Customer Contact Advisor

Location: Comfort House Grange Road Batley

Salary: £25,374.00 per annum

Job Type: Full Time (37.5hrs Mon-Fri 8.30am-4.30pm, 9am-5pm with occasional Saturday work) and Part Time (30 hrs, £25,374 pro rata, Mon-Fri 9.30am-2.30pm with occasional Saturday work).

At HSL, the customer experience sits at the very heart of everything we do. Our Customer Contact Centre is often the first and last touchpoint of the customer journey, so ensuring a personal and seamless experience is essential. Unlike other Customer Contact Centres, HSL is not about getting through large volumes of calls and ticking boxes. Every customer contact counts, and each one is unique. We want every customer to feel truly valued, as though they were the only customer you dealt with that day. HSL’s vision is to ‘change the way people think and feel about comfort,’ and as a Customer Contact Advisor, you have the ability to make that vision a reality each and every day.

Main Purpose of the Role: This is a varied role where no two customer interactions are the same. Your primary function will be to delight every customer by effectively managing their enquiries, issues, or complaints in a calm and timely manner. You will build strong rapport with our customers and their loved ones, demonstrating empathy and sensitivity when handling difficult situations.

Key Responsibilities:

• Deliver a world-class level of customer service, striving for excellence at every opportunity.
• Utilise relevant data management systems to effectively service and record customer interactions.
• Communicate with HSL customers both verbally and in writing, gathering accurate information, offering advice, and completing accompanying administration.
• Work methodically under pressure to resolve customer enquiries and complaints.
• Handle complaint investigations and resolutions across all areas of the contact centre.
• Produce written responses to customers that meet service standards.
• Process customer repairs, refunds, and replacement orders.
• Manage out-of-lead-time enquiries and late deliveries.
• Handle pre-sale enquiries and advise customers across all product ranges.
• Input catalogue requests (web and mail) onto the database.
• Process mail orders and handle internal queries from stores and home visit teams.
• Enhance business performance by converting warm leads into store or home visit appointments.
• Schedule and manage customer appointments.
• Manage the home visits One-to-One booking system.
• Book HSL deliveries using the Maxoptra system.
• Investigate and locate lost stock at HSL, carriers, and warehouses.
• Add and book consignments on Maxoptra and carrier portals.
• Act as a role model by demonstrating HSL values and setting high standards for customer experience.
• Meet established service commitments and deadlines.
• Proactively keep customers informed through formal and informal communications.
• Follow up with customers to ensure satisfaction.
• Anticipate potential customer concerns and develop better alternatives.
• Seek feedback from customers to better understand their needs and concerns.

Position Requirements / Qualifications:

• Previous experience in a similar role with a proven track record in successful Customer Services, including writing bespoke letters/emails to customers.
• Experience in a customer contact role with call handling expertise.
• Excellent telephone manner and strong interpersonal skills.
• Ability to demonstrate resilience and work self-sufficiently.
• Strong team player who embraces HSL’s culture and values.
• Adaptable to change with strong time management skills.
• Proficiency in Microsoft Office and other IT systems.
• Knowledge of Trading Standards is advantageous.
• Strong listening skills and excellent communication skills.

If you’re passionate about providing exceptional customer service and want to be part of a company that values its employees and customers alike, we’d love to hear from you!