The role in a nutshell
We're looking for an energetic, digitally-minded tea lover to look after teapigs online customers and websites. You’ll be assisting the teapigs Ecommerce Manager in all of the day-to-day running of teapigs ecommerce sites covering merchandising, uploading new products and images, fixing glitches, running sales reports and responding to customer enquiries (“My tea order hasn’t arrived, I live in Uzbekistan”). You’ll handle incoming emails, calls and talk to our customers on social media while making sure we provide the best customer service in the tea business, and the WORLD!
You’ll love this job if…
- You like all things digital and want to learn more about ecommerce
- You love making people smile
- You’re great at multi-tasking with a brilliant memory
- You have a good eye for design and the finer details
- You want to work for and make a big impact in a small(ish) and leading brand
- You like tea!
What you’ll be doing:
Customer service:
- You’ll jointly make up our customer service team – together with Em, teapigs ecommerce assistant, you’ll be the #1 points of contact for all of our customers making sure they get the best service in the world!
- Managing all customer enquiries via email, phone, snail mail or social media.
- Taking orders, processing returns and refunds.
- Jointly reporting on customer service performance statistics with Em, and using customer feedback to shape how we do things
- Identify points for improving the customer journey and work with Rachel to implement changes.
- Covering customer service in the absence of Em.
Ecommerce Assistant:
- Making sure our websites look great at all times – we like to think of them as shop windows.
- Uploading sales panels, new products, images, reviews and content in line with the ecommerce sales and marketing plan.
- Raising and managing issues with the support team speedily to minimise downtime for our customers.
- Creating and reporting on email campaigns.
- Setting up promotions and reporting on their successes.
- Assisting Rachel on larger website development projects.
What you’ll need to fly:
- A passion for making people happy and great people skills.
- Some customer service or customer-facing experience.
- Ability to juggle lots of jobs all demanding your attention at once.
- Strong Microsoft Office Suite skills, including Excel.
- An analytical mind to examine results and make recommendations based on what you see.
- Resourcefulness – a curious mind and drive to solve problems, big and small and to evolve the role through new knowledge and tools.
- Flexibility and a willingness to get your hands dirty –we’re a small team so there’s lots of change and sometimes tasks will overlap across teams.
- Commercial awareness and the ability to understand what is helping us succeed in selling more tea and in spending less money and to act on it.
- Approachability - you understand your impact on others and you work well within your network, supporting colleagues and sharing knowledge so we can all do better work.
- BIG ambition to grow within a dynamic business.
- Excellent attention to detail, personal organisation and communication skills
- Desirable, but not required: Photoshop experience even if self-taught!
Are we perfect for you?
Nick and Louise started teapigs in November 2006 with a mission to get people drinking real tea again and to do things a little differently. They met whilst working for a big tea company, where they learned all about tea and drank loads of it. They soon came to realise that there was a whole world of quality teas out there that weren’t getting the attention they deserve. And so teapigs began.
We make better tea, using real, quality, whole teas, herbs, berries, flowers and spices for our compostable tea “temples”. Our tea is sourced sustainably and it’s in packaging that’s better for the environment. We give back to the communities that bring us our tea and the community on our doorstep. We take care of the people that make it all happen. And we try not take ourselves too seriously!
We’re the number 1 super premium tea brand in the UK, the first to bring whole leaf tea in a mesh bag to the market. We have a range of 34 wonderful teas, a brilliant online community, much brand love and a fantastic team of teapigs. You’ll now find teapigs in over 44 countries across the world. We have big growth plans and are excited about the future.
You’ll get...
- To work for the best tea company in Brentford
- Competitive salary and performance-related bonus
- 25 days holiday plus bank and public holidays
- Great benefits, including healthcare, enhanced pension scheme, free oats and fruit, weekly fitness classes and free tea – loads of it.
- Lots of support to help you grow
- Flexible, friendly working culture
To apply, please send a CV and cover letter (that bit is important!) by email to rachel.g@teapigs.co.uk explaining why you'd be fab for the role! Please don’t send your application without a cover letter – they’re our favourite bit!
Closing date: Friday 16th August.
