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Customer Service Executive – Marr ProcurementWe have launched a new buying website, marrgo, and are looking for an energetic and reliable Customer Service Executive to be part of our busy and growing team.Following the launch in March 2022, we have an ambitious plan to increase the number of items /services available to users. This role will be responsible for providing our clients an excellent experience and ensuring the website content and user data is functional, accurate and up to date. The role will own all omni-channel customer service channels, all product catalogues and user data, and will work with our suppliers and clients to maintain these. The Customer Service Executive is a point of contact for issue resolution and onward triage of issues from users, suppliers and internal stakeholders.The role requires a highly organised, process driven individual, confident working with large volumes of emails, phone calls and data with strong attention to detail and process and a proven track record in customer service.Marr Procurement is the UK’s care sector leading procurement specialist. Founded on the values of integrity, fairness and quality, and a belief that there had to be a better way to run procurement, they have grown rapidly in their 8 years since incorporation. In this time, they have achieved numerous commendations from developing strong relationships with care associations; to winning the Lloyds Small Business of the Year Award in 2021; to employing and retaining an extraordinary team of leaders in their field; all delivered by actions underpinned by these three core values. Marr Procurement is a recognised name both across the care sector and further afield.After a challenging period through the COVID-19 pandemic, Marr Procurement have experienced significant growth in the last 12-18 months and an exciting opportunity has become available to join the close-knit team as an Assistant Accountant. Reporting to and primarily offering support to the Finance Director, the role is newly created and allows the successful candidate to take full ownership of the day-to-day financial processes in the business. By entering this new role, the successful candidate would be able to carve out their position within Marr Procurement and will have the opportunity to make an immediate impact to both the Finance and Operations teams.LocationThis will be a hybrid role: Average 2 days per week in the office (London Paddington or Colchester) and 3 days at home. It is also expected the Customer Service Executive would be occasionally travelling into London to meet colleagues.Responsibilities:Be the primary point of contact for marrgo clients and suppliers, addressing queries, concerns and requests. Managing and escalating customer complaints.Managing the marrgo inbox, this includes ensuring email enquiries are dealt with in a timely fashion, ensuring emails are organised in the correct folders, triaging emails and forwarding them on to the relevant individuals. This also include taking inbound calls from clients.Maintaining the buying website content ensuring all product and user information is accurate, actioning supplier product and price changes in a timely fashion.Maintaining the integrity of the data using established product categorisation and process.Adding new suppliers/ products/ users.· To collate user feedback through ‘hello@marrgo’ and action to improve online content.Work collaboratively across the entire Marr team to continuously improve the client experience.Own all marrgo data sources and assist in designing marrgo reporting to internal and external clients.Proactively working to ensure excellent client satisfaction.General administrative tasks (eg website domain tracking, booking meeting rooms, BCorp application etc.).Skills required:· Experience of working in a similar Customer Service role.· Excellent time management, communication and organisational skills.· Proactive attitude with strong attention to detail.· Strong administrative skills.· Process-driven approach and a desire to continuously drive improvement in client satisfaction.· Ability to work independently, own deadlines and multi-task.· A team player who can work well under pressure and maintain calmness during busy periods.· Comfortable using a range of IT systems (Microsoft Office packages, especially Microsoft Excel, HubSpot, SurveyMonkey or similar etc.) and a willingness to learn new ones.· Analytical skills are desirable.The successful candidate will receive:Competitive salary25 days holiday, excluding bank holidaysStatutory Pension (via Nest)Extremely supportive environmentFlexible workingOpportunity to be part of the exciting growth of the business and expand the role should they wishTraining investments (relevant to role, including support towards qualification)Job Type: Full-timeSalary: £25,000.00-£30,000.00 per yearBenefits:Company eventsCompany pensionWork from homeSchedule:Monday to FridayAbility to commute/relocate: London: reliably commute or plan to relocate before starting work (required)Experience:customer service: 1 year (preferred)Work Location: Hybrid remote in LondonExpected start date: 01/09/2023