Customer Contact Advisor

2 weeks ago

Batley, Kirklees, United Kingdom HSL Chairs Full time

Customer Contact Advisor

General Details:

Apply (by clicking the relevant button) after checking through all the related job information below.
Location: HSL Comfort House Units 1-3a, Grange Road Industrial Estate, Grange Rd, Soothill, Batley WF17 6LN
Salary: £23,000k
Hours of work: 37.5 hours per week - 5 days over 7 on a 3 week rotational basis.

Week 1: 08:30am to 16:30pm/ Week 2: 09:00am to 17:00pm/ Week 3: 10:00 to 18:00pm
1 Saturday on a Rotation (1 in 4 weeks) There is a requirement to cover some Bank Holidays.
Permanent position

At HSL the customer experience sits at the very heart of everything we do. Our Customer Call Centre is often the first and last touchpoint of the customer journey, so ensuring a personal and seamless experience is essential. Unlike other Customer Call Centres, HSL is not about getting through large volumes of calls and ticking boxes, every customer contact counts and each one is unique, we want every customer to feel as though they are truly valued and as though they were the only customer that you dealt with that day. The HSL vision is 'change the way people think and feel about comfort' and as a Customer Contact Advisor, you have the ability to do that each and every day.

Main purpose of the role:

The role will be varied, no one customer experience is the same. Your primary function will be to delight each and every customer through effectively managing their enquiries, issues or complaints in in a calm and timely manner. You will be of a friendly nature, wearing the HSL smile as you build good rapport with our customers and/or their loved ones, whilst demonstrating empathy and sensitivity when managing difficult situations.

Key responsibilities:

  • Deliver a world class level of customer service, whilst striving for excellence at every opportunity.
  • Utilising relevant data management systems to effectively service and record customer contacts.
  • Communicating with HSL customers both verbally and written at length to obtain accurate and relevant information, offering advice and support, and completing all accompanying administration.
  • Working in a methodical manner whilst under pressure, resolving customer enquiries and complaints
  • Complaint handling including investigation and resolution throughout all areas of the contact centre.
  • Produce written response to customers which meet the required service standard
  • Process customer repairs
  • Process refunds and replacement orders
  • Handle out of lead time enquires / late deliveries
  • Handling of pre-sale enquiries, including being able to advise customer across all product ranges
  • Input of catalogue requests (Web and Mail) onto the database
  • Inputting of mail orders
  • Handling internal queries from stores and home visit teams
  • Enhance the performance of the business by converting warm leads into either store or home visit appointments
  • Booking and scheduling of customer appointments
  • Provide assistance on journey planning when required
  • Management of the home visits One to One booking system
  • Booking HSL deliveries on Maxoptra system
  • Investigating and locating lost stock at HSL, carriers and warehouses
  • Adding and booking consignments on Maxoptra and carrier portals

Position requirements/Qualifications:

  • Previous experience of working in a similar role and a proven track record in successful Customer Services including writing bespoke letters/emails to customers
  • Previous experience in a customer contact role with call handling experience
  • Excellent telephone manner
  • Must be able to demonstrate resilience and be self sufficient
  • Can work well in a team and embrace HSL's culture
  • Adaptable to change and good time management skills
  • Good IT skills are required including proficiency in Microsoft Office
  • Trading Standards knowledge is advantageous
  • Good listening skills and excellent interpersonal/communication skills

What can you expect from us?

Besides becoming part of a truly, wonderful family culture, you can also expect:-

  • Contributory pension
  • Death-in-service cover
  • 30 days' holiday (pro rata) including public holidays – increasing to 33 for long-standing service
  • Discretionary bonus (usually paid annually)
  • Health cash plan offered through Westfield Health giving cashback on optical, dental, physiotherapy and much more
  • Westfield rewards – spend and collect points or discounted shopping vouchers (e.g. 7% off at M&S), discounted gym membership etc
  • Annual flu vaccines
  • Colleague discount (50% on HSL furniture for personal use & 20% for family and friends)
  • Transave Partnership (You can opt to boost your financial wellbeing by saving a minimum of £5 per month with our partner TransaveUK Credit Union, a not for profit savings and loan cooperative).
  • Training and development
  • Surprise and delight events (e.g. Fish & Chip Thursday, Ice-cream treats, Afternoon Tea, Easter eggs, Christmas lunch, Christmas Meal)
  • Free onsite parking with EV charging points (first come, first serve basis)
  • On-site canteen

If you would like to be part of the HSL success story, then we would like to talk to you.

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