Consumer Service Co-ordinator

Whyte & Mackay; Glasgow; On-site; GBP 22,000 - 29,000; Full time

Job summary

Whyte & Mackay is seeking a Consumer Service Coordinator to join our team in Scotland. You will be the primary contact for consumers across The Dalmore, Jura, Fettercairn and Tamnavulin and collaborate with Brand, Direct-to-Consumer, Distillery, and Quality teams to continually enhance their experience.

You’ll handle inquiries, online orders, and social media engagement, while developing FAQs and monitoring consumer trends to pre-empt questions and improve our service journey.

Qualifications

• Demonstrates excellent written and verbal communication skills.
• Proven ability to solve problems and deliver a great consumer experience.
• Comfortable communicating with diverse audiences.
• Has a consumer-first mindset and attention to detail.

Responsibilities

• Be the first point of contact for consumer enquiries across emails, website and other channels.
• Respond to common questions and coordinate with internal teams for complex queries.
• Support consumers across The Dalmore, Jura, Fettercairn and Tamnavulin brands.
• Develop FAQs and monitor online orders and consumer journeys to improve experience.
• Create reports and share consumer insights with stakeholders.
• Identify trends and opportunities to improve service efficiency.

Skills

Customer service

Communication

Problem solving

Digital literacy

Tools

Shopify

Power BI

CRM tools

Ecommerce platforms

Job description

Be the connection between our consumers and some of Scotland’s most exciting Single Malt brands.

At Whyte & Mackay, we’re looking for a Consumer Service Coordinator to join our team and help create brilliant consumer experiences across The Dalmore, Jura, Fettercairn and Tamnavulin.

This is an opportunity to get closer to our brands, our consumers and our growing direct-to-consumer channels, working across everything from consumer enquiries and online orders to social media engagement, insight and continuous improvement.

You’ll be the first point of contact for our consumers, helping make sure every interaction reflects the personality and standards of the brand they’re connecting with.

For this opportunity, great communication, organisation and a genuine passion for delivering an excellent consumer experience are key.

You don’t need to come from the whisky industry or have previous luxury brand experience. If you’re digitally confident, naturally curious, comfortable communicating with different people and enjoy solving problems, we’d love to hear from you.

What makes this opportunity different?

This isn't simply about answering consumer enquiries.

You'll have the opportunity to work across four of our Single Malt brands, collaborating with our Brand, Direct-to-Consumer, Distillery, Quality and operational teams to understand our consumers and continually improve their experience.

You’ll help us move beyond a reactive consumer service model by spotting trends, anticipating questions around launches and products, developing FAQs and looking for opportunities to make our service even better.

There’s a real digital element too. From eCommerce and online orders to social media monitoring, reporting and consumer insight, you'll gain exposure across a number of areas and build valuable experience along the way.

What you'll be doing

• Being the first point of contact for consumer enquiries across email, web and other consumer channels
• Responding to common questions and working with the right internal teams to resolve more complex enquiries
• Supporting consumers across The Dalmore, Jura, Fettercairn and Tamnavulin
• Working with our Brand and wider teams to anticipate consumer questions around new products, campaigns and launches
• Building and maintaining FAQs to help us provide quick, consistent and accurate responses
• Supporting our Direct-to-Consumer operation, monitoring online orders, tracking deliveries and helping ensure a smooth consumer journey
• Proactively monitoring social media and supporting consumer engagement
• Tracking enquiries and identifying common questions or emerging themes
• Helping develop reporting and sharing useful consumer insight with internal stakeholders
• Looking for new ideas and opportunities to improve our consumer service and make our processes more efficient

Who we're looking for

We're looking for someone who genuinely enjoys communicating with people and takes pride in creating a great experience.

You’ll be organised and comfortable managing different priorities, but you’ll also be curious. We want someone who doesn't just answer a question, but thinks about why it was asked, whether other consumers might have the same question and what we could do differently as a result.

You might already have experience in customer or consumer service, retail, hospitality, eCommerce, social media or another consumer-facing environment. What matters most is your ability to communicate brilliantly, solve problems and represent our brands in the right way.

You’ll bring:

Excellent written and verbal communication skills

A genuine consumer-first mindset and enthusiasm for delivering a great experience

Strong organisation and time-management skills

A proactive approach and the ability to solve problems

The ability to adapt your communication to different brands and consumers

Good digital skills and confidence using technology to manage information and produce reports

An interest in eCommerce, digital channels and social media

The confidence to identify trends and share consumer insight with colleagues

Experience with CRM tools, eCommerce platforms such as Shopify, reporting tools or Power BI would be helpful, but isn't essential

Luxury brand experience or an understanding of luxury consumers would be an advantage, but again, isn't essential

Why Whyte & Mackay?

This is an opportunity to build your experience in a business behind some of the world's most recognised whisky brands, including The Dalmore, Jura, Fettercairn and Tamnavulin.

You'll work with colleagues across our Brands, Distilleries, Quality, Direct-to-Consumer and wider teams, giving you exposure to lots of different parts of the business and the opportunity to understand what goes into creating an exceptional consumer experience from beginning to end.

Most importantly, we want you to bring your ideas.

We’re continuing to develop our consumer service offering, and you’ll have the opportunity to help us think differently about how we engage with consumers, use their feedback and make their experience even better.

If you're a great communicator who loves brands, enjoys helping people and wants to develop your experience across consumer engagement, digital, eCommerce and social media, we'd love to hear from you.