Customer Support Executive

The Felix Project; Sheffield; On-site; GBP 26,000 - 34,000; Full time

Job summary

The Felix Project in Sheffield is seeking a proactive support officer to work with charities and partners across the UK food rescue network. You will handle policy and system queries, maintain CRM records, and escalate issues to relevant stakeholders, ensuring timely resolutions.

You will collaborate with regional teams, analyse performance with Power BI, and help onboard and retain charity partners while promoting the charity's mission to rescue surplus food and reduce waste.

Qualifications

• Not-for-profit experience whether in employment or as a volunteer
• Experience of working in a customer service role
• Excellent communication skills both written and verbal
• Proficient in the use of Microsoft Office tools
• Experience of using Power BI for reporting and analysis
• User experience of CRM platforms (Salesforce)

Responsibilities

• Provision of high quality support to charities, addressing issues and escalating to relevant stakeholders where necessary
• Managing charity compliance across a designated Felix Go region
• Utilisation of the CRM system to maintain accurate and up-to-date records of scheduled donations
• Collaborate with regional field teams to transition charities from initial onboarding to ongoing support, aiding engagement and retention efforts
• 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 requests
• Assess charity eligibility and their capacity for surplus food, aiming to maximise donations and assisting with the rollout of new retailers and pilot initiatives

Skills

Customer service

Communication skills

Problem solving

Data analysis

Tools

Salesforce

Power BI

Microsoft Office

Job description

Providing exceptional support to both internal and external stakeholders on policies, systems and platforms, through strong communication and problem solving skills to address partner enquiries, root cause problems, and provide timely resolutions., Your normal duties and responsibilities will be set out in your job description. However, the charity may require you to perform other duties from time to time.

• Provision of high quality support to charities, addressing issues and escalating to relevant stakeholders where necessary
• Managing charity compliance across a designated Felix Go region
• Utilisation of the CRM system to maintain accurate and up-to-date records of scheduled donations
• Collaborate with regional field teams to transition charities from initial onboarding to ongoing support, aiding engagement and retention efforts
• 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 requests
• Assess charity eligibility and their capacity for surplus food, aiming to maximise donations and assisting with the rollout of new retailers and pilot initiatives

Previous experience working with food waste in either an academic or professional context

• Not-for-profit experience whether in employment or as a volunteer
• Experience of working in a customer service role
• Excellent communication skills both written and verbal
• Proficient in the use of Microsoft Office tools
• Experience of using Power BI for reporting and analysis
• User experience of CRM platforms (Salesforce)

Together with 16 other independent charities, 18,000 volunteers, and thousands of partners, we are the UK's food rescue network, supporting 1.5 million people across the country.

We're about fuller plates, fuller communities, and fuller lives., At Felix, we are committed to promoting equality, diversity, and inclusion in everything we do. We value the unique contributions of every individual and strive to create a respectful, inclusive environment free from discrimination or prejudice. Our commitment extends to all employees, and volunteers, ensuring equal opportunities for everyone, regardless of background or characteristics.

Hours/Days per week: 35 hours per week, 9am - 5pm, Monday - Friday.

Requirements: Felix can only employ applicants who currently have the right to work in the UK. As part of our safer recruitment policy, we do ask questions regarding unspent criminal records

We are Felix

We bring people together to rescue, repurpose, and share surplus food that would otherwise go to waste, turning an environmental problem into a social opportunity.