Customer Experience Manager

Join an ethical and award-winning outdoor clothing brand that has recently evolved into an employee owned company, as a Customer Experience Manager.

Páramo Directional Clothing designs and distributes durable garments for outdoor people, using unique and superior fabric systems to keep them comfortable in extreme environments. The products are indefinitely renewable using Nikwax® aftercare and their innovative design allows the garments to be recycled at the end of their useable lifetime.

We develop our products in-house, from the headquarters in Wadhurst, East Sussex, with the garments manufactured at The Miquelina Foundation in Bogotá, Colombia. This partnership started in 1992 and has assisted over 10,000 vulnerable women to find a better life, away from prostitution or exploitative situations. With Páramo’s support, the factory has carried the World Fair Trade label since 2017.

We have an ongoing dedication to minimising our impact on the environment and a devoted group of people to help develop the business. Páramo has recently transitioned to Employee Ownership, which will protect and build upon our purpose and values, whilst securing a bright future for all employee owners.

We highly value our employees, whom we are proud to call Partners, and this is an exciting opportunity to join our company.

The Role

To provide exemplary and engaging service to Páramo customers, the continuous improvement of service standards and understanding of consumer habits, to ensure that the consumer is always placed at the forefront of the brand.

You Will

• Provide advice to customers, answering their enquiries on product selection, features, benefits and product care; through all points of access to Páramo
• In collaboration with all areas of Páramo, develop and implement customer service standards, procedures and systems
• Record and report on customer service standards across Páramo, suggesting and assisting with the implementation of improvements
• Ensure the resolution and recording of all customer complaints and disputes, to the agreed company standard and process
• Work closely with Páramo Marketing, provide advice, where required, to social media comments and messages, monitoring and recording feedback
• Utilise customer feedback, complaints, questions and trends; to manage, maintain and improve the customer service information on the Páramo website, FAQ database and other resources
• Ensure that customers are responded to in a timely manner and queries answered at the first point of contact, where possible
• Provide support to the Customer Contact Administrator, gaining experience of all customer access points and ensuring the ability to cover this role in their absence
• Oversee all team processes and ensure that projects, plans and procedures are in place to support them. In addition, oversee and assist with internal Páramo product training.

You Will Be

• Self-motivated and customer focused
• Experienced in working in a customer service admin environment
• An effective communicator with good written and verbal skills
• Proficient in using social media platforms
• Adept with IT packages, including Microsoft Excel and PowerPoint
• Educated to GCSE level (or equivalent) in Maths and English.

This role is office based with the potential for hybrid working.

The Rewards:

• Competitive benefits and rewards including pension, health cash plan, profit related bonus scheme and free childcare at a local nursery
• Work in a friendly and informal environment
• Work for an employee-owned business where you can clearly see the effect of your efforts
• Work for an international company with values that you can believe in.

We are passionate and committed to being an inclusive and diverse employer, encouraging different perspectives and experiences to make us a more innovative and creative workplace.

To Apply

If you would like to apply for this position, please send us your CV & Covering Letter (clearly stating your salary requirements) by not later than Sunday 26th February 2023 to recruitment@paramo.co.uk

Candidates must be able to provide evidence of their right to work in the UK. We reserve the right to close this vacancy early.

To view details of the Páramo Job Applicant Privacy Notice, please visit here.

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Manufacturing Assistant

Join a friendly, employee-owned award-winning and established international outdoor business as a Manufacturing Assistant

Located in the picturesque, rural setting of East Sussex, Nikwax is a highly successful outdoor business that is run by a close-knit and friendly team of employees, whom we are proud to call ‘Partners’.

Nikwax Ltd. develops care products and material systems that improve performance and extend the life of clothing, footwear and equipment whilst minimising environmental impact with clean chemistry. We develop and manufacture in-house, from the headquarters in Wadhurst, East Sussex. Nikwax are the only outdoor company to have won the Queen’s Award for Sustainable Development and all operations have been carbon balanced since the company was founded in 1977. We have an ongoing dedication to minimising our impact on the environment and a hardworking team of people to help develop the business.

