So, what’s the role all about?  

A fantastic opportunity has arisen for an experienced Customer Service Agent to join our Head Office in High Wycombe to enable Hovis to deliver on its vision of being the best quality brand in bakery. 

You will provide an exceptional customer and consumer experience through effectively responding to their enquiry through a variety of communication channels.   

Working collaboratively with internal and external customers, you will support them by resolving their enquiries in a skilful and professional manner ensuring a timely and qualitative resolution.  You will also work as part of a team and as directed by your Team Leader in order to ensure that all SLA’s / KPI’s are met.   

The team operates 7 days per week, based in High Wycombe for 4 days with 1 day working from home alongside any weekend or bank holiday work.

Key Accountabilities: 

• Accurate data entry and interpretation of customer orders received via telephone and e-mail. Management of the daily order cut-off process  

• Provide professional first line response to customer (store) queries, concerns and complaints around deliveries. Subsequent outbound calls to customers and Hovis sites to conclude the query. Maintain the Hovis CRM system  

• Provide professional first line response to consumer queries, concerns and complaints via phone, email and social media around product, quality and process.  
  Subsequent outbound communication to Hovis sites and then the consumer to resolution. Maintain the Hovis CRM system  

• Creation and Issue of Customer Service Level Reports including interpretation of reported failures. Production and analysis of internal KPI reports  

What are the “must haves” from you?  

• Attention to detail  

• Good communication skills  

• Strong Excel Skills (essential)  

• Team player with "can do" attitude  

• Integrity and honesty  

• Ability to work to tight deadlines  

• Previous call-centre environment customer service-based experience    

• Confident telephone manner, including good communication and listening skills  

• Ability to deal calmly and professionally with challenging calls   

Ready to roll? Complete the application by Thursday 3rd October 2024 

Why choose Hovis? 

From breakfast to midnight snack, Hovis has been the heart of UK homes for generations with love in every loaf. Our rich heritage and delicious loaves of bread and bakery products are as good today as they've always been. We're proud to have over 133 years of baking experience producing some of the nation's favourite and fastest selling bakery goods. So loved in fact that Hovis products are ranked either number one or number two in bread loaves categories in all regions of the UK and Northern Ireland (1). 

Now, as we continue our story, we're looking for talented, dedicated and innovative people to join our exceptional Hovis team. You'll be joining an expert, trusted and empowered team of 2,800+ people who champion our iconic and much-loved brand, delivering the best quality range of Hovis bakery goods to happy consumers. We have some exciting times ahead as we continue to innovate and work hard to strengthen our brand, remaining a great bakery Company for years to come. 

Benefits baked in 

We pride ourselves on the benefits we offer our Hovis family. We continually review what rewards and benefits we provide, ensuring they reflect our core values. When we talk about Reward, we mean all the things you'll get in return for your contribution to our success.  

All colleagues can choose from a wide range of benefits in addition to salaries, based on their individual needs. We offer: 

• Competitive annual leave entitlement and flexibility where possible to create a healthy work-life balance and recharge your batter-ies 

• Generous long service awards and recognise outstanding colleague contributions through our recognition scheme 

• Three levels of pension scheme (so you can choose which works best for you now!) 

• A healthcare scheme that can be tailored to your needs 

• Access to the Aviva DigiCare+ Workplace App which includes; 'at home' Annual Health Check, Digital GP consultations, Nutritional Consultations, Second Medical Opinions and much more 

• Enhanced annual leave and maternity / paternity leave (and flexibility where possible to suit your needs) 

• Free on-site parking  

• Access to funded physiotherapy sessions 

• Wellbeing support and campaigns to help you stay active and healthy, be financially prepared, and support your mental well-being. 

• A benefits platform (Hovis Choice) where all colleagues can access: 

• A variety of savings and cashback offers on day-to-day living.  

• Eyecare vouchers.  

• Cycle to work scheme. 

Have your say and bake a difference 

We care about what our colleagues think and run annual engagement surveys to give you a chance to have a say; your feedback is valuable, and we strive to improve for all our colleagues year on year. 

Hovis pride and values 

Every day, we're churning out around 1.3 million delicious loaves of bread and bakery products throughout the UK and Ireland. Our success is a result of the hard work of our people; they are experts in their field whether it’s Baking, Manufacturing, Logistics, Engineering, or the many departments within the central functions team such as HSE, Technical, Procurement, Information Systems, HR, Central Supply Chain Planning, Commercial, Central Engineering, Marketing, Product Development and Finance and to name a few. We are a values-led business and expect our colleagues to live, breathe, and embed Quality, Accountability, and Trust into their ways of working. 

Hovis is for you if... 

• you enjoy being a part of a dynamic and interdependent team 

• your approach is muffin short of excellence 

• you rise to challenges, seeing them as a learning opportunity and value the rewards they bring 

• you feel that quality is paramount to in everything you do 

• you value trust and accountability  

• you are responsible and strive to do the right thing 

At Hovis, we believe in embracing diversity and creating a welcoming workplace for everyone. Whether you're applying for a job or already part of our team, we promise to treat you with fairness, respect, and dignity. You will be valued and included here at Hovis. 

Does this sound like the right environment for you? If so, we would love to hear from you.  

Caring for our planet and communities 

At Hovis® we believe that to continue to be a successful business we must remain socially responsible. This is just the top crust of how we care for our plant, our communities and people, read more about our sustainability and charity efforts on our website hovis.co.uk/doing-our-bit. 

• All our bread bags are recyclable, look out for the On Pack Recycling Logo (OPRL). We are members of the UK Plastic Pact run by WRAP, and continually investigating new sustainable packaging solutions and evaluating these against key criteria such as total packaging carbon footprint and minimising food waste. With support from government the Pact also aims to ensure consistent recycling across the UK. 

• We support over 850 charities up and down the country, including FareShare. We have donated hundreds of thousands of loaves of bread helping to support and feed thousands of people, breakfast clubs and coffee mornings.  

• Hovis proudly partners with GroceryAid, our colleagues take part in many fundraising events for this Grocery industry charity. A huge benefit of supporting GroceryAid is that our colleagues have access to comprehensive support services, such as mental health resources, wellness guidance, financial advice, and counselling. Additionally, eligible colleagues may benefit from financial grants in times of crisis or income disruption. 

Knead to know about Hovis: 

• We are the proud guardians of over 133 years of baking experience that make up our iconic and much-loved brand.  

• We produce bread and bakery products created with Hovis goodness at the heart of each and every one.  

• We deliver around 1.3million loaves, every day of the week throughout the UK and Ireland, where we also make Mothers Pride and Ormo products.  

• There's over 2,800 people working within 8 bakeries, 1 flour mill, and 2 regional distribution centres across the UK.  

• In 2020 Hovis was acquired by Endless Plc in an agreement that will allow us to make significant investment into the business infrastructure, grow our product range and achieve further growth in the bakery category.  

Source: (1) Nielsen. Total Coverage, excl. Discounters, by region, 52 w/e 15/06/24.