We’re looking for extraordinary people

COULD IT BE YOU?

We’ve got big ambitions. We want to change the world by inspiring women to be the fullest version of themselves — and we can’t do that with just anyone. We need a talented, committed team with passion in their eyes and small business in their bones; bright, kind, hard working people — people who love what they do, can think creatively and believe in building something bigger than us. Ultimately, we’re looking for people who share our values (see below). Once you've read this, if you feel we might be a match, you'll find more about our current vacancies and what we offer at the end.

Ready to get involved?

SEE OUR CURRENT VACANCIES

Believe in fate? Then the positions below aren’t really job ads as such because there’s a high chance the universe brought you here for a reason. So if you’re passionate about small business and share our values, check out the roles below for more information. Be sure to follow Holly on Instagram and sign up to our emails to be the first to hear about new opportunities too.

CUSTOMER SERVICE AGENT
We’re looking for someone who loves to connect with people, takes pride in doing things well and stays calm when it all seems to be happening at once.
Passionate about small business, you’ll be a natural communicator who’s enthusiastic about providing personalised and attentive customer service.
You’ll be the first port of call for customer service enquiries, acting as the link between our wonderful community of customers looking for unique, thoughtful products from our amazing small businesses - our Co’s.
You’ll be confident and proactive, using your initiative to solve problems but knowing when to escalate. Taking a collaborative approach, you’ll understand the fine line between not stopping until you find a resolution and maintaining strong relationships with all parties.
The role will require you to be highly organised and able to juggle multiple priorities under pressure, using excellent decision-making to work efficiently without compromising on quality.
You’ll be joining us at an exciting time of business growth and so you’ll be jumping feet first into a learning curve alongside other wonderful humans.
Responsibilities:
Serve as the frontline for inbound customer service tickets, responding to, progressing and resolving enquiries in a timely manner.
Collaborate effectively with your fellow team members to ensure continuity and efficiency across all interactions.
Support wider customer service operations by proactively chasing up pending orders and open tickets, flagging issues to relevant teams, staying on top of unresolved issues and keeping accurate records.
Handle issues independently where you can, escalate up when you can’t.
Represent the company in your written communications, embodying the 'Holly & Co' tone.
Connect external communications with internal teams, taking a collaborative approach to problem-solving.
Work on ad-hoc tasks and projects as and when the business requires.
Key Skills and Experience:
Extensive experience in customer-facing roles, online or in-person; ecommerce experience is ideal, but not essential
Experience with CRM systems or databases/record management systems
Highly motivated and enthusiastic - a ‘self-starter’ who gets things done
Excellent attention to detail
Excellent communication, both written and verbal
Confident in a public-facing role, using empathy and situational awareness
Brilliant team player who thrives when working collaboratively
Keen problem-solver with sensible decision-making skills
Highly organised, works well within systems and processes
Keen ability to work under pressure and manage multiple responsibilities simultaneously
A note:
We’re always looking for great people and know that women, in particular, are less likely to apply for a role if they don’t meet 100% of the criteria. If you feel you have the attributes we’re looking for but not the exact criteria, we’d still love to hear from you.
Diversity and inclusion are important to Holly & Co.
Diversity is about embracing differences, being inclusive, creating possibilities, and growing together to improve performance and the working environment.
We celebrate and embrace everyone's differences and treat every colleague with dignity and respect.
We know that diverse and inclusive teams help us deliver our best work, and we love to see applications from groups who are currently underrepresented in our company and our industry.
Please let us know if you have any accessibility requirements or any other questions ([email protected]).
Salary range and location:
Hours: 40 hours per week (Mon-Fri, 9am - 6pm with 1hr break)
Some adjusted hours / weekend hours on occasion
Location: 2 days office-based (Twickenham), 3 days remote. Happy to discuss flexibility with working location
Pay: £27,000 per annum
About Holly & Co:
We’re a young but growing entrepreneurial company looking to build our brilliantly driven and kind team.
We are a B Corp and committed to our role as a business, to provide an inclusive, thriving and safe environment for all our team. Our culture is one based in kindness, to not only one another but our Co’s, the wider world, and our planet.
We are committed to building a company that is a force for good.
We learn from others, have a big vision and move fast. ‘Fast-paced entrepreneurial environment’ is used often, but we really are! We invest in our team for the long term, and want to grow as a family together.
Application deadline:
Midday on Monday 14th October 2024
How to apply:
Please send your CV and a relevant cover letter to [email protected] with the subject Customer Service Agent.

Are you passionate about small business?

