Customer Experience Executive

Setting the scene…

We are Ian Macleod Distillers (IMD), a fourth generation family owned and managed whisky and spirits business operating across the UK and internationally. We are producers of multi award winning premium whisky and gin with many other whiskies and spirits as part of our exquisite portfolio. Crafting Spirits with Passion is what we do best… not only are we brand builders, but we are also producers, distributors and suppliers in Business to Business and Business to Consumer channels. We are a brand led, successful family business with our spirits (people and brands), at our very core. Driven by passion, enthusiasm, and solid business values, we are a business you will want to take a look at!

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Our opportunity…

Here at IMD, we strive to deliver a truly positive and engaging customer experience throughout all the key touch points in the customer journey with us. As we continue to grow and expand our business, we have been looking at opportunities to enable us to further enhance and refine the customer experience.

We are therefore currently looking for a passionate and engaging individual, who has customer experience at the heart and soul of what they do, to join our IMD family as part of our established Customer Experience team on a permanent and full-time basis.

As a Customer Experience Executive, you will be the primary contact and provide best-in-class customer service across multiple facets of our business including all our ecommerce and trade sale customers, our Brand Homes department and managing general brand enquiries, providing timely and resolution focused support, escalating queries to the relevant person or department as required. It is therefore imperative that the successful candidate has the ability to build strong working relationships with key internal and external stakeholders. It is critical that the role holder acts as a brand representative at all times and has excellent written and verbal communication skills. In addition, having the ability to work autonomously and independently, delivering support in a timely and proactive manner is essential.

We are looking for an omni channel expert across telephony, email and other digital specialisms who has a minimum of 2-3 years’ experience working in a similar customer experience role to ours and we would welcome the successful candidate’s insight and creative suggestions to help us improve the overall customer experience and journey. Ideally the successful candidate will have previous experience across both ecommerce and trade customers, in addition to having experience working within the whisky and spirits industry (desirable).

The role will initially be based at our office in Broxburn however, following full induction and training, some hybrid working opportunities will be available.  The role will be working on a 5 from 7-day basis which over time will include weekend work. Candidates must be able to demonstrate that they currently have the required documents to live and work in the UK.

Next steps…

Our Customer Experience Executive role is a varied and rewarding role so… if this type of role excites you then we’d love to hear from you!

To apply for this opportunity, click the ‘apply now’ button to create your own recruitment account with us and submit your application and CV. Please remember that along with your CV, you will need to answer some key questions and submit a tailored cover letter, clearly outlining why your skills and previous experiences are a perfect fit to what we are looking for! This is your opportunity to make yourself stand out from the crowd!

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out!