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- Tasks: Resolve customer queries and complaints with a friendly, empathetic approach.
- Company: Join Currys, the UK's leading tech retailer with a passion for amazing technology.
- Benefits: Enjoy a competitive salary, product discounts, and 25 days holiday plus 8 public holidays.
- Why this job: Make a real impact on customer satisfaction while developing your career in a supportive environment.
- Qualifications: Great communication skills and a passion for delivering excellent customer service.
- Other info: Flexible hybrid working options and ongoing training for personal development.
The predicted salary is between 25681 - 25681 £ per year.
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Customer Service Advisor – Executive Resolution Team
Sheffield
Fixed Term Contract for 6 months
Full Time
Grade 2
Salary – £25,681.50 per annum
Working Hours/Shift pattern – 37.5 hours per week over 5 days on a 5-week rota; shifts between 8:00 AM – 08:00 PM, Monday to Friday. 1 weekend working in 5 (Saturday: 09:00 – 18:00 Saturday and Sunday: 10:00 – 17:00).
Hybrid working: Once you are signed off by your manager as capable and confident to work independently, you will have the option to work from home. You will, however, be required to attend the office at least 2 days per month.Location could be either Sheffield, Warrington or Loughborough
At Currys we’re united by one passion: to help everyone enjoy amazing technology.
As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as part of the CMC Teams you will have the opportunity to recover our customer journey by supporting colleague and customer, guiding an issue or complaint through to resolution.
Acting as voice of our customer feeding into service improvements that will make it clearer, simpler and faster for our customers.
Role overview:
As part of this role, you’ll be responsible for:
- Understanding customer requirements and take appropriate action to resolve
- Working to a high degree of accuracy
- Able to comprehend complex customers queries
- To positively role model the business values
- Investigating and owning the customer’s query or complaints from initial contact through to case resolution
- Handling query calls and complaints via all channels, using internal systems for record keeping, enabling audit trail, timeline and root cause analysis
- Handle escalated complaints by considering a logical, empathetic and customer focused approach
- Ability to think outside of standard processes to find a solution, acting as voice of the customer to champion the right business and customer outcome
- Identify and as appropriate record and provide alternative support to vulnerable customers
- Ability to work on own initiative, using resources to hand and working as a team when seeking customer resolutions
- Liaise in a professional, confident and timely manner with managers and stakeholders
- Achieves individual performance targets supporting team, department and business Metrics that Matter (KPI’s)
- To meet all quality standards in order to contribute to the overall level of customer satisfaction
- Identify and is appropriate record and provide alternative support to vulnerable customers
- To keep up to date of any changes in the company’s operations, products and services which will enable you to identify further opportunities to improve customer satisfaction and retention
- Acts at all times within the compliance of all current legislation and adheres to all company policies and procedures
- Provide world-class customer service to customers and suppliers in a courteous, effective and timely manner
You will need:
- Great verbal and written communication skills with a confident, friendly approach
- Excellent customer service skills
- To place our customers at the heart of every interaction – be the voice of our customer
- To take ownership – when our customers need our help, deliver a positive and lasting experience
- Have an ability and willingness to learn new systems and procedures
- Be computer literate, preferably with knowledge of using the internet and email
- Have an ability to overcome objections and self-motivated and enthusiastic with a positive attitude
- Flexible and resilient
- Strong Organisational skills
- To remain calm, objective and professional at all times
- To be adaptable in an ever-changing work environment
- To keep up to date with new policies and procedures, using all available means of information
- To ensure that personal conduct is in accordance with company policies and procedures
- To take responsibility for personal development, learning and performance levels
- To fully comply and remain conversant with all legislative requirements, including Data Protection
- Balanced in outcome for customer, business and shareholder
- Great attention to detail and accuracy of work
- Good time management skills
- Able to recognise when the situation is right to act independently or when to work as part of a team
- Experience in managing complaints through to resolution
- Excellent conflict resolutions skills
- Good understanding of consumer rights
We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:
- Performance related bonus
- Product discounts on the latest tech
- A range of wellbeing initiatives
- 25 days holiday plus 8 public holidays
Join our Contact Centre team and we’ll be with you every step of the way, helping you develop the career you want with on-going training and skills for life.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we’re committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we’ll do our best to help.
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Customer Service Advisor - Executive Resolution Team employer: Dixons Carphone
Contact Detail:
Dixons Carphone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Executive Resolution Team
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Currys and their values. This will help you connect your experiences to what they care about, especially when it comes to customer service.
✨Tip Number 2
Practice your communication skills! Since this role is all about helping customers, make sure you can clearly express your thoughts and ideas. Try role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past where you’ve turned a tough situation into a positive outcome. This will demonstrate your ability to handle complaints effectively.
✨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 way to reiterate your interest in joining the team!
We think you need these skills to ace Customer Service Advisor - Executive Resolution Team
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Service Advisor. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role is all about great communication, don’t hold back! Use clear and friendly language in your written application to demonstrate your ability to connect with customers effectively.
Highlight Problem-Solving Abilities: We love candidates who can think outside the box! Share examples of how you've resolved customer issues in the past, showcasing your ability to handle complaints with empathy and creativity.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you started on your journey with StudySmarter.
How to prepare for a job interview at Dixons Carphone
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Advisor role and its responsibilities. Familiarise yourself with the job description, especially the key skills like conflict resolution and customer empathy. This will help you tailor your answers to show how you fit the bill.
✨Showcase Your Communication Skills
As a Customer Service Advisor, strong verbal and written communication is crucial. During the interview, practice clear and confident communication. Use examples from your past experiences to demonstrate how you've effectively resolved customer issues or complaints, highlighting your friendly approach.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of specific instances where you’ve handled difficult customers or resolved complaints. Structure your answers using the STAR method (Situation, Task, Action, Result) to clearly convey your thought process and outcomes.
✨Emphasise Your Adaptability
The role requires flexibility in an ever-changing environment. Be ready to discuss times when you’ve adapted to new processes or handled unexpected challenges. Highlight your willingness to learn and grow, as this aligns with the company’s values and commitment to personal development.
