At a Glance
- Tasks: Support customers and colleagues while enhancing the customer experience in a busy contact centre.
- Company: Join Brakes, the UK's largest foodservice supplier with a vibrant team culture.
- Benefits: Competitive salary, huge discounts on food, generous holiday allowance, and recognition awards.
- Other info: Diverse and inclusive workplace where your unique talents are celebrated.
- Why this job: Make a real impact by helping customers and developing your skills in a dynamic environment.
- Qualifications: Strong communication skills, problem-solving abilities, and a passion for teamwork.
The predicted salary is between 27000 - 33000 £ per year.
Job Description
- Senior Advisor - Ewloe
- £28,950 plus excellent rewards & recognition
Working Full time 37.5 hours per week between the hours of 07.30 - 18.00 working weekends on a rota basis
We are currently recruiting a talented and results driven
Senior Advisor to join our busy contact centre team in our Ewloe Contact Centre.
The role
If you thrive working in a hive of activity, love the buzz of knowing that every call means a sale and enjoy enhancing the customer experience, then you’ll love working as a Brakes Senior Advisor.
The role of Senior Advisor is to work highly efficiently and effectively as a trusted advisor and expert supporting both customers and colleagues.
You will provide support and guidance to ensure Advisors are enabled to provide an excellent service to our customers and to ensure the company's reputation is maintained and enhanced, this includes taking ownership of escalated customer issues and providing timely, relevant and appropriate solutions.
This role supports both the Team Managers and Operations Managers, and will be engaged in training, buddying and supporting the team.
The post holder will be required to be hands on and be able to work in a fast paced and dynamic environment, therefore it is critical you are able to set a good example of professionalism.
They’re the people who make it happen for our customers – ensuring that ordering is easy, whilst upselling products that will enhance the customer experience.
You’ll naturally promote and embrace our inclusive team environment and we’re sure you’ll have some fun along the way!
- Handle both inbound and outbound customer contacts.
- Ensure all issues are dealt with according to agreed KPI’s.
- Deliver an excellent customer experience, supplying fast, up to date resolutions.
- Support Team Managers with coaching and development.
- The role will be a mixture of advisor, coaching, co-ordinating & quality monitoring.
- You will understand the KPI’s aligned to our business objectives incorporating service, cost, employee engagement and customer satisfaction.
- Ensure all customer queries/complaints are documented using the appropriate systems and processes.
- Train nominated advisors as appropriate to fulfil development requirements of team.
- Act as an SME on key area(s) systems and processes.
- To deputise for a Team Manager in their absence, to ensure the day-to-day activities are carried out efficiently and effectively.
Required skills and competencies
- Results Orientated – Confident, self-motivated and positive attitude with strong commercial awareness.
- Ability to proactively give feedback and act on feedback given – Champions a coaching and empowerment culture.
- Proven rapport builder with excellent influencing and negotiating skills.
- Experienced at handling and diffusing irate colleague and customer situations.
- Excellent problem-solving skills - Shows flexibility and adaptability for the good of our customers.
- An ability to build and maintain good working relationships at all levels.
- Leads, inspires and promotes confidence within a Team.
- A strong Team player with focus on continuous improvement
What you’ll get
- A competitive salary
- Huge discount on all sorts of lovely food and award-winning products
- Generous holiday allowance, with option to purchase more.
- Recognition awards and Incentives
- Pension
- Real career opportunities - being part of Sysco, the world’s leading foodservice business, opens up a world of possibility.
- And much more….
- Additional Information
At Brakes everyone is welcome.
We don’t want you to ‘fit our culture’ we want you to help define it and we actively celebrate the unique talents of each and every colleague.
We don’t just look at your CV, we’re more focused on who you are and your potential.
As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities.
We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships.
Our ultimate goal is to ensure that everyone belongs and thrives at Brakes and we recognise that Brakes can only thrive when everyone feels they belong.
We'll do everything we can to support you during your application.
If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.
Brakes
Built on a passion for food and feeding the nation, we are the UK’s largest foodservice supplier.
Every day Brakes deliver the highest quality fresh and frozen food and ingredients from our nationwide network of distribution centres to some of the nation’s most famous pubs and restaurants, as well as schools, caterers, care homes and hospitals.
Our customers depend on us, and our 8,000-strong workforce is dedicated and proud to be part of this vital provision.
And we’re growing!
Senior Advisor employer: Brakes
Brakes is an exceptional employer, offering a vibrant work culture that prioritises employee development and empowerment. Located in Tamworth, our Contact Centre provides a supportive environment where you can thrive as an Account Manager Team Manager, with access to comprehensive training, competitive bonuses, and generous discounts on our award-winning products. Join us to be part of a dynamic team that values your contributions and fosters real career growth within the world’s leading foodservice business.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Brakes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Brakes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Brakes:Your cover letter is your chance to shine! Tell us why you want to work at Brakes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Brakes!
How to prepare for a job interview at Brakes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
