Customer Services Advisor

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About the Role

Join our friendly team as a Customer Services Advisor and help our valued customers have an exceptional experience at every stage of their journey! You'll be responsible for handling customer enquiries, resolving issues efficiently, and ensuring every interaction leaves a positive impression. In this varied role, you'll work across different communication channels (phone, email, and live chat) - typically focusing on one or two channels at a time.

A typical day might include helping a customer with product reselection over the phone, resolving a delivery query via email, answering questions about warranties, and supporting customers through live chat - no two days are the same!

Salary and Hours

• Salary: £25,000 - £26,000 per annum based on experience (full-time, 37.5 hours per week), pro rata for part-time hours

• Full and Part Time Available (Full-time: 37.5 hours per week / Part-time hours available: 15 - 30 hours)

• Rota-based role working 5 days out of 7 (based on full time), including regular weekend cover, on a rotating pattern (exact days will vary week to week)

What You'll Do

• Respond to customer enquiries via phone, email, and live chat in a timely and professional manner

• Resolve customer complaints and concerns effectively, turning complex situations into positive outcomes

• Liaise with suppliers to report issues and secure the best resolutions for customers

• Collaborate with other departments to ensure seamless customer satisfaction

• Identify and escale priority issues appropriately

• Maintain accurate records and adhere to all customer service standards and procedures

How We'll Support You

• Comprehensive training programme designed to equip you with product knowledge and customer service best practices

• Structured onboarding to build your confidence and understanding of our systems

• Ongoing development including brand training and coaching

• Regular feedback and support to help you consistently improve and succeed

• A friendly, experienced team who want you to do well from day one

What We're Looking For

• Previous experience in a customer service role

• Previous experience of using a CRM system is desirable, but not essential

• Exceptional communication skills, both verbal and written

• Strong problem-solving abilities with a tenacity for resolving concerns comprehensively and quickly

• Ability to work across different channels and prioritise effectively in a fast-paced environment

• Computer literate with good literacy and numeracy skills

• Ability to remain calm under pressure and maintain a positive, helpful approach

• Detail-oriented, proactive, and resilient

• Honest, trustworthy, and genuinely passionate about delivering excellent customer service

Why You'll Love Working Here

• Competitive salary with opportunities for career growth

• Friendly, collaborative work environment

• Birthday off to celebrate your special day

• Employee discount scheme for personal purchases

• Charity Day – one paid day to volunteer for a cause you care about

• Opportunities for loyalty rewards and long-service recognition

• Supportive team culture where you'll feel valued and appreciated

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