At a Glance
- Tasks: Deliver exceptional customer service across multiple channels and resolve queries with confidence.
- Company: Join Vintage Cash Cow, a leader in sustainable reCommerce.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and driving positive change.
- Qualifications: Experience in customer-facing roles and strong communication skills.
The predicted salary is between 26250 - 26250 € 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.
Department: Customer Engagement
Location: Trimble Offices, Morley
Compensation: £26,250 / year
Description
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 Trading Limited, we’re committed to creating an inclusive environment where everyone feels heard, respected, and able to bring their authentic self to work. We believe that diversity fuels innovation, creativity, and success. We welcome applicants from all backgrounds, perspectives, and experiences, and we work hard to ensure equitable opportunities for all. If you're excited about this role but don’t meet every requirement, we still encourage you to apply, your unique skills and experiences might be exactly what we need now or in the future. If you need any adjustments or accommodations during the hiring process, just let us know and we’ll do our best to support you. Your personal data will be handled in accordance with our Privacy Notice.
Multichannel Cx Agent in Leeds employer: Vintage Cash Cow
At Vintage Cash Cow, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions sustainability and customer engagement. Located in the heart of Morley, Leeds, our Customer Engagement Centre fosters a collaborative environment where employees are encouraged to grow and develop their skills while delivering outstanding service. With a commitment to inclusivity and continuous improvement, we provide meaningful opportunities for personal and professional growth, making us a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Multichannel Cx Agent 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 in what they do.
✨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 during your interview 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 that 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 Cx Agent in Leeds
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight any experience you have in customer-facing roles. We want to see how you've handled queries and provided support across different channels, so share those stories!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts well. We appreciate a good communicator who can adapt their tone to suit different situations.
Tailor Your Application:Take the time to customise your application for this role. Mention specific skills or experiences that align with our mission at Vintage Cash Cow, especially around sustainability and customer engagement.
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!
How to prepare for a job interview at Vintage Cash Cow
✨Know Your Stuff
Before the interview, make sure you’re familiar with Vintage Cash Cow’s products and services. Understanding their mission around reuse, recycling, and sustainability will show that you’re genuinely interested in the role and the company.
✨Practice Multichannel Communication
Since this role involves various contact channels, practice how you would handle customer queries across phone, email, and webchat. Think about how to adapt your tone and approach for different situations, as this will be key in demonstrating your communication skills.
✨Showcase Problem-Solving Skills
Be ready to discuss examples of how you’ve resolved customer issues in the past. Highlight your ability to think on your feet and provide first-contact resolutions, as this aligns perfectly with the expectations for the Multichannel Engagement Team Advisor.
✨Emphasise Team Spirit
This role is all about collaboration, so come prepared to talk about how you’ve supported your peers in previous roles. Share experiences where you contributed to a positive team culture or helped implement new processes, as this will resonate well with the interviewers.
