Customer Service Executive - London

The Customer Service Executive works closely with our third-party Customer Service supplier and the wider PerfectDraft team to support PerfectDraft’s customers and provide them with a seamless experience every time. This role requires excellent stakeholder management, data analysis and problem-solving skills, ownership as well as real understanding about our customers’ experience.

PerfectDraft UK

Here at PerfectDraft, we are on a mission to deliver the ultimate beer experience to our customers’ homes.

Our business is at the intersection of ecommerce, technology and brewing. Our core product, the PerfectDraft machine, cools beer to a perfectly-chilled consistent temperature and stores it for up to 30 days. There are more than 40 beers available to drink on PerfectDraft, all in 6-litre returnable kegs, from craft beers to Belgian and German classics. All served exactly how the brewer intended.

Our strategy to launch and grow the PerfectDraft brand, product range and customer base has been via our own Direct to Consumer ecommerce stores in Europe, with presence in 8 countries and now we are expanding this offer in different channels. Machines and kegs are sold, and empty kegs returned and refilled by breweries in a pioneering, sustainable returns loop.

The PerfectDraft team operates integrated with AB InBev, the world’s leading global brewer. This means we have both the autonomy and agility to move fast combined with the scale, expertise and financial backing to transform the way people around the world drink beer at home.

Cheers to dreaming big!

The Role:

• Account Management: Managing the day-to-day relationship with our customer service supplier to ensure agreed KPIs & SLAs are delivered, continuous feedback and NPS are shared between both parties and drive recommendations for improved WOWs. You’ll be responsible for managing our joint routines and supporting their leadership team to nurture an engaged and culturally-aligned Customer Service agent team (including onsite visibility periodically throughout the year). You will be the key point of contact for any escalations and/or queries regarding Customer Service.
• Forecast Delivery: Provide a contact forecast to Customer Service partner, split by tickets and chat based on previous contact trends (Contact per order rate), 90 days in advance, to be locked in 45 days in advance. You will be informed of the team availability and capacity and be responsible for reporting internally any issues that may arise.
• Continuous Improvement and Streamlined CS process: To ensure a seamless customer experience, you will be responsible for using contact data to understand and analyse the customer pain points, collaborating closely with the wider PerfectDraft teams and logistics partners to address these and develop an improvement plan. Using our Customer Service partner’s feedback and performance monitoring, you will deliver recommendations to improve efficiency and address process gaps.
• Budget Delivery: Working with the budget provided, alongside previous performance data and current agent performance, you will support on the negotiations of our contract and ensure the correct number of FTE are in place at any point.
• Feedback Collection and Action: You will gather feedback from customers through various channels (such as surveys, TrustPilot & Feefo reviews, social media and tickets) and leverage your insights to identify trends and drive continuous improvement in products, services, and processes.

Profile: 

• Experienced with consumer interactions, preferably within the e-Commerce environment, with knowledge of complaint handling techniques.
• Experience in performance managing and KPIs delivery and impovement.
• Excellent communication skills, both written and verbal, and experience delivering constructive feedback with various stakeholders.
• Strong data-analytics skills with the ability to understand, manipulate and interpret data from a range of sources (excel, Freshdesk, PowerBI).
• Clear leadership and ownership qualities, comfortable to manage multiple stakeholders and report on your role to senior management.
• Highly organised individual, excited to work in a fast-paced business with problem-solving skills and a ‘can-do’ attitude.
• You will need to be comfortable with working in our London office for 5 days a week, if required.

Benefits & Perks:

• Benefits for you and your family to help your physical and mental health
• Competitive parental leave and pension double contributions
• 25 days holidays per year
• Employee benefits to help your physical and mental health and overall wellbeing (travel insurance, gym memberships, discounted services, dental etc.)
• A beer allowance to enjoy our brands
• 2 volunteer days a year to assist your local community
• 5 employee networks to champion diversity and inclusion
• Global Bonus
• WPA Private Medical Care
• 26 weeks paid leave for primary caregiver

What you can expect from us:  

In this role, you’ll have the potential to transform our business and your career. You’ll get the support and mentor you need to succeed. We’re a meritocracy, with plenty of room for growth and development, so you know your hard work will be rewarded.

We encourage you to think big and go after your goals. You’ll get to be creative, work with international teams so you can build a global network, and have direct control over your career and where it takes you.

As the leading global brewer, we are committed to bringing people together for a better – and more equal – world. A more equal world starts when everyone can thrive. At Budweiser Brewing Group we value the diversity of cultures, perspectives, skills, and experiences within our workforce, and we strongly encourage women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.