CommuniTEA Experience Team Member

Who are Bird & Blend Tea co?

Bird & Blend was set up and is run by Krisi and Mike, who met whilst studying Politics (of all things!) at university. Starting off by packing tea in their bedroom, attending markets, and building Bird & Blend from scratch while staying true to our ethos and values have been Krisi and Mike’s passions. Now with an awesome team, multiple retail stores & a thriving international online store, Bird & Blend is leading the way in tea innovation in the UK. You can read heaps more information about us and our mission here:https://www.birdandblendtea.com/pages/our-story

The Business Context & Purpose

• Currently we have over 200 employees across our warehouse, retail locations, and support centre functions. We currently have 25 stores across the UK, so have grown rapidly in the last 2 years. 
• Over the next 3 years, our purpose is to be known & loved as a great place to work, that empowers our people to:

1. Deliver awesome experiences that make our customers smile
2. Build a community of ambassadors to tell the story and spread the word
3. Develop trailblazing products & experiences in our magical world of tea

Why We Need You

At Bird & Blend, our customers, affectionately known as 'Teabirds', are at the heart of everything we do. Delivering exceptional, above-and-beyond service isn't just a goal—it's our passion! As we continue to grow both online and in-store, we're looking for a dedicated and enthusiastic Customer Service Team Member to join our CommuniTEA Experience team. If you love making people smile, solving problems, and sharing your passion for our magical world of tea, we want to hear from you!

What does a Customer Service Team Member do?

Our CommuniTEA Experience team is responsible for all inbound communication channels, ensuring that every customer receives the same high levels of service and brand passion remotely as they would in our stores. We’re passionate about building meaningful connections and creating magical moments that leave every customer feeling valued, heard, and appreciated.

You’ll be the friendly voice and helpful problem-solver for our customers across phone, email, social media, and live chat. You will ensure all inbound communications are responded to in a timely and helpful manner, consistently reflecting our high standards. We’re looking for someone who is highly organised, proactive, and passionate about spreading happiness with every interaction. We love getting to know each person we interact with, sharing our tea knowledge and brand passion, and creating moments that make each customer feel special.

Key Responsibilities

• Customer Interaction: Deliver outstanding service via phone, email, chat, and social media, ensuring every customer feels valued and heard. We’re Spreading Happiness by creating magical moments for our customers and making their day brighter through every interaction.
  
  
• Issue Resolution: Effectively manage and resolve customer complaints, concerns, or issues professionally, empathetically, and efficiently. We Give & Take Empowerment, handling every situation with confidence and care, while taking responsibility to provide the best solution.
  
  
• Product Knowledge: Develop and demonstrate in-depth knowledge of Bird & Blend products enabling you to provide accurate and helpful information to our customers. We’re Passionate People, and that passion drives us to deliver exceptional customer interactions and experiences that feel special and magical.
  
  
• Order Assistance: Support customers with order placements, tracking, returns, and exchanges, ensuring they receive a smooth and seamless experience with every step.
  
  
• Feedback Handling: Gather and share customer feedback to continuously improve our service. We’re Always Moving Forward, always eager to learn from our customers and improve the way we do things. We embrace change and adapt to ensure we’re delivering the best possible service.
  
  
• Customer Retention: Build lasting relationships by providing a personal touch, making each Teabird feel special. As individuals, we celebrate what makes every customer unique and bring our authentic selves to every interaction.
  
  
• Collaboration: Work closely with other teams to ensure a seamless and joyful customer experience. We Are One Team!, collaborating and helping each other to create moments of magic, no matter what department we belong to.
  
  
• CRM Usage: Maintain accurate customer records and interactions using CRM tools to help create more personal and meaningful connections with each customer.

