At a Glance
- Tasks: Be the friendly voice for customers via phone, email, and live chat.
- Company: Join Topps Tiles, Britain's largest specialist tile retailer with a focus on quality and service.
- Benefits: Enjoy flexible working, generous discounts, bonuses, and a supportive career development plan.
- Other info: Previous customer support experience is a plus, but enthusiasm is key!
- Why this job: Be part of a growing team that values your input and enhances customer experiences.
- Qualifications: A positive mindset, great communication skills, and a passion for customer support are essential.
The predicted salary is between 24000 - 36000 £ per year.
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Who we are
Big things are happening at Topps Tiles. As Britain’s largest specialist tile retailer, selling only the very best quality on-trend products, £1 of every £3 spent in the UK domestic tile market is spent with us. And we’re as big on career opportunities as we are on outstanding service and great value. After all, it’s brilliant, friendly, knowledgeable people that make us special. Right now we’re on a journey of exciting growth, as we build on seven consecutive years of success – there’s never been a better time to join the Topps Tiles family.
The Role
You will be the first point of contact for customers who interact with us by phone, email or our live chat facility. You will assist our store teams where required and have a personal drive to offer brilliant frontline support in all instances.
You will work with the team to provide constructive feedback on areas of the business that you feel are causing friction in the customer experience, with the desire to continually make improvements that enhance the customer journey.
Key Accountabilities
Customer
- To offer enthusiastic, friendly and positive support to enquiries made by phone, email or via live chat.
- To be passionate about providing brilliant levels of support.
- To aim to resolve situations that may lead to escalated complaints in a fast, friendly and fair manner, working alongside the key stakeholders where appropriate.
- To have an enthusiastic and positive mindset when assisting customers and colleagues.
- Feedback frequently on where you feel we have areas to improve to provide a better customer experience.
- Continue to maintain the successful team dynamic with a can-do attitude.
- Represent the business in a friendly, confident and professional manner.
- Take ownership of enquiries to the point of resolution or an effective handover where resolution is not possible.
- You should always be looking for the learnings in a situation, with a mindset of understanding why or how we have not offered the experience expected and be confident in suggesting change
Knowledge, Skills and Experience Required:
- A personal drive to offer brilliant levels of customer support.
- Reliable and dependable.
- An enthusiastic and positive approach mindset.
- A customer first mentality, solving the issue at hand then looking for the learnings.
- Great communication skills with an articulate capability.
- Basic computer competency.
- Previous experience of customer support.
- Experience of escalated complaint resolution.
In a culture where hard work is recognised and great results are rewarded, you can look forward to a company bonus that will give you a share of our success as well as a bonus based on your personal performance (up to 20% of your base salary). Then there’s a generous staff discount, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus flexible working, free on-site parking, generous discounts on products and services and more. A lot more. We’re committed to promoting talent from within too, which means you’ll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.
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#J-18808-LjbffrCustomer Support Specialist in Leicester employer: Topps Tiles
At Topps Tiles, we pride ourselves on being more than just Britain's largest specialist tile retailer; we are a community that values our employees as much as our customers. With a culture that celebrates hard work and rewards success through bonuses and generous benefits, including flexible working and extensive training opportunities, we empower our team members to grow and thrive in their careers. Join us in Loughborough, where you can make a meaningful impact while enjoying a supportive and dynamic work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Topps Tiles. 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 Topps Tiles 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 Customer Support Specialist in Leicester
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 Topps Tiles:Your cover letter is your chance to shine! Tell us why you want to work at Topps Tiles 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 Topps Tiles!
How to prepare for a job interview at Topps Tiles
✨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.
