Customer Experience Advisor

COMPANY SHARES  | BONUS SCHEME | PENSION ENHANCEMENTS UP TO 10% | 4-WEEK SABBATICAL EVERY 5 YEARS | STAFF DISCOUNT | EXTRA HOLIDAY DAY EACH YEAR | ADDITIONAL PAY FOR EACH BEER EXAM PASSED

We love great craft beer. We want everyone to be as passionate about it as we are – and our central team are vital in this mission. Every single person in our team can shape our future for the better, whether that’s for our people, planet or our incredible beer. Because we expect great things from you, we give great things back. And not only that - we are a Best Places to Work employer 2023

HOP STOCK | We believe in sharing our success with our crew and have a unique Hop Stock benefit for our salaried team. That means you share in our success, and if we grow strongly, we win together.

PENSION ENHANCEMENT | We increase our contributions to your pension up to 10% of your salary so together we can properly invest in your future. And, since the statutory amount all businesses pay is 3%, our decision to pay above that shows we’re taking your future seriously.

4-WEEK SABBATICAL| After every 5 years here you will receive an additional 4 weeks off to spend doing whatever you want.

STAFF DISCOUNT | 25% off in bars, 30% off online and 50% off BrewDog Merch to fill up your fridge and your wardrobe* (*don’t put your hoody in the fridge though)

ADDITIONAL HOLIDAY DAYS | For every full year completed up to your 5^th year with us we add on one additional day’s leave above and beyond your initial entitlement. You therefore get an extra full week off at 5 years every single year onward to rest up.

BEER TRAINING | We love beer and we want you to love beer too, so we’ll support you through the internationally-recognised Cicerone qualifications, so you can love it almost as much as we do. We’ll also pay you more for each level you pass.

AND A LOT MORE | Okay, deep breath… enhanced sick pay, healthcare, life assurance, high street retail discounts, employee assistance programmes, enhanced family friendly policies around maternity and paternity leave, pawternity leave, DE+I and crew forum groups and an allowance to quality check some beers each month!

We’re also the world’s first carbon negative beer business. We’re focused on making sure that we, and future generations, have a planet to brew great beer on. Our industry leading techniques help us create and deliver unique beer whilst doing our bit (and others’) for the environment.

We are in pursuit of a committed and empathetic Customer Experience Advisor to become an asset in the wider Marketing team. The ideal candidate will be a talented and enthusiastic individual who is passionate about delivering exceptional customer experiences. As a Customer Experience Advisor, you will play a pivotal role in responding to customer enquiries, addressing concerns, and ensuring they feel connected and satisfied with our brand. 

1. Customer Interaction: Contribute to the creation and execution of community-strengthening projects aimed at enhancing customer satisfaction and promoting loyalty via various communication channels (email, chat, social media).

2. Issue Resolution: investigate, troubleshoot, and resolve customer issues, working collaboratively with wider teams in the business to ensure timely and satisfactory resolutions.

3. Product and Service Expertise: Develop and have confidence in an in-depth understanding of our products and services to provide accurate and comprehensive information to customers, assistant with product selection, usage guidance and technical support as well as being up to date with anything business related.

4. Engagement and Community Building: Engage with customers on social media, forums, and online platforms to answer questions, address concerns, build customer rapport and create a lasting and positive community environment.

5. Timely Response: Ensure that customer enquiries are handled promptly and efficiently whilst maintaining the highest standards of service and escalate where required to meet customer expectations and uphold our brand reputation.

6. Collaboration: Work closely with internal and external cross-functional teams to coordinate efforts, share customer insights and align on process improvements are applicable.

7. Personal Development: Participate in training sessions and share knowledge with fellow advisors to ensure customers are receiving across the board experiences.

8. Schedule Management: Be flexible in helping to manage the Customer Experience’s team schedule to ensure appropriate cover during peak periods.

9. Process Enhancement: Contribute to the development and implementation of processes that assist in providing customers with consistent and exceptional services across all interaction platforms.

10. Feedback Analysis: Analyse customer feedback and data to identify trends, areas of improvement and opportunities to enhance the customer experience.

11. Collaboration with Marketing: Collaborate with marketing team to create engaging content that promotes our products, service, and community initiatives as well as getting involved with in person marketing events.

12. Budget and KPI Management: Assist in managing budgets, track KPIs and report progress regularly to ensure targets are met. 

• Prior experience in a Customer Experience role, ideally with exposure to community engagement or hospitality industries.
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving abilities and attention to detail.
• Ability to analyse data and customer feedback to drive improvements.
• Enthusiasm for encouraging a sense of community and customer loyalty.
• Proficiency in using Customer Experience tools and platforms.
• Adaptability in a fast-paced and evolving environment.
• Technical aptitude for understanding products and providing technical support.