Front of House/Customer Experience Manager
| Posting date: | 28 August 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | 20 minute paid lunchbreak; generous staff discount and free bottles of the month; staff incentive schemes |
| Hours: | Full time |
| Closing date: | 27 September 2024 |
| Location: | In the Welsh Wind Distillery, Tanygroes SA43 2HP |
| Remote working: | On-site only |
| Company: | In the Welsh Wind Distillery Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
Customer Experience Manager
About In the Welsh Wind
Based in the Gogerddan Arms, at Tanygroes, In the Welsh Wind Distillery offers bookable Gin Tasting and Gin Making experiences Thursday - Saturday and has recently launched a Cocktail Masterclass. We hold occasional evening events and may expand this offer through the year. The Distillery is open as a shop for the public to visit Monday - Saturday 9-5. We also sell through our online shop and pride ourselves on the level of customer service we provide, whether in person or online.
The role
The Customer Experience Manager role covers all aspects of our customer experience, and involves working with all other areas of the distillery (including Production, Sales and Marketing) to offer a seamless service to both retail customers (both online and in the distillery shop), to our Gin Tasters and Gin Makers, and our trade and wholesale customers. We will discuss the details of the role at interview.
Who we’re looking for
We’re looking for an enthusiastic, people-focussed team player to deliver our customer-facing gin and cocktail experiences, run the shop and handle post, online and trade orders and customer service. While the role is primarily based at the distillery, there may be occasions when you will be asked to support the wider team at events elsewhere.
You will be comfortable engaging with and managing groups of people (from 2 to 25 in number) in a fun and relaxed environment, and also able to wrap bottles like a ninja to fulfil online orders as the online shop and trade side of our business become busier. You will be confident with IT and be happy dealing with suppliers, raising complaints where necessary and benchmarking the services and products we buy in to support our retail experience. We look to make improvements every day to the way we work and what we do - a commitment to this approach to working is fundamental.
You will have a background in customer service, be positive and pro-active and able to think on your feet, with plenty of common sense. A detailed knowledge of spirits is not required (full training will be given) but you must be able to appreciate a good gin and be eager to learn more about spirits and spirits production.
The ability to speak Welsh is highly desirable for this role.
The contract will require Saturday and Bank Holiday working, and some evenings.
For more information - and for a Welsh Job Description or to submit an application (CV and covering letter/email explaining why you’d be perfect for the role) please email sally@inthewelshwind.co.uk. Previous applicants for this and similar roles need not apply.
Customer Experience Manager
Main purpose of job: To manage all aspects of our ‘front of house’ offering working within the wider team.
Department: Front of House
Location: In the Welsh Wind, Tanygroes, SA43 2HP
Position reports to: Marketing Manager
Length of contract: Permanent
Hours: 40 hours/week - to include Saturdays
Salary: TBC depending on experience; 20 minute paid lunch break; Staff perks including free bottles and generous discount; free uniform; ample parking
Key duties
- All aspects of the In the Welsh Wind ‘Front of House’ offering - covering Shop and Experiences - meet and greet, stock management, prepping, delivering and clearing down experiences
- Fulfilment of online sales and trade orders.
- Customer queries
- Stock management
- Key holder
- Effective management of/delegation to part time FoH Support staff to ensure their time is used fully and usefully
- Keeping on top of daily/weekly/monthly tasks - reviewing processes and checklists, and updating as necessary
- Keeping training up to date
- Content - contribution to ‘stories’ on Instagram/Facebook, using templates provided by Marketing team if required
- Sales calls - as advised by and in conjunction with the Sales team
- Delivering experiences outside of the distillery if/when appropriate and/or staffing at local shows; Sampling to help out Sales team as and when required
- Work as part of the wider distillery team where necessary to ensure business objectives are met
Relevant experience
Minimum of 2 years customer service experience, ideally in Food & Drink sector
Aptitude, skills and abilities
Excellent communicator
People focussed
Team player
Ability to manage time, and to work well under pressure, and unsupervised, as well as part of a team
Professional in conduct and appearance.
