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- Tasks: Deliver exceptional customer service across multiple channels and resolve queries with confidence.
- Company: Join Vintage Cash Cow, a leader in sustainable reCommerce with a vibrant team culture.
- Benefits: Competitive salary of £25,000, inclusive environment, and opportunities for personal growth.
- Why this job: Be the voice that transforms customer experiences while promoting sustainability and reuse.
- Qualifications: Experience in customer-facing roles and strong communication skills are essential.
- Other info: Dynamic work environment with a focus on collaboration and continuous improvement.
The predicted salary is between 25000 - 35000 £ per year.
About the team: Our Customer Engagement Centre (CEC) is at the heart of delivering exceptional experiences for our customers. We’re the team that guides people through selling their vintage, valuable and unique items, making it simple, reassuring, and genuinely enjoyable. Based in Leeds and supporting Vintage Cash Cow’s mission to transform reCommerce with a focus on reuse, recycling and sustainability, the CEC team plays a huge role in helping us scale responsibly.
About the role: The Multichannel Engagement Team Advisor is a newly created role designed to elevate our customer experience across a variety of contact channels, including inbound and outbound phone, email, webchat, and more. You’ll be the first point of contact for our customers, handling a wide range of queries with confidence, clarity, and empathy. Reporting into the Multichannel Engagement Team Leader, you’ll work across several systems and platforms, contributing to seamless service, fast resolutions, and meaningful customer connections.
Getting Started… You’ll quickly get up to speed with our products, services, systems, and tone of voice. You’ll learn how each contact channel works, shadow our most experienced advisors, and begin taking live queries with support.
Establishing Your Impact… Once settled, you’ll confidently handle a wide range of enquiries across multiple platforms. You’ll be resolving issues end to end, spotting recurring themes, and sharing insights that help us improve the overall customer journey.
Driving Excellence… You’ll become a trusted multichannel specialist, delivering accurate, efficient, and friendly support that customers genuinely remember. You’ll champion quality, consistency, and continuous improvement as we build out this new function.
Key Goals & Objectives:
- Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks.
- Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible.
- Maintain accurate logging and documentation in all systems, meeting data protection and quality standards.
- Collaborate effectively with internal teams to solve complex issues and share knowledge.
- Identify patterns in customer feedback, proposing improvements to enhance experience and reduce friction.
- Contribute to team culture by supporting peers, sharing learnings, and helping embed new tools and processes.
Key Responsibilities
- Respond to customer enquiries across phone, email, webchat, and other channels.
- Provide clear, accurate, and friendly information about VCC’s products, services, and processes.
- Take ownership of customer issues, ensuring full resolution and escalating only when essential.
- Work collaboratively with teams across the business to solve complex cases.
- Log all interactions accurately, adhering to GDPR, data protection, and internal quality standards.
- Flag recurring issues, process gaps, or opportunities to improve the customer journey.
- Navigate and switch between multiple systems and platforms with confidence.
- Support new team members by sharing knowledge and contributing to a positive, collaborative environment.
- Adapt quickly to new tools, systems, and processes as the team evolves.
- Use conflict resolution techniques to prevent and de-escalate complaints.
Skills, Knowledge and Expertise
- Experience in a customer-facing role, ideally across more than one contact channel.
- Confident communicator (written and verbal) who can adapt tone and approach to different customer needs.
- Ability to multitask and manage multiple platforms and contact types simultaneously.
- Strong problem-solving mindset with a focus on getting it right first time.
- Empathetic, resilient, and calm under pressure.
- Tech-savvy and comfortable learning new systems and tools.
- A collaborative team player with a positive influence on team culture.
Nice to Have (but Not Essential):
- Experience working in a multichannel or contact centre environment.
- Knowledge of CRM or customer case management systems.
Equal Opportunities
At Vintage Cash Cow, we are committed to fostering an inclusive environment where everyone feels heard, valued, respected, and empowered to bring their authentic self to work. We believe that diversity drives innovation, creativity, and success. We welcome applicants from all backgrounds, perspectives, and experiences, and we strive to create equitable opportunities for all. Together, we’re building a culture that celebrates individuality and champions equity at every level of our organisation. If you’re excited about this role but don’t tick every box, we still encourage you to apply — your unique skills and experiences might be just what we’re looking for now or in the future. If you need adjustments or accommodations during the hiring process, please reach out and we’ll do our best to support you.
Multichannel Customer Advisor in Leeds employer: Vintage Cash Cow
Contact Detail:
Vintage Cash Cow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Multichannel Customer Advisor in Leeds
✨Tip Number 1
Get to know the company inside out! Research Vintage Cash Cow's mission and values, especially their focus on sustainability. This will help you connect with the team during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries across various channels, try role-playing different scenarios with friends or family. This will boost your confidence and help you adapt your tone to different customer needs.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved issues effectively. Be ready to share these stories in your interviews to demonstrate your ability to handle customer enquiries end-to-end.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the team at Vintage Cash Cow. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Multichannel Customer Advisor in Leeds
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and don’t be afraid to share a bit about your passion for customer service.
Tailor Your Application: Make sure to customise your application for the Multichannel Customer Advisor role. Highlight your experience with different contact channels and how you've successfully resolved customer queries in the past. This shows us you understand what we're looking for!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your experiences and skills. Avoid fluff and focus on what makes you a great fit for our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Vintage Cash Cow
✨Know the Company Inside Out
Before your interview, take some time to research Vintage Cash Cow and their mission. Understand their focus on reuse, recycling, and sustainability. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Multichannel Skills
Since the role involves handling customer queries across various channels, be prepared to discuss your experience with different communication methods. Share specific examples of how you've successfully managed customer interactions via phone, email, or webchat in the past.
✨Demonstrate Empathy and Problem-Solving
The job requires a strong problem-solving mindset and empathy. Think of scenarios where you resolved customer issues while maintaining a positive experience. Be ready to explain your thought process and how you handled challenging situations.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, training processes, or how they measure success in the role. This shows that you're engaged and eager to contribute to the team’s goals.