Skills, experience & attributes:

• Proven experience in customer service, retail, or similar customer-facing roles, with a passion for Spreading Happiness and making every interaction count.
• Excellent verbal and written communication skills, ensuring that every message reflects our commitment to creating magical moments and connecting with people in meaningful ways.
• Strong problem-solving abilities with a proactive, resourceful approach, empowered to make decisions and take ownership, ensuring customers feel heard and valued.
• Ability to multitask in a fast-paced environment while maintaining a high standard of service, with a focus on creating a positive experience even during busy moments.
• Strong emotional intelligence and empathy, with the ability to handle difficult situations with care, respecting each individual’s unique needs and ensuring everyone is treated with kindness and respect. This role requires you to remain calm under pressure and manage challenges efficiently, viewing them as opportunities for growth.
• Familiarity with customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) is a plus, enabling smooth, efficient service that reflects our brand’s values.
• Comfortable using G-Suite Applications such as Gmail, Google Docs, and Google Sheets (or Excel), ensuring efficient and organised communication.
• A positive, friendly, and approachable demeanour, always ready to bring your authentic self to work and build lasting relationships with customers and colleagues alike.
• Detail-oriented with strong organisational skills, helping to ensure that every aspect of the customer journey is managed with care and attention to detail.
• Ability to work both independently and collaboratively, thriving in a team environment where we support each other and work together to make every customer interaction magical. We value teamwork, and everyone’s contribution is essential to creating moments of magic.
• You’ll also be expected to work according to established procedures and standards, ensuring that your work is consistent, thorough, and aligned with our values. Taking responsibility for your role and continuously improving is a key part of the role.

Are there any perks? Of course there are, for all the hard work you will get:

• We are proud to be a Sunday Times Best Places To Work 2024 employer.
• Friendly and supportive team culture: Enjoy working alongside a team of like-minded individuals who value collaboration, camaraderie, and fun in the workplace.
• Membership of company pension scheme (if applicable): Secure your financial future with enrollment in a company-sponsored pension scheme, ensuring peace of mind and financial stability in retirement.
• Holiday accrual that grows with loyalty: Enjoy 25 days holiday (plus bank holidays ) as a token of appreciation for your dedication and loyalty to the organisation, providing you with ample opportunities for rest and relaxation. This entitlement increases with service.
• Life Insurance & Income Protection: providing financial security and peace of mind for you and your families.
• Health Cash Plan: after one year service we will enrol you into our Health Cash Plan which will allow you to claim back money for dental, optical, prescription charges etc. Specific information on this scheme will be shared with you.
• Life Happens Leave: Sometimes life can throw unexpected challenges our way, we offer paid leave specifically dedicated to these situations to provide employees with the time and space needed.
• Complimentary drinks and snacks: Stay refreshed and energised throughout the day with a variety of free drinks and snacks provided in the office.
• Monthly tea allowance and generous staff discount: Indulge in your favourite teas while benefiting from a discount on company products, fostering a culture of enjoyment and appreciation.
• Employee Assistance Programme: Access confidential and professional mental health support services to prioritise your well-being and address any personal or work-related challenges.
• Bike to Work and Electric Vehicle Schemes: Take advantage of a sustainable transportation option, contribute to environmental conservation, and benefit from tax-efficient savings.
• Paid volunteer days: Make a positive impact in our community by participating in volunteer activities during dedicated paid volunteer days, fostering a culture of corporate social responsibility and giving back.
• Dog-friendly office: Bring your furry friend to work and enjoy a pet-friendly environment that promotes work-life balance and companionship.
• We also have enhanced family friendly policies, offer flexible working and are always open to discussing your individual circumstances!

Our Commitment to Sustainability & Ethical Practices

At Bird & Blend, people and the planet are at the core of everything we do. As a certified B Corp, we are committed to sustainability, ethical sourcing, and creating a positive impact. We’re looking for team members who share our values and are passionate about making a difference. Prior experience in sustainability-focused work is a bonus, but full training is provided.

What Are the Hours?

This is a full-time, permanent position (40 hours per week), with hours worked within our core operating times of Monday to Friday, 08:00 - 18:00. The role is hybrid, requiring in-office presence in our Goring-by-Sea location at least twice a week. While most hours will be within these core times, there may be some weekend and evening shifts during peak seasons, with flexibility required to support our busiest moments. We’re looking for team members who are reliable, adaptable, and excited to help us during these high-energy times!

Inclusion & Diversity

We are committed to creating an inclusive and welcoming workplace where everyone can bring their true selves to work. Applications are encouraged from individuals of all backgrounds, regardless of age, disability, gender, sexual orientation, race, religion, or belief. If you require any reasonable adjustments during the application or interview process, please let us know.

Ready to be part of something magical? Join us in spreading happiness, one cup of tea at a time!