HelloFresh is on a mission to transform the way the world thinks about home cooking. Forget the hassle of supermarkets, or the tiresome process of planning your weekly meals - we deliver to your door all the ingredients, instructions and inspiration needed to make delicious meals at home, from scratch.

Most importantly, it’s our incredible people who make HelloFresh what it is. We thrive on giving our employees an inclusive working environment, in which they have access to development opportunities and in which their voices are heard and valued every day. This helps us best reflect and serve our customers.

So, if you’re keen to join a growing, caring company which puts its people at the heart of what it does, look no further!

About the job

As Project Lead, you will be responsible for facilitating the rollout of new projects and initiatives across the business from a Customer Care (CC) perspective, cross collaborating with Commercial and Operational teams. Lead on review & improvement projects across current CC processes within the UK market. Manage business escalations and support with multiple Business Process Outsourcing (BPO) management tasks. The ideal candidate will bring structured organisation, be a proactive problem solver and effective communicator. Above all, we are looking for people who will make HelloFresh, and everything customer care related, better. 

What you will be doing:

Project Facilitation

• Manage projects across CC, define & execute on the scope, objectives & deliverables
• Support and own the roll out of new projects coming from across the business, from a CC perspective
• Own the full life cycle of the project.
• Develop project plans that ensure key milestones, success criteria, quality controls & deadlines are met
• Collaborate & build strong relationships with Operational & Commercial teams
• Drive a customer centric approach with a best in class customer experience & ensure CC expectations are met in full
• Support in post-launch reviews & troubleshooting, iterating and actioning relevant changes

Customer Care process improvements

• Analyse, review & identify improvement opportunities across the UK CC infrastructure
• Optimise current ways of working by identifying process inefficiencies & fostering an organised and methodical approach across change strategies
• Prepare and present regular reports on project progress, outcomes, blockers and next steps

Business Process Outsourcing (BPO) management support

• Oversee day-to-day BPO management across specialist teams within CC
• Chair & attend meetings with CC teams across multiple specialist functions 
• Foster strong relationships with stakeholders across the BPO landscape

• Provide leadership and guidance to team members

Who you are:

• Proven experience & expertise in CC operations, customer service & BPO management, relevant experience examples:
• Working across project launches & process improvements within a customer care operations function, directly with local & Business Process Outsourcing (BPO) stakeholders
• Collaboratively working with Business Process Outsourcing (BPO) teams, specifically senior contacts such as operations managers, subject matter experts, senior team leaders and team leaders.
• Supporting across day-to-day troubleshooting escalations, providing support, expertise & guidance across multiple topics and effectively communication relevant changes
• Analytical mindset with a focus on continuous process improvement and efficiency
• Excellent organisational skills & ability to handle multiple tasks and projects simultaneously
• Excellent communication skills & ability to interact effectively with stakeholders across diverse groups
• Great project management skills & proficiency in using project management tools and software
• Progressive customer care leadership mindset
• Proficiency in Microsoft Office & Google Suites

What you will get in return:

• 70% discount on HelloFresh or Green Chef boxes
• Bippit financial wellbeing account
• Premium Headspace account
• Group Life Assurance
• Cycle to work scheme
• Eye care scheme
• Learnerbly professional development membership
• MoreHappi unlimited professional coaching membership
• Company pension scheme
• Gym membership
• Bupa private medical insurance (including dental)

Other great perks:

• If in the office, enjoy a free breakfast every day
• Dog friendly office! (London site only)
• Hybrid working- 50/50 remote working & flexible start/finish times (role dependent)
• Mental health first aiders and an employee assistance programme
• Working from home equipment budget

Location: The HelloFresh Farm, 60 Worship Street, EC2A 2EZ, London.

Hybrid Working: 50/50 remote working