At a Glance
- Tasks: Provide top-notch customer service and IT support for our network of SPAR stores.
- Company: Join a family-run business with over 150 years of community service.
- Benefits: Enjoy 30 days annual leave, 20% staff discount, and health support.
- Other info: Great career growth opportunities and ongoing training available.
- Why this job: Be part of a dynamic team making a real difference in customer experience.
- Qualifications: Passion for customer service and IT, with strong problem-solving skills.
The predicted salary is between 20000 - 25000 £ per year.
Based at our contemporary head office and distribution centre on the outskirts of Preston, James Hall & Co. Ltd. have been established for over 150 years proudly serving communities across the north of England as supplier and distributor to over 450 SPAR stores. We are proud to be one of the biggest employers in Lancashire with over 4000 colleagues who represent our core values of passion, enterprise, and family every single day.
Contract Type: Permanent
Hours of work: 39 hours per week over 4 days, between the hours of 6.00am and 6.30pm and includes around 1 full weekend in 6 (6.00am to 4.30pm)
Location: Office based - James Hall & Co. Ltd, SPAR Distribution Centre, Bowland View, Preston, PR2 5QT
About the Role
We have an exciting opportunity to become part of our in-house team of Customer Support & IT Advisors here at James Hall & Co. As a key member of our Customer Support Hub, you’ll handle a blend of customer service and IT-related queries. You’ll ensure smooth operations by resolving customer issues, troubleshooting technical problems, and maintaining high service standards for our network of around 450 SPAR stores.
Here’s What You Can Expect to be Doing
- Providing first-line support for customer queries: Addressing a range of issues from general service enquiries to IT support, including till problems, software issues, and network outages.
- Collaborating with IT specialists: Liaising with the wider IT department for complex technical issues and following escalation processes to ensure timely resolution.
- Communicating effectively: Engaging with customers and internal teams through email, Microsoft Teams, telephone, and face-to-face interactions.
- Managing and documenting incidents: Accurately recording and overseeing incidents while coordinating with internal and third-party teams for swift resolution.
- Contributing to excellent customer service: Upholding our company's reputation through your commitment to quality service and technical proficiency.
- Taking personal responsibility: Proactively managing tasks, following through on commitments, and seeking solutions independently rather than waiting for direction.
We’re seeking individuals with a passion for both customer service and IT support. While prior experience in a contact centre or IT support environment is preferred, we particularly value the following attributes:
A Few Things About You
- Customer Service Excellence: A proven track record in delivering high-quality customer service, with the ability to manage customer expectations and resolve issues effectively.
- IT Support Experience: Strong understanding of troubleshooting hardware, software, and network issues.
- Excellent communication skills: Both verbal and written, with the ability to explain technical issues clearly and effectively.
- Problem-solving abilities: A proactive approach to addressing customer issues and a keen eye for detail.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment and work effectively under pressure.
Why Join Us?
James Hall & Co. Ltd. have one simple vision: to still be in business in another 50 years! To make this vision possible we need the best talent to join us on our journey. We are a family company and believe that if we look after our people, they will look after us.
- Loyalty Pay: Celebrate your work anniversary with a little extra! You’ll earn an additional £0.25 per hour over the financial year, with the hourly amount increasing the longer you stay with us. Your total is paid as a lump sum in the month following your anniversary.
- 20% Staff Discount: Enjoy 20% off your shopping in our company-owned SPAR stores — perfect for those everyday essentials and treats.
- Annual Leave: Start with a generous 30 days of annual leave, inclusive of Bank Holidays. Entitlement increases with length of service, rewarding your continued commitment.
- Health & Wellbeing: All colleagues can access our on-site registered nurses and physiotherapist at Bowland View for confidential support. We also run a year-round programme of health and wellbeing initiatives covering physical, mental, and lifestyle topics.
- Company Sick Pay: We offer a Company Sick Pay scheme to support you during periods of ill health, providing peace of mind when you need it most.
- Pension & Life Insurance: You will be enrolled into the Nest pension scheme. After two years of service, you will also receive life insurance cover, offering added security for you and your loved ones.
- Free Onsite Parking: All colleagues have access to free onsite parking, making your commute more convenient and cost-effective.
- Learning & Development: Whether you're looking to build your career or gain new skills, our in-house team will support you with fully funded, accredited training and industry-recognised qualifications.
- Grocery Aid Support: Access free, confidential, 24/7 support through Grocery Aid — offering expert advice and help on everything from mental health and financial concerns to legal issues and family support.
For more information about us and the benefits we offer, please head over to our careers page.
James Hall & Co. - Customer Service & IT Advisor employer: James Hall
James Hall & Co. Ltd. is an exceptional employer, offering a supportive and dynamic work environment at our modern head office and distribution centre in Preston. With over 150 years of service, we prioritise employee well-being through generous benefits such as 30 days of annual leave, health and wellbeing initiatives, and opportunities for professional development, all while fostering a culture of loyalty and community among our 4000 colleagues.
StudySmarter Expert Advice🤫
We think this is how you could land James Hall & Co. - Customer Service & IT Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at James Hall. 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 James Hall 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 James Hall & Co. - Customer Service & IT 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 James Hall:Your cover letter is your chance to shine! Tell us why you want to work at James Hall 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 James Hall!
How to prepare for a job interview at James Hall
✨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.
