Customer Care Agent, Gousto
More information about location
Recipe boxes delivered to your door
Job no longer available
Recipe boxes delivered to your door
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To be the most-loved way to eat dinner.
Role
Who you are
- This is a brilliant opportunity for someone who thrives in a fast-paced environment, enjoys helping others, and is passionate about making every customer experience a positive one
- A natural problem-solver who enjoys helping others
- Experienced in customer service, ideally within a contact centre (not essential)
- Comfortable using technology and quick to pick up new systems (Zendesk experience is a plus)
- Detail-oriented and able to manage your time effectively
- Clear and confident communicator, both written and verbal
- Enthusiastic about continuous learning and improvement
- Motivated to provide outstanding service and leave a lasting impression on customers
What the job involves
- Shift Pattern: 4 on 4 off, 9 am to 9 pm
- Reporting to: Customer Care Team Leader
- We’re looking for a Customer Care Agent to join our vibrant Customer Care team. You’ll be the first point of contact for our customers and a key voice of the Gousto brand
- As part of a collaborative and customer-focused team, you’ll help drive our mission of delivering world-class care, resolving customer concerns and contributing to improvements across the business
- Respond to inbound customer contacts via Zendesk, including email, phone, live chat, and social media channels
- Manage sensitive issues such as food safety concerns, delivery complaints, and technical matters with empathy and professionalism
- Resolve customer queries on first contact whenever possible
- Go the extra mile to provide memorable customer experiences that encourage loyalty
- Share customer feedback and insights to support continuous improvement across teams
- Achieve individual and team targets that reflect our commitment to customer excellence
- Proactively identify and flag opportunities to enhance the customer experience
Our take
There is an accelerating consumer need to eat healthily, sustainably, and at value. Gousto aims to meet this need with its meal-kit delivery service, which offers pre-packaged ingredients and recipe instructions. It sets itself apart with more than 200 different recipes to choose from each week - a third of which are customisable.
In 2021, Gousto sold more than 90 million meals, amounting to three meals every second, a figure that is on the rise. It is part of the UK Plastics Pact, which advocates for 100% reusable, recyclable and compostable plastic. As a member, Gousto has committed to eliminating problematic plastics, stimulating innovation and helping to build a stronger recycling system in the UK.
Gousto became a B Corp certified company for its sustainability efforts. Following huge investments in 2023, the company is now a unicorn and is sure to continue its growth over the coming years as more consumers switch to convenient online grocery shopping.
Kirsty
Company Specialist at Welcome to the Jungle
Meet the team
4 people
Adam Harris, Director of New Markets
Our mission
To take Gousto to more markets beyond the UK.Insights
Company
Funding (last 2 of 13 rounds)
Feb 2023
$66m
LATE VC
Jan 2022
$100m
LATE VC
Total funding: $374.3m
Company benefits
- Life assurance
- Cycle to work scheme
- Employee Assistance Programme
- Interest free loan to spend on the latest tech
- Referral scheme
- 25 days holiday (excl. bank holidays), + a holiday day added each year (up to 30 days), + buy up to 5 days extra holiday
- 40% Gousto discount, 15% for friends and family, and first box free
- Digital GP & wellbeing apps
- Private healthcare
- Discounted gym membership
- Company pension
Company values
- Dream - We’ve got huge ambition and believe everything is possible - Curious, bold and resilient, we’ve got an insatiable appetite to learn and grow
- Deliver - We work at pace and focus on impact, taking ownership of the solution and raising the bar every step of the way
- Care - We obsess over our customers, doing the right thing for them and for the planet. We are one team, supporting and celebrating one another
Company HQ
Shepherd's Bush, London HQ, UK
Articles
Leadership
Timo Boldt
(Founder & CEO)Spent 4 years in Finance at Rothschild and a hedge fund before founding Gousto in 2012. Sits on the Digital Advisory Board at Unilever.
People progressing
Joined as Operations Development Director, being promoted to EVP Operations after 1 year, and has since become Chief People Officer.
Joined as a Customer Care Agent in 2014, and is now Head of Customer Care.
Joined as PR Manager, being promoted to Senior Brand and PR Manager after 1 year and again to Head of Brand Marketing and PR after 3 years.
Diversity, Equity & Inclusion at Gousto
- Whether it’s creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto. Across our business we lead with inclusivity and strive for equality in all we do; working hard to ensure Gousto is an environment where you can be totally yourself.
- Our Inclusion Communities are employee-led groups that connect people with shared identities, lived experiences, and passions. They champion each other, raise awareness of what matters most, and help us build a workplace where everyone belongs. Whether it’s Pride Sports Day, an Eid feast, learning from disability advocates, or providing free period products across our sites, our communities help turn care into action and they’ve driven meaningful change, shaping policies that support our people through key life moments, from enhanced parental leave to menopause, fertility and baby loss support. They’re powerful platforms for connection, celebration and progress, and we’re always striving to do better.
- We currently have nine active communities: Gousto Mind, Gousto Women, Gousto Muslim, Gousto Black, Gousto Asia, Gousto Pride, Gousto Neuro & Gousto Parents.
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