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For Companies At a Glance
- Tasks: Join our team to deliver top-notch customer service via phone, email, and live chat.
- Company: Dune London is a leading affordable luxury footwear brand with a global presence.
- Benefits: Enjoy 60% off products, 25 days holiday, and a supportive work culture.
- Why this job: Be part of a fun, dynamic team while helping customers have the best experience.
- Qualifications: PC literate with excellent communication skills; customer-focused and proactive.
- Other info: Opportunities for growth as we expand and partner with charities like Mental Health UK.
The predicted salary is between 24000 - 36000 ÂŁ per year.
About us
Dune London is the leading affordable luxury footwear and accessories brand in the UK, with broad distribution across both the UK and internationally. It has 50 stores in the UK and over 100 in 25 countries around the world. The company is entering a period of sustained growth both through additional stores, expansion of sales on its online channels and through third party partners both in the UK and globally. Celebrating its 30th anniversary the group has over the years built an enviable position as the specialist in quality fashion footwear and accessories which has given it a unique position at the high end of the high street.
About the role
Are you passionate about delivering outstanding customer service? Do you thrive in a dynamic and supportive team environment?
We are looking for a Customer Experience Advisor to join our vibrant Customer Experience Team at Dune London’s Distribution Centre in Leicester. As an integral part of our business, you will ensure our customers receive excellent service across various communication channels, including phone, email, live chat, and post.
Our structured office hours promote a healthy work-life balance, and we provide ongoing training and support, including real-time coaching sessions, to help you succeed.
RESPONSIBILITIES:
Customer
- Handle all customer contacts quickly, efficiently to a high standard within agreed KPI’s
- Acknowledge and respond to general queries via telephone, email, live chat and post with a friendly and “can do” approach
- Assist customers with any issues relating to the Dune experience. This could include, Dune website, Dune retail stores or Dune concessions
- Follow GDPR guidelines (Data Protection) to every customer contact
- Take ownership of every opportunity to upsell other products offered by Dune London in a positive “Sales Through Service” attitude
Team
- Contribute directly and take ownership of all tasks within the Customer Experience Department
- Play your part in maintaining our fun, committed and customer focused working environment
- Be flexible when asked to assist with or undertake ad-hoc tasks
Personal
- Develop and maintain a high level of knowledge about our products, our business, retail law and the customer experience industry
- Be proactive in developing and maintaining close working relationships with customers and colleagues
Business processes and systems
- Assist in identifying system or process issues and be confident in offering potential solutions / improvements to rectify these issues
- Demonstrate a proactive approach to continuous improvement
EXPERIENCE / SKILLS REQUIRED:
- PC literate – particularly in MS office suite
- Excellent communication skills – both written and verbal
- Excellent organisational and administrative skills
- A sound understanding of the Data Protection Act and PCI DSS and their application to the customer service environment
- Confident in multi-tasking ensuring attention to detail is applied
- Ability to communicate effectively with people at all leve
- Enthusiastic, proactive and self-starting
- Ability to work on own initiative as well as part of a team
- Customer focused
- Ability to remain calm and professional under pressure
- A flexible approach to working hours during business peak times
About the perks
- Friendly and open culture with flat structures allowing plenty of opportunity for development.
- Company growth and opportunity; Dune is opening new stores and channels and evolving all the time
- Open-minded company, welcoming thoughts and ideas to be shared
- Working with charitable organisations to help raise funds and give something back. Our current charity partner is Mental Health UK.
- 60% employee discount on Dune products – what’s not to love!
- 25 days holiday (plus the bank holidays)
- Cycle2work
- Company pension scheme
- Life assurance for all team members
- We look after our people
- Team socials and drinks – we like to have fun!
- Access to our employee assistance programme, retailTRUST, who provide loads of resources to support with wellbeing and personal development offer free counselling legal advice and financial guidance.
- Our own Wellbeing Allies – there to talk when you need them.
What happens next?
We will take a good look at your application and if we don’t feel we are right for you, we’ll make sure we let you know but sadly we are not able to give tailored feedback.
If we are excited to find out more about you, we will give you a call and arrange to talk.
A few things that might help:
- Research the brand, the role, your interviewer on LinkedIn; browse our website; and visit a store if you can
- Make sure you have plenty of examples to show off all your amazing skills and experience relevant to this role
Customer Experience Advisor employer: The Dune Group
Contact Detail:
The Dune Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Advisor
✨Tip Number 1
Familiarize yourself with Dune London's brand values and product range. Understanding what makes their footwear and accessories unique will help you connect better with customers and demonstrate your passion for the brand during the interview.
✨Tip Number 2
Practice your communication skills, especially in handling customer queries. Since the role involves various channels like phone, email, and live chat, being able to articulate your thoughts clearly and confidently is crucial.
✨Tip Number 3
Show your enthusiasm for teamwork and flexibility. Dune London values a fun and committed working environment, so be prepared to share examples of how you've contributed positively to team dynamics in previous roles.
✨Tip Number 4
Be ready to discuss how you handle pressure and maintain professionalism. The ability to stay calm and focused during busy periods is essential, so think of specific instances where you've successfully managed challenging situations.
We think you need these skills to ace Customer Experience Advisor
Some tips for your application 🫡
Research the Brand: Start by researching Dune London. Familiarize yourself with their products, values, and customer service approach. This will help you tailor your application and show genuine interest.
Highlight Relevant Experience: Make sure to include specific examples from your past experiences that demonstrate your customer service skills, ability to handle queries, and any experience with upselling or working in a team environment.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects strong written communication. Use clear and concise language, and consider including examples of how you've effectively communicated in previous roles.
Tailor Your Application: Customize your CV and cover letter to align with the job description. Emphasize your enthusiasm for customer service and your proactive approach to problem-solving, as these are crucial for the Customer Experience Advisor role.
How to prepare for a job interview at The Dune Group
✨Know the Brand
Before your interview, take some time to research Dune London. Understand their products, values, and recent developments. This will help you demonstrate your genuine interest in the company and its mission.
✨Prepare Customer Scenarios
Think of specific examples from your past experiences where you provided excellent customer service. Be ready to discuss how you handled difficult situations and what you learned from them, as this role heavily focuses on customer interactions.
✨Show Your Team Spirit
Dune London values a fun and committed team environment. Be prepared to share examples of how you've contributed to a positive team dynamic in previous roles, highlighting your flexibility and willingness to help others.
✨Demonstrate Proactivity
The role requires a proactive approach to problem-solving. Think of instances where you identified issues and proposed solutions. This will show your potential employer that you can contribute to continuous improvement within the Customer Experience Team.
