About the Role
Join our friendly team as a Customer Services Advisor and help our valued customers have an exceptional experience at every stage of their journey! You'll be responsible for handling customer enquiries, resolving issues efficiently, and ensuring every interaction leaves a positive impression. In this varied role, you'll work across different communication channels (phone, email, and live chat) - typically focusing on one or two channels at a time.
A typical day might include helping a customer with product reselection over the phone, resolving a delivery query via email, answering questions about warranties, and supporting customers through live chat - no two days are the same!
Salary and Hours
Salary: £25,000 - £26,000 per annum based on experience (full-time, 37.5 hours per week), pro rata for part-time hours
Full and Part Time Available (Full-time: 37.5 hours per week / Part-time hours available: 15 - 30 hours)
Rota-based role working 5 days out of 7 (based on full time), including regular weekend cover, on a rotating pattern (exact days will vary week to week)
What You'll Do
Respond to customer enquiries via phone, email, and live chat in a timely and professional manner
Resolve customer complaints and concerns effectively, turning complex situations into positive outcomes
Liaise with suppliers to report issues and secure the best resolutions for customers
Collaborate with other departments to ensure seamless customer satisfaction
Identify and escalate priority issues appropriately
Maintain accurate records and adhere to all customer service standards and procedures
How We'll Support You
Comprehensive training programme designed to equip you with product knowledge and customer service best practices
Structured onboarding to build your confidence and understanding of our systems
Ongoing development including brand training and coaching
Regular feedback and support to help you consistently improve and succeed
A friendly, experienced team who want you to do well from day one
What We're Looking For
Previous experience in a customer service role
Previous experience of using a CRM system is desirable, but not essential
Exceptional communication skills, both verbal and written
Strong problem-solving abilities with a tenacity for resolving concerns comprehensively and quickly
Ability to work across different channels and prioritise effectively in a fast-paced environment
Computer literate with good literacy and numeracy skills
Ability to remain calm under pressure and maintain a positive, helpful approach
Detail-oriented, proactive, and resilient
Honest, trustworthy, and genuinely passionate about delivering excellent customer service
Why You'll Love Working Here
Competitive salary with opportunities for career growth
Friendly, collaborative work environment
Birthday off to celebrate your special day
Employee discount scheme for personal purchases
Charity Day – one paid day to volunteer for a cause you care about
Opportunities for loyalty rewards and long-service recognition
Supportive team culture where you'll feel valued and appreciated
Send us your application and CV by clicking here
