At a Glance
- Tasks: Support prime account customers and manage orders with a focus on exceptional service.
- Company: Join Sanderson Design Group, a luxury interior design house with a rich history.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
- Why this job: Be part of a team that creates beautiful experiences for customers in their homes.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 25000 - 32000 £ per year.
At Sanderson Design Group, we are always looking for talented, ambitious and motivated people to join our team. We are seeking a Prime Account & Digital Customer Service Advisor to provide comprehensive support to prime account customers and sales managers, manage administrative tasks associated with Tradehub and EDI orders, and handle all UK customer service correspondence via the Ignite platform.
This role also encompasses Order & Customer Management: ensuring timely order processing, maintaining accurate system information, and building robust relationships with our customers. Assist with after-sales service, including fault resolution and claims management. Engage with potential and existing customers to thoroughly understand their needs. Gain and utilise an in-depth knowledge of our products and ranges to suggest add-ons or alternatives, enhancing the customer's purchase experience and preventing potential loss of sales.
This will be achieved by delivering a world-class, customer-centric journey, meticulously designing and executing each step of the customer journey to meet individual needs and exceed expectations, fostering a seamless and memorable experience that cultivates loyalty and positions us as the first choice for our customers.
About Us: Sanderson Design Group plc is a luxury interior design house, home to six iconic brands with over 165 years of history: Sanderson, Morris & Co., Harlequin, Zoffany. Our portfolio spans fabric, wallpaper, and paint, with manufacturing capabilities through Anstey and Standfast & Barracks. Our purpose is to ‘bring the beautiful into people’s homes and lives’ and we are the proud owner of one of Europe’s largest design archives, with over 75,000 historical documents and artworks. We also have a growing international licensing programme which supports our strategic global expansion.
Key Responsibilities:
- Telephone, Webchat & Email Support: Provide prompt and professional service to both prime account customers and prime account sales managers via telephone and email, while handling interactions on the Talkative webchat platform for all customers using our Tradehub self-service platform. This role involves managing all forms of communication with the highest level of efficiency and accuracy.
- Manage all enquiries and orders ensuring that information is processed correctly and promptly in line with the service expected by all our customers.
- Portal Maintenance: Responsible for the upkeep of the prime account web and EDI portals, ensuring they are maintained to the agreed standards and levels, specifically in relation to customer service and order-related functions. This role requires a meticulous approach to managing portal content and functionality, ensuring that all elements are optimised to support efficient customer service operations and effective order processing.
Measures of Success:
- Customer Satisfaction: Maintain high levels of customer satisfaction by ensuring every interaction meets the company’s standards for quality service.
- Number of Interactions Handled Per Day: Efficient management of daily interactions across email, calls, and Talkative webchat platforms.
- Time Taken Per Interaction: Aim to minimise the time taken per interaction while maintaining effectiveness and customer satisfaction.
- Accuracy of Orders and Sample Entries: Ensure all orders and sample entries are processed with high accuracy to an agreed standard.
- Maintenance of Prime Account Portals: Keep prime account portals updated and ensure they are maintained within the agreed standards to facilitate smooth operations and customer access.
Connecting with Others:
- Sales Colleagues: Collaborate with Prime Account Sales Managers and other sales colleagues to ensure optimum performance and alignment on customer expectations and service delivery.
- Customers: Engage in proactive relationship management and strategic business development to enhance loyalty and growth with prime account holders.
- Collaborating with Customer Service Management: Work closely with Customer Service and Administration Managers to assess and enhance service levels across all communication platforms. Utilise customer feedback to drive continuous improvement and engage in regular discussions with management to share insights and strategies.
Values & Behaviours:
- Intrepid: Proactively seek solutions, make thoughtful decisions quickly and step forward with confidence.
- Imaginative: Be resourceful, be curious, share knowledge and work inclusively with others to drive creativity and innovation.
- Respectful: Positive communication and collaboration.
We are committed to providing equal opportunities to all and we welcome applications from candidates with diverse backgrounds.
UK - Prime Account & Digital Customer Service Advisor in Loughborough employer: Sanderson Design Group
At Sanderson Design Group, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters creativity and collaboration. Located in Loughborough, our team enjoys a supportive environment with ample opportunities for professional growth and development, alongside competitive benefits that enhance work-life balance. Join us to be part of a legacy that brings beauty into people's homes while working with passionate individuals dedicated to delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land UK - Prime Account & Digital Customer Service Advisor in Loughborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sanderson Design Group. 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 Sanderson Design Group 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 UK - Prime Account & Digital Customer Service Advisor in Loughborough
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 Sanderson Design Group:Your cover letter is your chance to shine! Tell us why you want to work at Sanderson Design Group 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 Sanderson Design Group!
How to prepare for a job interview at Sanderson Design Group
✨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.
