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Customer Care Product Specialist

3 months ago

Preston, Lancashire, United Kingdom New Look Full time

From our first store in the 1960s, a little Taunton shop with great clothes and even better prices, to an omni-channel business serving millions of customerswe're New Look.

Our purpose is always to inspire That New Look Feeling and we believe that starts with us.

Our values motivate us every day:
we play to win, we're customer-obsessed and we work as one.


It's a busy and exciting time for the brand and we're on the hunt for a Customer Care Product Specialist to join our growing Customer Care team.


Job Purpose

At New Look Customer Care, we're committed to:

  • Showing our customers that we genuinely care
  • Making it easy for customers to get answers to their questions
  • Adding value back into the wider New Look business


Through innovative and creative use of these systems, you'll ensure that our Care & Easy promise is at the forefront of all enhancements and contributes to the continued success of our Customer Care operation contact centre.


Accountabilities & Responsibilities

  • Monitor and evaluate the performance of the knowledge base highlighting opportunities for improvement
  • Own and continually improve the online contact deflection features, working with UX stakeholders and Zendesk to ensure design best practice principles are adhered to
  • Implement and support an agile product working approach within the Customer Care team
  • Help identify and utilise new and emerging technologies that enhances the customer and advisor experience
  • Maintain the Customer Care change request process ensuring that all system issues impacting negatively on the customer journey are logged and tracked through to resolution
  • Own and manage the login process for all internal systems for all teams
  • Facilitate and provide documentation for all systems training
  • Work with IT project teams on any new initiatives within Customer Care
  • Monitor and evaluate product performance to facilitate continuous improvement, supported by feedback from Customer Care Operations & Support teams
  • Work with the Senior Customer Care Manager to delivery our technology strategy, refine & prioritize the backlog in order of customer/team benefits or changes in strategic vision

Skills, Knowledge & Experience

  • Experience with maintaining CRM platforms, in particular Zendesk, would be an advantage for this role
  • Highly technical and analytical with the ability to problemsolve and flag technical issues
  • An eye on continuous improvement and attention to detail
  • Ability to partner with and collaborate with others effectivity
  • Positive disposition with a willingness to focus on what can be done rather than what can't be done
  • Excellent written, verbal and presentation skills
  • Good understanding of the wider contact centre landscape and the dynamics of customer contact
  • High energy levels with the ability to work under pressure and to tight deadlines
  • Able to build positive and constructive relationships internally and with suppliers
  • An understanding of agile working principles would be an advantage

Key Relationships

  • Customer Care
  • Digital
  • Wider ecommerce teams
  • IT and Tech partners
Why New Look?

The amazing people, the fashion - there are so many reasons to love working at New Look.

We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.

You'll also receive these amazing benefits, to name only a few:

  • 40% staff discount
  • Monthly 25% off privilege vouchers for family and friends to enjoy
  • Season ticket loans


 Pension
  • A contributory private pension scheme
  • Virtual GP access
We pride ourselves on being a flexible employer. Although this is a full-time role, our colleagues work a range of patterns.

If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.