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Customer Service Agent

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Date: 06-May-2022

Location: High Wycombe, GB

Company: Hovis

Customer Service Agent:


Welcome to Hovis. We are the proud guardians of over 130 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. 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.


We are 2,800 people working within 8 bakeries, 1 flour mill, and 2 regional distribution centres across the UK. 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 based in our head office in High Wycombe. We are a values-led business and expect our colleagues to live, breathe, and embed Quality, Accountability, and Trust into their ways of working.


The role:


A fantastic opportunity has arisen for an experienced Customer Service Agent to join the team, to enable Hovis to deliver on its vision of being the best quality brand in bakery. We are looking for an agent to support the delivery of business strategy through maximising the organisation's capability and resource and ensuring quality is at the heart of everything we do.


Working with the HR and central support teams, some of the key accountabilities include;


  • Provide an exceptional customer and consumer experience through effectively responding to their enquiry through a variety of communication channels.  
  • You will work collaboratively with internal and external customers to resolve their enquiries in a skilful and professional manner ensuring a timely and qualitative resolution. 
  • You will 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 will operate 7 days per week based in High Wycombe for 5 days and with home working at the weekend.


Key Accountabilities


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


Customer Queries - 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. 


Consumer Queries - 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.


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



The ideal candidate will be one that is passionate not only about the work they do but the brand they work for, takes ownership of what they do, and is able to influence multiple stakeholders in the right way. They will also be able to focus individuals on specific tasks and behaviours, by bringing a positive, encouraging and consistent behaviour and are able to create a compelling story for the future as well as role model the Hovis Leadership Standards.


Ideal Experiences / Qualifications / Capabilities:


  • Educated to GCSE/O’Level standard including Maths and English 
  • Confident telephone manner, including good communication and listening skills
  • Ability to deal calmly and professionally with challenging calls 
  • Computer literate and accurate in data capturing 
  • Exceptional grammar and letter writing skills
  • Agents work on a full or part-time rota and should be flexible to work between the operational hours of the hub
  • Flexibility to work a rota including weekends and Bank holidays (other than Christmas Day)
  • Be able to work independently and multi task
  • Ability to develop great relationships with customers and consumers

Why work for us and our benefits:

At Hovis, we understand the importance of looking after our colleagues, so we provide a variety of benefits in addition to their salaries. The benefits we provide at Hovis are as varied as the people who receive them but they are offered with the intention of creating value to them personally over and above their salaries

  • There are a range of colleague benefits available, which individuals can select based on their needs.
  • Our benefits scheme is called Hovis Choice, which offers a variety of savings and cashback offers on day to day living and much more including eyecare vouchers, and a healthcare scheme to suit everyone.  It also includes our Cycle to Work scheme where you can obtain a brand new bike at a significant saving
  • We offer enhanced annual leave and maternity/paternity leave, and flexibility where possible in order to create a healthy work-life balance
  • We celebrate loyalty with our generous long service and colleague recognition schemes
  • We offer three levels of pension


Hovis values diversity and is committed to promoting equal opportunities in the workplace.

Every job applicant, employee or worker will be treated fairly and equally with dignity and respect regardless of age, disability, gender reassignment, marital or civil partner status,

pregnancy or maternity, race, colour, social class, nationality, ethnic or national origin, religious belief, union membership, political opinion, sex, sexual orientation or any other protected characteristic.