<aside> ℹ️ We're a growing business & pretty fast moving. It's not always clear who does what & who to contact for different issues. We've included a handy quick reference guide for who to shout to with specific issues. We've also included a little list of certain different roles & specialties within Customer Services.
</aside>
Within Customer Services we also have a number of different roles & specialties. Please see the below list for reference:
If you need to contact someone urgently, you can call them directly, using the Horizon app. A list of extensions is below:
Below are a list of areas you may have queries about and who to contact if you have an issue:
| Area of Query | First Point of Contact | Other Possible Contacts (People with access/training) | Escalation |
|---|---|---|---|
| Keg Returns | Sam Britton | All other agents trained | Shift Leader on shift |
| PerfectDraft Omnichannel (Trade) | Jonathan Corcoran | Jolanta Rafferty, Sam Britton | Shift Leader on shift |
| BeerBods & Draft+ | Ellie Gallop & #bb-support Slack Channel | Amy Moon, Ellie Doherty, Emily Whitehouse, Sam Thirkill, Ryan Smith & Ashley Hartley | Shift Leader on shift |
| PayPal Issues | Hannah Clarke | Andy Ward | N/A |
| Chatbot Queries | Ryan Smith | Shift Leader on Shift | Andy Ward |
| Email issues requiring Bloom Reach access | Hannah Clarke or any SL | Shift Leader on shift | Shift Leader on shift |
| ShipUp | Kamila Chmielowska or Ashley Hartley | All agents | Shift Leader on shift |
| Feefo & TrustPilot Reviews | Hannah Clarke or any SL | Amy Moon, Ashley Hartley, Ellie Doherty, Ellie Gallop, Emily Whitehouse & Ryan Smith | Shift Leader on shift |
| Klarna | Shift Leader on shift | Shift Leader on shift | Sofia Halloran & Andy Ward |
| GDPR/DSAR Requests | Sofia Halloran | Shift Leader on shift | Andy Ward |
| PerfectDraft Pro & App Trained | Joel Britton | Sam Thirkill, Georgia Hartley & Ryan Smith |
| Day Shift - Working Hours | Role | Contact | Department |
|---|---|---|---|
| MON-FRI - 0800-1600hrs | Inventory & Quality Manager | Mena McIntyre | |
| SUN/MON/TUES 0700-1900hrs & |
WED 0700-1300hrs | Shift Manager | Andy Wheatley / Alex Henderson / Tracy Heath* | | | “ | Supervisor | Micha Douglas | Warehouse | | “ | Supervisor | Ellis Rowley-Coates** | Goods In | | “ | Co-ordinator | Louie Wright | Warehouse | | “ | Co-ordinator | Sherridan Farley | Goods In | | TUE 1300-1900 & WED/THURS/FRI0700-1900hrs | Shift Manager | Andy Wheatley / Alex Henderson / Tracy Heath | | | “ | Supervisor | Charley Hanson Hibbs** | Warehouse | | “ | Co-ordinator | Kyrone Welsh | Goods in | | “ | Co-ordinator | Alan O’Brien | Warehouse | | “ | Dispatcher | Agnes Jalowiec | DISPATCH | | Night Shift - Working Hours | | | | | SUN/MON/TUES 1900-0700hrs &
WED 1900-0100hrs | Shift Manager | Alex Henderson / Tracy Heath* | | | “ | Supervisor | Jason Jones | Warehouse | | “ | Co-ordinator | Muneeb Anwar | Warehouse | | “ | Co-ordinator | Maiusz Lach | Goods In | | TUE 0100-0700hrs &
WED/THURS/FRI 1900-0700hrs | Site Manager | Nigel Whitmore | | | “ | Assistant Site Manager | Andrew Wheatley / Tracy Heath / Alex Henderson | | | “ | Supervisor | Wayne Booth | Warehouse | | “ | Co-ordinator | John McVeigh | Warehouse | | Day Shift - Working Hours Variable | Head of Operations UK | Sam Parker | |