At a Glance
- Tasks: Provide top-notch telephone support and resolve customer queries with empathy.
- Company: Join a dynamic team at The Cotswold Company, known for its brilliant service.
- Benefits: Enjoy 25 days holiday, medical insurance, and fantastic product discounts.
- Other info: Flexible working hours with opportunities for career progression.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Previous contact centre experience and excellent communication skills are essential.
The predicted salary is between 22000 - 26000 £ per year.
The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included. Are you passionate about delivering brilliant service and ensuring customers get the help they need when they need it most? We love people who do the right thing for our customers, and our colleagues. We want people who speak up, who take responsibility, and who make good decisions.
A bit about the job: You will be providing telephone support to our customers and discussing the options available. You will be motivated and proactive, looking for the opportunity to make a real difference to our customers’ experience. Answer and resolve customer queries relating to their Order Status, Delivery, or Post‑Delivery problems. Work with customers to bring delivery and product issues to a satisfactory conclusion for all parties.
Please check the attached job description to ensure that your skills and experiences match those required for the role. In particular, previous Contact Centre experience is essential for this role. This is a full‑time role, based in our Norwich Head Office. Successful candidates will be required to attend the offer full‑time for the first six weeks of training. Following this, the role will move to 3‑4 days per week in the office. Upon successful completion of the probationary period, this will then reduce to 2‑3 days per week. This role operates on a 3‑week rolling rota, with shifts scheduled between 8:30am and 6:00pm. You will work one Saturday every three weeks. When a Saturday is worked, you receive a weekday off during the same week as time off in lieu. Sundays are always off.
Example rota breakdown:
- Week 1 - Early shifts: Monday to Friday: 8:30am – 5:00pm; Saturday & Sunday: Off
- Week 2 – Mix of weekday shifts + Saturday: Saturday: 9:00am – 5:30pm; One weekday off (in lieu of Saturday – Tuesday in this example); Sunday: Off
- Week 3 – Late shifts: Monday to Friday: 9:30am – 6:00pm; Saturday & Sunday: Off
Skills and experience we're looking for:
- Excellent communication skills, a great phone manner with the ability to build rapport and show empathy alongside strong listening and questioning skills.
- Talented problem solvers who think outside the box and enjoy working and learning with others around them to deliver fantastic customer service; a positive, can‑do attitude with the ability to have challenging conversations and overcome objections.
- The ability to multitask with complex systems whilst simultaneously supporting customers on the telephone.
What will you receive from us?
- 25 days holiday per year + public holidays.
- Your birthday day off.
- Company pension.
- Medical & Dental Insurance.
- Great discounts on our products – 50% personal and 25% for family & friends.
- One paid volunteering day off per year.
- Cycle to work scheme.
- Access to Health & Wellbeing guidance and support as well as a discount platform.
- Ongoing development and career progression.
Applicants should already possess the appropriate Right to Work in the UK as The Cotswold Company does not offer sponsorships.
Customer Care Advisors in Norwich employer: Cotswold Company
At The Cotswold Company, we pride ourselves on being an exceptional employer, offering a vibrant work culture in our Norwich Head Office where customer care is at the heart of what we do. With a strong focus on employee growth, we provide ongoing development opportunities, generous benefits including 25 days holiday plus your birthday off, and a supportive environment that encourages teamwork and innovation. Join us to make a meaningful impact while enjoying great discounts and a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisors in Norwich
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on their values and culture. This way, you can show how your passion for customer service aligns with what they stand for.
✨Tip Number 2
Practice makes perfect! Role-play common customer scenarios with a friend or family member. This will help you feel more confident when discussing how you'd handle tricky situations during the interview.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past roles where you’ve gone above and beyond for customers. This will demonstrate your problem-solving skills and proactive attitude.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’d be a fantastic fit!
We think you need these skills to ace Customer Care Advisors in Norwich
Some tips for your application 🫡
Show Your Passion:Let us see your enthusiasm for delivering brilliant service! In your application, share specific examples of how you've gone above and beyond for customers in the past. We love hearing about those moments when you made a real difference!
Tailor Your Application:Make sure to customise your CV and cover letter to match the job description. Highlight your previous Contact Centre experience and any relevant skills that align with what we're looking for. This shows us you're serious about joining our team!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you'd be a great fit for the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and submit your details!
How to prepare for a job interview at Cotswold Company
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities and skills required, especially around customer service and problem-solving. This will help you tailor your answers to show how your experience aligns perfectly with what they’re looking for.
✨Showcase Your Communication Skills
As a Customer Care Advisor, excellent communication is crucial. During the interview, practice active listening and respond thoughtfully. Use examples from your past experiences to demonstrate how you've effectively communicated with customers, resolved issues, and built rapport.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific customer situations. Think of examples where you’ve successfully navigated challenging conversations or solved problems creatively. This will showcase your ability to think on your feet and your proactive approach to customer care.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, training processes, or how success is measured in the role. This shows your genuine interest in the position and helps you determine if it’s the right fit for you.