The Role

Manufacture Nikwax products efficiently to the high standards and quality controls as set out by the Manufacturing Manager.

You Will

• Manufacture bulk product to meet production schedules and agreed company standards
• Be responsible for the setting up and running down of equipment and manufacturing runs and be competent with the use of all other equipment
• Ensure stock rotation of bulk product
• Keep the Nikwax Manufacturing area and equipment clean, tidy, safe and comply with safe working practices, utilising PPE (Personal Protective Equipment), according to company standards
• Ensure that the company is informed of any faults with machinery, unsafe conditions or practices as soon as they occur.

You Will Be

• A team player with strong attention to detail
• Knowledgeable about and have experience of working in a production or manufacturing environment
• Preferably trained in Health and Safety standards
• Forklift trained (preferable)
• Willing to work with chemicals (training will be provided)
• Educated to GCSE level (or equivalent) in Maths and English.

This role involves manual tasks including heavy lifting as well as working with chemicals; full training will be given and PPE will be provided.

Due to our rural location near Wadhurst in East Sussex the successful candidate will require their own transport.

The Rewards:

• Competitive benefits and rewards including pension, health cash plan, profit related bonus scheme and free childcare at a local nursery
• Work in a friendly and informal environment
• Work for an employee-owned business where you can clearly see the effect of your efforts
• Work for an international company with values that you can believe in.

We are passionate and committed to being an inclusive and diverse employer, encouraging different perspectives and experiences to make us a more innovative and creative workplace.

To Apply

If you would like to apply for this position, please send us your CV & Covering Letter (clearly stating your salary requirements) by no later than the 12th March 2023 to recruitment@nikwax.co.uk

Interviews will be held from the 12th March 2023. We reserve the right to close this vacancy early.

Candidates must be able to provide evidence of their right to work in the UK

Our applicant privacy policy is here.

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Commercial Director

Join a friendly, employee-owned award-winning and established international outdoor business as Commercial Director

Located in the picturesque, rural setting of East Sussex, Nikwax is a highly successful outdoor business that is run by a close-knit and friendly team of employees, whom we are proud to call ‘Partners’.

Nikwax Ltd. develops care products and material systems that improve performance and extend the life of clothing, footwear and equipment whilst minimising environmental impact with clean chemistry. We develop and manufacture in-house, from the headquarters in Wadhurst, East Sussex. Nikwax are the only outdoor company to have won the Queen’s Award for Sustainable Development and all operations have been carbon balanced since the company was founded in 1977. We have an ongoing dedication to minimising our impact on the environment and a hardworking team of people to help develop the business.

We offer a flexible working approach, with a balance of homeworking and office days to support your worklife balance

The Role

Increase Nikwax sales, improve net return and gross margin by delivering profitable sales growth, successfully managing projects, and leading the efforts of the sales function to grow and attain company goals; whilst remembering at all times the commitment to transparency and willingness to be held accountable that comes with working in a leadership capacity in an employee-owned business.

You Will

• Safeguard the profitability, brand equity and sustainability of Nikwax Ltd and implement the agreed company direction
• Lead sales efforts to grow profitable business and to attain targeted goals, ensuring key accounts are well managed both from a sell-in and a service point of view
• Pursue new business opportunities, evaluating, prioritising and developing plans and business models to capitalise upon them, whilst matching consumer demand development with sales channel development
• Coach and provide guidance to reports, ensuring Partners are able to develop within their roles to mutual benefit, and provide appropriate feedback. Selecting and managing the entry and exit of Partners where appropriate
• Prepare and submit annual budgets (forecasting future sales and department expenses) supported by well argued reasoning
• Be an external figurehead for Nikwax LTD, promoting the values, ethics and legacy both with key customers and at national and relevant international events
• Provide direction to the Sales Analyst to enable evaluation of growth opportunities within your areas and to inform longer term plans
• Drive top level projects that are happening in the company to completion
• Oversee and record all Nikwax Commercial Management team processes and ensure that systems and procedures and in place to support them.
• Lead the direction of the Nikwax Commercial Management team to deliver in line with the overall 3- year Nikwax Direction plan against key milestones, in collaboration with the Nikwax CEO.

