CLOSED: Customer Service & Distillery Tour Assistant (Fixed Term)

At Sipsmith, we have always been fuelled by people, purpose and occasionally by gin. In 2009, the Sipsmith founders Fairfax, Sam and Jared set out on a mission to bring gin back to its birthplace, London: to make it the way it used to be made, as it should be made. In turn, they created a legacy for what has become a global renaissance. The Sipsmith swan, the brand’s distinctive icon now seen around the world, started as an homage to the bespoke “swan’s neck” on the gin still, which gives Sipsmith gin its distinctive flavour and smoothness.

Since then, Sipsmith has grown by leaps and bounds, we have acquired new sites, new stills, and recruited new sippers around the world. In 2017 we joined forces with the Beam-Suntory family, a company which values heritage, craftsmanship and people as highly as we do, creating incredible opportunities for our people and brand.

In May 2021, we proudly became a B Corporation certified business and in turn articulated our long-term sustainability strategy of “Crafting a Better Future”, setting in motion a sense of purpose beyond profit in all that we do.

Meaningful change requires a great deal of hard paddling under the surface. We believe it’s our team here that drives our great culture, that makes our business what it is (on top of our world class gin). Our company values are the foundation of everything we do, and we work hard to ensure that everyone in the business loves what they do.

We like to think that we have created an incredible place to work: where you can be creative, autonomous, work with purpose and have fun at the same time. We’d love for you to come and join us.

Sipsmith is committed to building a culturally diverse, equitable and inclusive organisation, encouraging applicants from all backgrounds to apply for our opportunities.

Title: Customer Service & Distillery Tours Assistant (Fixed Term)

Term: Fixed term until 31st January 2025

Location: The Distillery, 83 Cranbrook Road, London W4 2LJ

Reports to: Senior Brand Activation & Experiences Manager

We are Sipsmith the gin that pioneered the gin renaissance, with an authentic and exciting story that supports our deliciously sippable gin and we’d love you to come help tell our story.

As our Customer Service & Distillery Tour Assistant you will play a key role as the first point of contact for all Sipsmith customers and visitors, while supporting the smooth running of the Distillery.

Exceedingly personable, organised and willing to go the extra mile, you’ll be supporting our Tours & Customer Service team by crafting deeper relationships with our Sippers, guests, staff and neighbours, sharing our brand values, passion and character with visitors through all our platforms.

What You’ll Do

• Customer Service
  • Respond to customer enquiries through all of our consumer portals (Online & e-Commerce, Social, General Enquiries, Tours) via email and telephone
  • Support the team in ensuring that our consumer journey on all of our platforms delivers a 5-star experience and continuously work on improving them
  • Be a true ambassador for the brand and ooze your customer service skills across the business

• Distillery Experiences
  • Support the team in the management and delivery of the Sipsmith Distillery Tour Experience and be a host at the tour regularly (at least 1 x evening tour per week)
  • Support the coordination of stock & asset management required to deliver flawless consumer tour experiences.
  • Support the Customer Service team with the online tour and booking system and work with the provider when issues may occur.
  • Support the Customer Service team in the effective management of third-party tour operators
  • Support the delivery of the Distillery tours promotional plan.

• Reception & Admin Support
  • Support ad hoc marketing requests, team support and admin, as well as take part on Sipsmith activation events as required
  • Maintain a helpful & responsible presence at the Sipsmith Distillery gatehouse reception area when needed.
  • Ensure guests/staff sign into the site and look after waiting visitors when working from the gatehouse.

What You’ll Need

• Customer service skills, with a flair for relationships and guest satisfaction
• Experience or training in a similar role would be an advantage
• Organised and able to manage time effectively with a huge amount of initiative
• A positive, optimistic and can-do, problem-solving attitude
• Proactive in dealing with visitors, customers and contractors on an individual basis
• A personable team player who is ready to get stuck in and is equally happy working by themselves
• Happy to get ‘hands dirty’ and get involved in all that is going on at Sipsmith
• Plate spinning brilliance

What We Can Offer You

• Competitive salary and bonus potential
• Company pension scheme with 8% employer contribution.
• Flexible Working
• Private Healthcare through Vitality with access to their Employee Assistance Programme (EAP)
• Monthly free Gin!
• 25 days holiday (plus bank holidays) (pro-rata’d for term)
• Access to financial well-being platform Bippit
• Enhanced sick pay (including two mental health days a year)
• Enhanced parental leave (6 months fully paid leave for primary caregivers and 1 month for secondary)
• Quarterly company team days and monthly social events organised by our Ministry of Fun

How To Apply

Please send your CV to ashley@sipsmith.com with the subject title ‘Customer Services & Distillery Tours Assistant’, alongside a cover letter explaining your experience and why you are a good fit for Sipsmith and our completed Diversity & Inclusion monitoring form available from our website.

Closing date for applications: Monday, 7 October 2024

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