We are Ruroc, where innovation meets adventure in the realm of protective gear. As a leading force in the Action/Motorsports helmet industry, we have redefined the standards of protection and style. With a mission to engineer cutting-edge solutions that save lives while making a bold statement, we have grown from a £1 million to a £30 million revenue brand, capturing markets across multiple global territories including UK, Europe, USA and RoW.

At Ruroc, we believe in breaking barriers and challenging the status quo of an industry that has long been stagnant. With an eCommerce store, www.ruroc.com, as our digital frontier, we establish a direct and intimate connection with our customers – setting us apart from traditional and competitor brands. This unique connection empowers us to stay ahead, rapidly incorporating feedback and innovating our gear at a pace unparalleled in the global helmet industry.

As we continue to shape our destiny, you can be part of a team that manages everything end-to-end, delivering on promises, and contributing to the ever-growing success of the Ruroc brand.

We are now looking to add a Customer Xperience Representative to our fast-paced Customer Xperience team. Delighting the customer will be key in everything that you do. The successful candidate will be flexible when needed, but capable of following our processes and, most importantly, helping our customers and promoting our brand ethos. 

Due to being a global brand, our CX team follow a shift rotation, as follows: 

Week 1: Monday, Tuesday, Thursday and Friday - 08:00 - 17:00 

Week 2: Monday to Friday - 14:00 - 22:00

Week 3: Monday to Wednesday - 08:00 - 17:00 and Saturday & Sunday - 08:30 - 17:00.

MAIN ACCOUNTABILITIES: 

• Respond to customers via email and social media channels. 
• Acknowledge and resolve customer issues with the least amount of disruption as possible. 
• Offer pre and post purchase information and support to our customers. 
• Be a specialist of our current and upcoming products to advise and hype customers. 
• Ensure that the customer has an awesome experience, every time. 
• Identify potential issues with the product from customer feedback and report this as necessary.
• Growing and spreading the word about the Ruroc brand.

THIS ROLE IS FOR YOU IF YOU HAVE:

• Outstanding customer service skills - you are naturally customers focused. 
• Outside the box thinking - we go against the norms and every person that you communicate with is individual. There isn't always a 'one size fits all' answer. 
• Strong ownership - you own the problem along with the solution and will always endeavour to resolve any issues they customers have with our products or service as swiftly and smoothly as possible. 
• The ability to diffuse a situation - turn a negative review into a positive through a great customer experience. 
• Drive and determination to do what is right, btu always following processes. 
• Excellent written communication. 

THE OFFER: 

• 26 days annual leave, plus an additional 8 days annual leave to cover worked bank holidays.
• A minimum of 4 days per week working from HQ - subject to shift pattern.
• Private health insurance with Vitality.
• Enhanced maternity and paternity entitlements.
• Wellbeing support with our employee assistance programme - Health Assured.
• Free personal training sessions in our in-house, purpose built gym.
• Free Ruroc products, plus 50% friends and family discount.
• Contribution towards skiing/snowboarding lessons and your CBT/motorcycle lessons.