Customer Retention Specialist

Responsible to: Head of Customer Service

Job Purpose: At the heart of this role is something pretty simple: talking to our customers. You’ll bring a human touch to retention, proactively reaching out at key moments in the customer journey, starting genuine conversations and looking for opportunities to make their experience better. Our subscribers will be a big focus; ideally, we want every customer who cancels to hear from us personally!

This is a brand-new role at Rave, sitting within Customer Services but working closely with Marketing. That means there’s plenty of scope to shape it: testing what works, helping define how we approach proactive retention and evolving the role as we learn more about what makes the biggest difference to our customers.

Key Responsibilities

• > Take a proactive, personal approach to subscription retention, reaching out to customers who cancel to understand why they’re leaving and, where it feels right, see if there’s something we can do to keep them.
• > Look for the signs before someone cancels, using subscription, purchase and engagement behaviour to identify customers who might be about to jump ship.
• > Test different ways of saving and winning back customers; from better help, product recommendations, incentives or simply a well-timed conversation.
• > Work with Marketing, Ecommerce and Customer Services to spot where wider changes to our subscription experience could help keep customers with us for longer.
• > Help us identify our most loyal and valuable customers, as well as those showing signs that they could become some of our best, and find ways to nurture those relationships.
• > Shape what a brilliant Rave VIP experience looks like, including how we reward loyalty with an enhanced level of service.
• > Build better feedback loops between our customers and the wider business, making sure useful insight doesn’t get lost in individual conversations or support tickets.
• > Help us join up what customers say with what they actually do, using both conversations and customer data to build a better picture of what’s working and what isn’t.
• > Track the impact of retention activity across areas such as subscription churn, customer saves, win-back and longer-term customer value.

Person Specification – Knowledge, Skills and Experience

• > Previous experience in customer retention, CRM, loyalty, subscriptions or a similar customer-focused role.
• > Strong written and verbal communication skills and a genuine desire to talk to customers.
• > Good judgement and a level head when it comes to customer feedback.
• > Commercial awareness and an understanding of the value of building long-term customer relationships.
• > Confidence working with customer data and using it to identify trends and opportunities.
• > A curious and proactive approach. If customers suddenly start behaving differently, we want someone asking ‘why’?
• > An interest in testing new ideas, measuring their impact and using what you learn to make the next thing better.
• > Strong organisational skills and the ability to manage proactive customer outreach alongside wider retention projects.
• > Willingness and ability to work some weekends. We roast and post coffee seven days a week, and some proactive customer outreach will make more sense at weekends!
  

Please email jobs@ravecoffee.co.uk to apply!

Dispatch Assistant

Responsible to: Dispatch Team Leader
Job Purpose: To handle all dispatch activities accurately in line with high quality standards in preparation for dispatch.

Key Responsibilities

• > Handling all dispatch activities in line with agreed Standard Operating Procedures accurately fulfilling customer orders
  > Ensure accuracy of customer labeling ensuring correct checks and controls are adhered to ahead of the daily shipment
  > Package and prepare for shipment non coffee periphery products
  > Maintain dispatch consumable items in good supply and accessible safely
  > Support warehouse operations including stocktakes, uploading deliveries and other duties as required by warehouse
  > Maintain high standards of cleanliness and housekeeping of work area and throughout the production facility in general
  > Work collaboratively with other parts of the production facility including Roasting and Production ensuring the flow of product is timely
  > Support colleagues on ad hoc troubleshooting and problem solving, as well as when operational resourcing demands require to support other activities
  > To actively contribute to Rave's social and environmental objectives, fostering a culture of responsibility and positive impact
  > Awareness of personal health and safety at work, as well as the safety of others, by adhering to established protocols, identifying potential risks, and promptly reporting any concerns to ensure a secure work environment for all

Person Specification – Knowledge, Skills and Experience

• > Able to work efficiently, calmly and with accuracy
  > Attention to detail ensuring customers receive the right product or service on time
  > Ability to work collaboratively with others treating colleagues and all stakeholders with respect and common courtesy
  > Demonstrate support and care for others in the pursuit of the common goals for the business
  > Communication skills including listening skills and a questioning style
  > Self motivated

Please email jobs@ravecoffee.co.uk to apply!

Production Assistant

Responsible to: Production Team Leader
Job Purpose: To handle all production activities accurately in line with high quality standards in preparation for dispatch.

Key Responsibilities

• > Weighing and grinding coffee ensuring accuracy of weight and grind quality
  > Filling and sealing bags with care and attention in preparation of dispatch
  > Handling product in line with food and other safety standards working to agreed Standard Operating Procedures
  > Maintain high standards of cleanliness and housekeeping of work area and throughout the production facility in general
  > Support warehouse operations including stocktakes, uploading deliveries and other duties as required by warehouse
  > Work collaboratively with other parts of the production facility including Roasting and Dispatch ensuring the flow of product is timely
  > Support colleagues on ad hoc troubleshooting and problem solving, as well as when operational resourcing demands require to support other activities
  > To actively contribute to Rave's social and environmental objectives, fostering a culture of responsibility and positive impact 
  > Awareness of personal health and safety at work, as well as the safety of others, by adhering to established protocols, identifying potential risks, and promptly reporting any concerns to ensure a secure work environment for all

Person Specification – Knowledge, Skills and Experience

• > Able to work efficiently, calmly and with accuracy
  > Attention to detail ensuring customers receive the right product or service on time
  > Ability to work collaboratively with others treating colleagues and all stakeholders with respect and common courtesy
  > Demonstrate support and care for others in the pursuit of the common goals for the business
  > Communication skills including listening skills and a questioning style
  > Self motivated

Please email jobs@ravecoffee.co.uk to apply!