You Will Be

• A self-starter who is driven, with strong leadership skills
• Able to set and communicate clear goals and priorities
• Passionate about consumer satisfaction
• Highly knowledgeable regarding the underlying financial drivers, processes and reporting which underline profitability, and that have a direct impact on the P&L and sustainability of the business
• Able to drive things through to a conclusion
• Experienced in working in a global environment and sensitive to cultural distances, with an understanding of the complexities of international markets and business practices
• Knowledgeable of the considerations surrounding sustainability and the overarching environmental impact a business can have.
• Educated to degree level (or equivalent) in Business or a similar discipline.

The successful applicant will work remotely from home but will be required to attend our offices in Wadhurst, East Sussex, at least once a week.

The Rewards:

• Salary circa £60,000 per annum, plus bonuses.
• Competitive benefits and rewards including pension, health cash plan, profit related bonus scheme and free childcare at a local nursery
• Work in a friendly and informal environment
• Work for an employee-owned business where you can clearly see the effect of your efforts
• Work for a Group with values that you can believe in.

We are passionate and committed to being an inclusive and diverse employer, encouraging different perspectives and experiences to make us a more innovative and creative workplace.

To Apply

If you would like to apply for this position, please send us your CV & Covering Letter (clearly stating your salary requirements) by no later than 19th March 2023 to recruitment@nikwax.co.uk

or send via post to:
Recruitment
Nikwax Ltd
Unit F, Durgates Industrial Estate
Wadhurst
East Sussex
TN5 6DF

Candidates must be able to provide evidence of their right to work in the UK

Our applicant privacy policy is here.

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Filling & Packing Assistant

Join a friendly, employee-owned, award-winning international outdoor business as a Filling & Packing Assistant.

Located in the picturesque, rural setting of East Sussex, Nikwax Ltd. and Páramo Ltd. are highly successful outdoor businesses that are run by a close-knit, friendly and hardworking team of employees, whom we are proud to call Partners.

Nikwax Ltd. develops care products and material systems that improve performance and extend the life of clothing, footwear and equipment whilst minimising environmental impact with clean chemistry. We develop and manufacture in-house, from the headquarters in Wadhurst, East Sussex. Nikwax are the only outdoor company to have won the Queen’s Award for Sustainable Development and all operations have been carbon balanced since the company was founded in 1977. We have an ongoing dedication to minimising our impact on the environment and a hardworking team of people to help develop the business.

The Role

Fill, label and package Nikwax products to meet production schedules, by following the processes set for the production of Nikwax product.

You Will

• Be responsible for the setting up and running down of equipment of filling runs
• Ensure the company is informed of any faults with machinery, unsafe conditions or practices as soon as they occur
• Keep the Nikwax Filling & Packing areas and equipment clean, tidy, safe and comply with safe working practices, utilising PPE (Personal Protective Equipment), according to agreed company standards.

You will be

• Preferably experienced in working in a production environment, however this is not essential
• A friendly and helpful team player
• Conscientious, with an eye for detail
• Educated to GCSE level (or equivalent) in Maths and English
• Able to use computers to a basic level
• Focused and used to working in a busy team
• Be driven to meet daily filling targets

You will be working in a Production environment between two sites within a 5 mile radius of Wadhurst, East Sussex; due to the rural locations you must have your own transport.

The Rewards

• Competitive benefits and rewards including pension, health cash plan, profit related bonus scheme and free childcare at a local nursery
• Work in a friendly and informal environment
• Work for an employee-owned business where you can clearly see the effect of your efforts
• Work for a Group with values that you can believe in.

We are passionate and committed to being an inclusive and diverse employer, encouraging different perspectives and experiences to make us a more innovative and creative workplace.

To Apply

If you would like to apply for this position, please send your Covering Letter (clearly stating your salary requirements) & CV by not later than Sunday 2nd April 2023 to recruitment@nikwax.co.uk

Candidates must be able to provide evidence of their right to work in the UK.

Our applicant privacy policy is here: https://www.nikwax.com/download/JobApplicantPrivacyNotice_20180511.pdf

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