Customer Care Advisor

Leica Camera UK is looking for a Customer Care Advisor to play an integral role in delivering our operational support and repair services. Reporting directly to the Senior Manager Client Services, this role works as part of our Customer Care team of trained camera and optics repair technicians, providing world-class support to customers to service their Leica cameras. With a love of technology and a strong interest in photography or videography, Leica welcomes those with experience in electro-mechanical repair to apply to be a Customer Care Advisor in London.

You will have the opportunity to collaborate with our service management team in both the UK and Europe to develop your skillset and expand your repair-based knowledge within our service centres.

• Customer management and brand experience: Directly responsible for the management of all Customer Care matters in-store including but not limited to the delivery of excellent customer experience, handling of any Customer Care enquiries by phone, emails and in-person, providing customer support and advice, the completion of sensor cleans, firmware updates and cosmetic repairs, the provision of spare parts and receiving repairs from the stores and customers.
• Effective prioritisation and management of customer workload, ensuring that regular contact is maintained, estimates are sent promptly and any email and phone enquiries or questions are handled swiftly and efficiently and escalated where appropriate.
• Proactive monitoring and management of repair statuses (both external and in-house) taking ownership of repair from start to finish.
• Building lasting relationships with ICO customers through the provision of a personalised and individual service that intuitively balances customer requirements and expectations with company policies and procedures.
• Effective management of customer-owned products to ensure zero losses.
• Supporting the wider Customer Care team when needed (for example during busy periods or times of holiday) by covering telephone calls, the Customer Care inbox and liaising with dealers and other UK customers as appropriate.
• Visiting and providing Customer Care services within ICO stores such as Harrods when required.
• Reflect Leica standards of appearance and will be responsible for welcoming clients, dealing with queries/complaints as they occur face to face as well as via email in a professional and courteous manner, ensuring a positive experience for all customers.

• Ensuring that loans are issued in line with Company policy and procedures.
• Managing loan inventory and ensuring all loans are recorded appropriately in SAP.

• Responding to ICO spare order requests promptly and efficiently.
• Managing local spare inventory and maintaining appropriate spare parts stock levels. Any ordering requests should be placed centrally through the Customer Care Team to ensure optimum stock levels are maintained but stock holding remains below the set threshold.

• Understanding and properly executing all systems, CRM and SAP procedures to ensure efficiency and accuracy.
• Keeping up to date with and adhering to all Leica Camera Ltd company policies as set out in Colleague Guide.
• Taking personal responsibility for upholding policies and procedures, especially but not exclusively, Health and Safety, Security and Payment Card Industry Data Security Standards and ensuring financial reconciliation as required.

• Keeping up to date with Leica Camera UK and Leica Camera AG developments and news, continually developing and sharing product knowledge and industry developments.
• Supporting the wider Customer Care team, also supports the Store Manager, Retail and Gallery teams both on request but also by being intuitive to their needs.
• Support the Company at events and shows and on dealer visits.
• Reflect Leica's standards of appearance and behaviour.

• Previous technician and repair experience in the camera or watch industry.
• Exceptional customer service.
• Excellent communication and organisation skills.
• Demonstrates flexibility in attitude, willingness to go the extra mile and sees solutions rather than problems.
• A true team player.
• Strong IT skills and experience with SAP would be an advantage but not a requirement.
• Interest in photography and/or Sport Optics.

• Competitive salary and bonus scheme.
• Private Medical Insurance.
• Life Insurance.
• Generous staff discount.
• 25 days annual leave plus Bank Holidays.
• 2 days Volunteering Day per year.
• Cycle to Work Scheme.
• Workplace Pension.
• Access to Employee Assistance Programme.
• Training & Development.

Equal Opportunities Employer: Leica is committed to and promotes the principle of equal opportunities in employment. We aim to treat people fairly and ensure that discrimination does not occur at any stage of recruitment, selection or employment on any grounds including race, religious beliefs, gender reassignment, ethnic or national origin, sex, age, marital status, disability, sexual orientation, pregnancy or maternity and trade union activities. It is the policy of Leica to ensure that all job applicants and colleagues are recruited, trained and promoted solely based on their abilities.