Customer Support Executive (2)

About FareShareOur Vision: A UK where "No good food goes to waste". We are UK's national network of charitable food redistributors, made up of 18 independent organisations. Together, we take good quality surplus food from right across the food industry and get it to approximately 8,500 frontline charities and community groups. Every week we provide enough food to create almost a million meals for vulnerable people. There has never been a more exciting time to join an organisation at the heart of public consciousness. For more information visit: fareshare. org.

ukFareShare is an equal opportunity employer, and we welcome applications from all backgrounds and abilities and as a Disability Confident Employer, we provide reasonable adjustments. We aim to recruit from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our commitment to redistributing surplus food, come and join us. The roleThe Customer Support Executive plays a key role in driving FareShare's mission to fight food poverty by providing exceptional support to both internal and external stakeholders.

With in-depth knowledge of FareShare Go policies, systems, and platforms, you'll use your strong communication and problem-solving skills to address partner inquiries, uncover root causes, and ensure timely resolutions. Beyond individual cases, you'll identify trends and suggest improvements to enhance our services. Relationship-building is at the heart of this role—whether managing customer concerns, resolving conflicts, or collaborating with colleagues, you'll be pivotal in delivering a top-tier experience. As a brand ambassador, you'll advocate for our community partners, ensuring food reaches those in need across the UK. Main areas of responsibilityResolving Support Issues:

Provide high-quality, seamless support to charities, promptly addressing issues and escalating to relevant stakeholders when necessaryCharity Compliance: Manage charity compliance across one of four FSGo regions, ensuring KPIs are met through effective reporting, analysis, and communication with charitiesCRM Management: Utilize the CRM system to maintain accurate records of charities and scheduled donations, ensuring smooth operations and up-to-date informationSupporting Regional Teams: Collaborate with regional field teams to transition charities from initial onboarding to ongoing support, aiding in engagement and retention effortsStakeholder Support: Work with the data support team to analyse performance, track trends, and proactively address key issues.

Collaborate with retailer partners and tech suppliers to resolve problems and fulfil requestsCharity Recruitment & Lead Generation: Assess charity eligibility and their capacity for surplus food, aiming to maximize donations.

Assist with the rollout of new retailers and pilot initiativesAdvocate for community partners and help ensure food reaches those in need, supporting FareShare's mission to combat food poverty in the UKRequirementsEssential Criteria Strong communication and interpersonal skillsExcellent analytical abilities with a keen attention to detailEmpathetic team player, with a collaborative approachExceptional time management and the ability to prioritize tasks effectivelyStrong relationship-building skills, fostering trust and collaborationHighly organized, with a proven track record of delivering high-quality resultsAbility to manage and analyse data efficientlyDemonstrated capability to build cross-team connections and share best practicesFlexibility to travel across the UK as needed for the role Desirable CriteriaFamiliarity with CRM platforms, particularly SalesforceExperience using Power BI for reporting and analysisIndependent, innovative, and creative thinkerProven track record in similar roles across any sectorUnderstanding of the "not-for-profit" sectorPrevious experience working with food waste in either an academic or professional context is a plusBenefitsSalary Banding £22,932 - £23,170Hybrid / Flexible working, with regular UK travel28 days' annual leave + 8 bank holidaysEmployers pension contributionEmployee Assistance ProgramInterest free bicycle purchase loan schemeSeason ticket loan