycle to work scheme and health screening via salary sacrifice.
- Hybrid working options with Monday and/or Friday in the Edinburgh office and the weekend days at home.
- Modern workspace with onsite parking, café, and gym.
- Free lunches from the Parsley Box range and excellent coffee.
- Employee assistance helpline access for support at challenging times.
- Access to corporate discounts such as mortgage solutions, high street shopping and cinema voucher discounts.
We are actively building diverse and inclusive teams and welcome applications from everyone, including people of all ages. CVs are great, but we place more importance on who you are and how you can play your part in the success of Parsley Box. If you need any special assistance at any stage of our recruitment process, please let us know and we’ll happily make any adjustments.
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