Happy to take instructions and work as part of a team
Genuine desire to be part of a passionate team crafting bespoke spirits
Embody our ethos, ethics and integrity and leave a positive impression with colleagues, customers and suppliers
IT literate
Personal attributes
English speaking
Welsh speaking (Highly Desirable)
Right to work in the UK (We cannot offer sponsorship)
Positive and enthusiastic
Friendly and approachable
Honest, reliable and trustworthy
Minimum of 5 GCSEs at grades A-C including Maths & English
About In the Welsh Wind
Based in the Gogerddan Arms, at Tanygroes, In the Welsh Wind Distillery offers bookable Gin Tasting and Gin Making experiences Thursday - Saturday and has recently launched a Cocktail Masterclass. We hold occasional evening events and may expand this offer through the year. The Distillery is open as a shop for the public to visit Monday - Saturday 9-5. We also sell through our online shop and pride ourselves on the level of customer service we provide, whether in person or online.
The role
The Customer Experience Manager role covers all aspects of our customer experience, and involves working with all other areas of the distillery (including Production, Sales and Marketing) to offer a seamless service to both retail customers (both online and in the distillery shop), to our Gin Tasters and Gin Makers, and our trade and wholesale customers. We will discuss the details of the role at interview.
Who we’re looking for
We’re looking for an enthusiastic, people-focussed team player to deliver our customer-facing gin and cocktail experiences, run the shop and handle post, online and trade orders and customer service. While the role is primarily based at the distillery, there may be occasions when you will be asked to support the wider team at events elsewhere.
You will be comfortable engaging with and managing groups of people (from 2 to 25 in number) in a fun and relaxed environment, and also able to wrap bottles like a ninja to fulfil online orders as the online shop and trade side of our business become busier. You will be confident with IT and be happy dealing with suppliers, raising complaints where necessary and benchmarking the services and products we buy in to support our retail experience. We look to make improvements every day to the way we work and what we do - a commitment to this approach to working is fundamental.
You will have a background in customer service, be positive and pro-active and able to think on your feet, with plenty of common sense. A detailed knowledge of spirits is not required (full training will be given) but you must be able to appreciate a good gin and be eager to learn more about spirits and spirits production.
The ability to speak Welsh is highly desirable for this role.
The contract will require Saturday and Bank Holiday working, and some evenings.
For more information - and for a Welsh Job Description or to submit an application (CV and covering letter/email explaining why you’d be perfect for the role) please email sally@inthewelshwind.co.uk. Previous applicants for this and similar roles need not apply.
Customer Experience Manager
Main purpose of job: To manage all aspects of our ‘front of house’ offering working within the wider team.
Department: Front of House
Location: In the Welsh Wind, Tanygroes, SA43 2HP
Position reports to: Marketing Manager
Length of contract: Permanent
Hours: 40 hours/week - to include Saturdays
Salary: TBC depending on experience; 20 minute paid lunch break; Staff perks including free bottles and generous discount; free uniform; ample parking
Key duties
- All aspects of the In the Welsh Wind ‘Front of House’ offering - covering Shop and Experiences - meet and greet, stock management, prepping, delivering and clearing down experiences
- Fulfilment of online sales and trade orders.
- Customer queries
- Stock management
- Key holder
- Effective management of/delegation to part time FoH Support staff to ensure their time is used fully and usefully
- Keeping on top of daily/weekly/monthly tasks - reviewing processes and checklists, and updating as necessary
- Keeping training up to date
- Content - contribution to ‘stories’ on Instagram/Facebook, using templates provided by Marketing team if required
- Sales calls - as advised by and in conjunction with the Sales team
- Delivering experiences outside of the distillery if/when appropriate and/or staffing at local shows; Sampling to help out Sales team as and when required
- Work as part of the wider distillery team where necessary to ensure business objectives are met
Relevant experience
Minimum of 2 years customer service experience, ideally in Food & Drink sector
Aptitude, skills and abilities
Excellent communicator
People focussed
Team player
Ability to manage time, and to work well under pressure, and unsupervised, as well as part of a team
Professional in conduct and appearance.
Happy to take instructions and work as part of a team
Genuine desire to be part of a passionate team crafting bespoke spirits
Embody our ethos, ethics and integrity and leave a positive impression with colleagues, customers and suppliers
IT literate
Personal attributes
English speaking
Welsh speaking (Highly Desirable)
Right to work in the UK (We cannot offer sponsorship)
Positive and enthusiastic
Friendly and approachable
Honest, reliable and trustworthy
Minimum of 5 GCSEs at grades A-C including Maths & English