Job Details

My client is one of the UK's most recognised retail brands with a reputation for world class customer service.
As Contact Centre Customer Advisor, you will provide customers with a consultative service whilst ensuring that internal departments are updated frequently to ensure ongoing efficiency of the full processes internally.
You will also contact existing customers with the intent of re-engaging them with our client’s relevant products and services.

About the responsibilities – as a Contact Centre Customer Advisor, you role will include:

• Answering all inbound customer communications (phone calls, e-mails, web enquiries) and ascertain the customer’s requirements
• Listening to customer's queries, clarifying the problems and documenting this then advising accordingly
• Determining solutions needed by reviewing history and referencing call manuals for accuracy
• Advising customers of potential solutions, providing quotations and documenting any bookings
• Providing advice/guidance to customers on the location and facilities of the relevant customer centres
• Ensuring customer details are confirmed and updated accurately on the appropriate systems, in line with GDPR/Data Protection Guidelines
• Loading the customer services team diaries in accordance with the company’s booking requirements
• Keeping updated with the Internal Systems requirements, following company processes / procedures and completing supporting documentation correctly
• Ensuring technical knowledge is up to date to understand customer needs and requirements
• Ensuring industry/business knowledge is up to date by participating in educational/training opportunities and reading relevant publications

• Exceptional customer service and communication skills
• Previous experience within a customer facing role, particularly in dealing with retail customers over the telephone in a high-volume environment
• Confident, friendly and passionate about providing an excellent customer experience
• Previous experience working within a contact is advantageous, but not essential

• You will work 38 hours per week from Monday to Friday from either 8.30am to 5.30pm or 10.00am to 7.00pm
• Salary up to £24,000 p.a., depending on experience
• Bonus of up to £6,000 per year
• 24 days holiday per year plus bank holidays
• Private Medical Insurance
• Contributory Pension Scheme
• Life Assurance
• Staff preferential rates