READY TO CHAMPION UK INDEPENDENTS

The Jacksons 'small business is my bag' jute

Do you love small businesses to the point of obsession? Do you believe they make our high streets richer and communities happier? Want to make sure UK independents don’t disappear? Then join us. We support them in and outside of work, and champion what they stand for — working flexibly, making by hand and balancing profit with principles for a better world. What else are we looking for? Scroll across.

Were you born with entrepreneurial spirit?

TAKING OWNERSHIP IS SECOND NATURE

Cereal entrepreneur silver teaspoon in white bowl

At Holly & Co, we’re the kind of people who don’t expect others to figure everything out for us — whether that’s taking responsibility for our own development or making decisions to benefit the business. We love go-getters; those who find and share opportunities, work under their own steam and who won’t stop until they’ve got an answer. Because being entrepreneurial is in our blood.

Do you share our ‘marigolds mindset’?

HAPPY TO GET STUCK IN TO ANY TASK

Roll up your sleeves, we’re going in. We’d never ask you to do something we wouldn’t do ourselves but our team isn’t made up of those who like to watch from the sidelines. We love proactive people who aren’t afraid of getting their hands dirty, because we never let others clean up a mess we’ve made ourselves (and even if it wasn’t our mess, we put our marigolds on and we make it good). Sound like you?

Do you start conversations not fires?

KINDNESS AND OPTIMISM COME FIRST

People's Choice Award yellow community sign by Modo

Changing the world takes an optimistic outlook, honesty and kindness. It’s why we always strive to start conversations not fires, believe in PPI (presuming positive intent) and favour community over competition (always ‘we’ not ‘I’). It’s about coming from a place of positivity and being radiators not drains. So even if we sometimes get things wrong (which we do), we see failure as feedback and try again.

Do you have thoughtful bones?

FOR US, EMPATHY IS EVERYTHING

A round white enamel pin with a floral design and the words "Today I Am Kind" rests on the palm of a hand.

For us, being thoughtful is just about one of the greatest things you can be. If you’re able to put yourself in the shoes of others, and go out of your way to anticipate needs, look out for those around you and be generous with your time, heart and spirit — you’re likely to be one of us. Thoughtfulness can overcome CV gaps, inexperience and more so don’t be afraid to let this shine through.

Are you ready to embrace change?

TURNING CHALLENGES INTO OPPORTUNITIES

Not everyone likes to roll with it. In fact, sudden change can really freak some people out… but we are not those people. We welcome it rather than fearing it because we know that change brings progress. Plus it’s exciting. We would rather regret things we’ve done than things we haven’t, and pivoting is part of that. So if you can act smart, move fast and help turn negatives into positives, get in touch.

Can you help bring colour to grey?

CREATIVE THINKING IS EXCITING

Woman sat wearing a mustard jumper with creativity is my superpower written on it

At Holly & Co, we love to use innovation and creativity to inspire magic, encourage dreams and ignite imaginations. It doesn’t mean you need to have been born with a paintbrush in your hand and sport bright green hair though (although some of our team definitely fit that description). It’s about thinking outside the box and not being afraid to try something new. Sound like you?

Can you show us you’ve got ‘it’?

QUALIFICATIONS ASIDE

We believe that skills, passion and potential often speak louder than qualifications. While having relevant experience is important (and sometimes required), we are most interested in finding someone who is enthusiastic, motivated and aligned with our values. If you're confident in your abilities and can showcase your talents in a relevant way, we encourage you to apply, regardless of your formal credentials.

What you can expect from us

A WHOLE NEW WAY OF WORKING

We have great ambitions. We want to show the world you can build a successful business based on more than profit. That means looking after people and the planet, as well as our bottom line. We’re growing quickly and need a diverse team of thinkers and do-ers to evolve with us. And we've tried to be thoughtful with what we offer in return…

From unique perks to celebrate both personal and business milestones (think weekends away with our friends at The Pig Hotel or other small business benefits) to the gift of time off (free Christmas ‘Holly-days’ and your birthday as standard) as well as lovely physical gifts from our brilliant independent businesses too.

To help empower you financially, we give free access to independent financial advice or mortgage guidance, for example. We host thoughtful team nights out, creative workshops and volunteering opportunities. We pay for bi-annual meetings with our resident psychologist Coach Kate to help you focus on your personal goals, and provide free membership to the mental health app Calm once you’ve been here for a set time. Plus there are also training opportunities for all and benefits for those going through certain life events such as the menopause or if someone's passed away, for example. We essentially want our small team to be there for each other, in a meaningful, human way — and we'll always do what we can to be a fair and memorable employer (for all the right reasons).