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For Companies At a Glance
- Tasks: Help customers with queries and deliver 5-star service across various channels.
- Company: Join Majestic, the UK's largest specialist wine retailer with over 200 stores nationwide.
- Benefits: Enjoy a competitive salary, staff discounts, and flexible working options.
- Why this job: Be a brand ambassador in a vibrant team focused on exceptional customer experiences.
- Qualifications: Experience in customer service, strong communication skills, and a passion for helping others.
- Other info: 12-month full-time contract with opportunities for career development and in-house training.
The predicted salary is between 24000 - 36000 £ per year.
We have an exciting opportunity for a Customer Service Advisor to join the UK’s largest specialist wine retailer!
Majestic is the UK’s largest specialist wine retailer, operating a network of over 200 stores nationwide. Founded in 1980, the company recently passed back into private ownership following the acquisition of Fortress Investment Group and has undergone an ambitious transformation and turnaround programme. The results of which are now being seen, with record market share growth, a new and improved product range, a new website and six new stores - with a pipeline for future expansion over the next five years. With no minimum purchase, the Majestic range includes over 1,100 different wines, spirits and beers both online and in-store. Majestic’s key strength is over 1,000 WSET-trained colleagues offering knowledgeable, friendly service across all channels.
The Role:
At Majestic, we put the customer at the heart of everything we do and, this is especially true in our Customer Service Team. As a Customer Service Advisor, you are the friendly face of Majestic, who will be able to help our customers with whatever query they may have. Checking the status of an order; easy! Talk to a customer about their next subscription send; not a problem! Your most important job will be delivering 5-star service to all our customers and ensuring we resolve their queries on their first contact. As a brand ambassador, you will also support the wider business with outbound calling activities that help to add value to Majestic and our customers.
Job Specifics:
- Contract Type: 12 month FTC - Full Time.
- Ability to work shifts (9:00am - 5:30pm and 10:30am - 7:00pm) including weekends (9:00am - 5:30pm)
- Location: Watford. Our Head Office is based in Watford, just 20 minutes from London Euston. From Watford Junction, we are a 15-minute walk to our Head Office.
Key Responsibilities:
- Deliver exceptional customer service across all Majestic channels; telephony, email, social media
- Take ownership of all customer queries and strive to deliver the best possible resolution every time
- Represent the brand. As the voice of Majestic, you’ll always provide an engaging, positive and empathetic customer experience.
- Support with outbound calling activities that add value to Majestic and our customers
- Achieve all key performance indicators, including excellent CSAT, quality and productivity
- Ensure customer queries are dealt with promptly and in line with our service level agreements
- Adhere to all legislation regarding customer confidentiality and data protection
Knowledge & Skills Required:
- Proven experience working in a customer service environment
- Excellent written and verbal communication skills
- A passion for providing exceptional customer service and genuine empathy - a desire to deliver the best possible customer experience on the first contact
- Experience driving sales through exceptional service
- Experience and confidence working towards targets in a KPI driven environment
- The ability to work and communicate effectively in a team
- Excellent time management and organisational skills
- Strong computer skills and confidence working with different technical systems
What’s in it for you:
- A competitive salary & performance related bonus
- Up to 20% Staff Discount
- 29 days holiday, including public and bank holidays and we also have a Holiday Purchase Scheme
- Life Assurance (Worth 2 times your annual salary)
- A contributory Company Pension Plan
- Career development opportunities - we are passionate about nurturing our internal talent, offering career progression supported by our excellent in-house training schemes!
- Free parking on site with electric charging points
- Access to Retail Trust which includes: Retail Rewards including Instant savings with discounted e-vouchers, discounted reloadable shopping cards, gift vouchers and gift cards, Discounts of up to 30%, Access to free counselling and support phone line
- Company maternity, paternity and adoption leave after 26 weeks
- Long service rewards.
- Company sick pay scheme
- We are proud to offer a new Agile Working Policy for Support Centre colleagues; a blend of office and home working which will include 3 days working at the Majestic Office
We look forward to receiving your application! Together we are Majestic!
Customer Contact Centre Advisor employer: Majestic Wines Warehouse Limited
Contact Detail:
Majestic Wines Warehouse Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Centre Advisor
✨Tip Number 1
Familiarise yourself with Majestic's product range and services. Knowing the wines, spirits, and beers they offer will help you engage with customers confidently and demonstrate your passion for the brand during any interactions.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios can prepare you to handle queries effectively and showcase your ability to provide empathetic and engaging service.
✨Tip Number 3
Research the key performance indicators (KPIs) relevant to the role. Understanding what metrics are important to Majestic will allow you to align your approach and demonstrate your commitment to achieving these targets during interviews.
✨Tip Number 4
Showcase your teamwork skills by discussing past experiences where you've collaborated effectively with others. Majestic values team dynamics, so highlighting your ability to work well within a team can set you apart from other candidates.
We think you need these skills to ace Customer Contact Centre Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and skills. Emphasise any roles where you've delivered exceptional service or resolved customer queries effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention specific examples of how you've gone above and beyond for customers in previous roles, aligning with Majestic's commitment to 5-star service.
Highlight Relevant Skills: In your application, focus on skills that are crucial for the role, such as excellent communication, empathy, and time management. Use keywords from the job description to demonstrate your fit for the position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is vital in a customer-facing role.
How to prepare for a job interview at Majestic Wines Warehouse Limited
✨Show Your Passion for Customer Service
Majestic values exceptional customer service, so be sure to express your enthusiasm for helping customers. Share specific examples from your past experiences where you went above and beyond to resolve a customer's issue.
✨Demonstrate Empathy and Positivity
As the voice of Majestic, it's crucial to convey empathy and positivity during your interview. Practice responding to common customer scenarios with a friendly and understanding tone, showcasing your ability to connect with customers.
✨Familiarise Yourself with the Brand
Research Majestic Wine's products, values, and recent developments. Being knowledgeable about their offerings will not only impress your interviewers but also help you answer questions more effectively and show that you're genuinely interested in the role.
✨Prepare for KPI-Driven Questions
Since the role involves working towards key performance indicators, be ready to discuss how you've met or exceeded targets in previous roles. Use specific metrics to illustrate your success and demonstrate your ability to thrive in a KPI-driven environment.