Production Roaster

Responsible to: Production Roasting Team Leader
Job Purpose: To carry out daily coffee roasting operations in line with production schedules, quality standards and operational procedures.

Key Responsibilities

• > Perform all opening procedures and roasting equipment start-up systems
  > Review daily roasting schedules and prepare production batches accordingly
  > Roast coffee to order requirements using approved roasting profiles and procedures
  > Monitor roasting quality and ensure consistency throughout production
  > Maintain cleanliness and organisation within the roasting department
  > Support preventative maintenance and upkeep of roasting equipment
  > Weigh and prepare green coffee batches ready for roasting
  > Assist with the organisation and management of the green coffee store
  > Participate in departmental tastings, cuppings and sensory activities
  > Support Production Roasting Team Leader with continuous improvement initiatives
  > Work collaboratively with the Coffee Quality & Training Lead to support coffee quality standards
  > Support other operational departments where required
  > Contribute positively to company social and environmental objectives
  > Follow all health and safety procedures and maintain safe working practices

Person Specification – Knowledge, Skills and Experience

• > Passion for coffee and interest in roasting production
  > Previous roasting or production experience desirable
  > Comfortable with physical work including lifting and stock handling
  > Strong attention to detail and consistency
  > Able to work calmly and efficiently under pressure
  > Team player with collaborative working style
  > Technical aptitude and confidence with software systems and machinery
  > Self-motivated with willingness to learn and develop

Please email jobs@ravecoffee.co.uk to apply!

Roasting Assistant

Responsible to: Production Roasting Team Leader
Job Purpose: To support the roasting department with daily production activities while developing knowledge and skills within coffee roasting operations.

Working Hours: 

The operational hours of Rave are from 6.00am to 9.00pm 7 days a week. The full time working week is 37.5 hours on a 5 over 7 day arrangement, meaning a full time worker would be required to work 5 out of 7 days. You may be required to work any day of the week including weekends and Bank Holidays.  

Key Responsibilities

• > Assist with the day-to-day running of the roasting department 
• > Support Production Roasters with preparation and production activities 
• > Assist with weighing and preparing green coffee batches for roasting 
• > Help maintain cleanliness and organisation of the roasting department and green coffee store 
• > Support equipment cleaning and basic maintenance procedures 
• > Assist with stock movement, deliveries and general operational tasks 
• > Participate in coffee tastings, cuppings and sensory learning opportunities 
• > Develop understanding of roasting equipment, procedures and coffee production processes 
• > Support other departments where operational needs require 
• > Work collaboratively with colleagues across the business 
• > Contribute positively to company social and environmental objectives 
• > Follow all health and safety procedures and safe working practices 

Person Specification – Knowledge, Skills and Experience

• > Passion for coffee and willingness to learn 
• > Positive and proactive attitude 
• > Comfortable with physical work including lifting and stock handling 
• > Strong teamwork and communication skills 
• > Organised and reliable approach to work 
• > Ability to work efficiently and accurately 
• > Interest in developing technical and sensory coffee knowledge 
• > Flexible approach and willingness to support operational needs

Please email jobs@ravecoffee.co.uk to apply!

Warehouse Operative

Responsible to: Operations Manager
Job Purpose: To handle all Warehouse activities in line with all regulatory, best practice and safety standards in order to support the efficiency of the Roasting, Production and Dispatch deliverables.

Key Responsibilities

• > Receiving goods in and carrying out full inspection and unpacking procedures
  > Implement and manage accurate inventory control procedures
  > Manage stock replenishment and stock movement ready for picking and packing
  > Manage stock in line with agreed SOP ensuring good rotation practices
  > Handle the management of ‘Green’ product in line with required regulatory requirements for ‘Green’ product
  > Identification and investigation of inventory and stock issues through accuracy of stock control and tracking procedures
  > Identification and escalation of risks or emergent issues in regards to inventory control and stock management
  > Operate Fork Lift Truck as required in line with all safety standards
  > Complete any risk assessments required associated with Warehouse activities and the use of the Fork Lift Truck and manual handling tasks
  > Maintain high standards of cleanliness and housekeeping of work area and throughout the production facility in general
  > Work collaboratively with other parts of the production facility including Roasting and Dispatch ensuring the flow of product is timely
  > Support colleagues on ad hoc troubleshooting and problem solving, as well as when operational resourcing demands require to support other activities
  > To actively contribute to Rave's social and environmental objectives, fostering a culture of responsibility and positive impact
  > Awareness of personal health and safety at work, as well as the safety of others, by adhering to established protocols, identifying potential risks and promptly reporting any concerns to ensure a secure work environment for all

Person Specification – Knowledge, Skills and Experience

• > Able to work efficiently, calmly and with accuracy
  > Attention to detail ensuring customers receive the right product or service on time
  > Ability to work collaboratively with others treating colleagues and all stakeholders with respect and common courtesy
  > Demonstrate support and care for others in the pursuit of the common goals for the business
  > Communication skills including listening skills and a questioning style
  > Self motivated

Other Essential Requirements

• > Forklift truck driving license

Please email jobs@ravecoffee.co.uk to apply!