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Contact Centre Support
3 months ago
Contact Centre Support | De'Longhi Group (De'Longhi, Kenwood and Braun) | Kenwood Global Headquarters, Havant, Hampshire | £Competitive + excellent benefits package
If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.Is customer service a job or a mission?
This is a part time job share - 2.5 days per week Wednesday - Friday lunchtime
If you're passionate about customer service and understand how much of a difference it makes to the customer experience, we've already got something in common.
Some would say that customer expectations in the UK are at an all-time high, and at the De'Longhi Group, we see this as an opportunity. We're determined to make customer experience a key differentiator for all our brands.
To that end we're now seeking a customer service professional to join our experienced and high-performing Contact Centre Support team. This role is an opportunity to be part of a quiet revolution as you help us build a culture where the customer voice drives our business.
The role
You will support the outsourced Contact Centre in Romsey in dealing with a variety of customer service topics and escalations, resolving them in a professional, courteous and diligent way. You'll help us to achieve outcomes that are successful for customers, balancing the need to do the right thing with the commercial interests of the De'Longhi Group, creating a seamless customer journey that appropriately represents our premium brands.
You'll join a dedicated team that enjoys exceeding customer expectations, and works across a variety of feedback channels performing a broad range of tasks. You could find yourself responding to positive and negative feedback on Review sites providing prompt responses and support, or processing refunds for customers. You may resolve complaints sent to the senior team through speaking directly with the customer or help to ensure our contact centre is fully conversant with the latest technical knowledge for new product launches. You might identify an area ripe for improvement or optimisation, and be involved in helping to develop it.
Key responsibilities
Your responsibilities include (but are not limited to) the following:
- ownership of escalated cases, speaking with customers directly to resolve more complex cases.
- Contact Centre engagements, providing guidance where required, to deliver industry-leading service whilst adhering to our policies and procedures.
- action to customer feedback received through all social media channels and review sites.
- ongoing training requirements within the Contact Centre by providing feedback and insight to the Aftersales Technical Trainer.
- and reporting on product quality issues by monitoring engagements.
- orders for replacement products and liaising with logistics providers to ensure prompt delivery.
- in training new employees within an outsourced Contact Centre.
- (approving/declining) requests for customer refunds in accordance with company policy.
- that cases involving injury or property damage are prioritised and recorded accurately, ensuring all information is collated and passed to appropriate personnel.
- to the Customer Support Knowledge base by making suggestions for new articles.
- regular visits to the UK Contact Centre as and when required
About you
First and foremost you must be passionate about customer experience, keen to make a difference and get stuck in supporting your team. You'll need to be level-headed and calm under pressure and a sound communicator, able to represent our brands appropriately.
You'll need to be resilient, empathetic and knowledgeable enough to understand the wide variety of queries customers could have, which will grow year on year as our product portfolio evolves. You can develop this knowledge as you grow within your role.
You'll need to have sound business acumen, numeracy and communication skills with good passes in English and Maths at grade C (5) or above. We are looking for demonstrable experience in resolving customer issues and escalations and responding to customer feedback. You may have gained this experience in a similar consumer product environment, or an equivalently complex customer environment such as utilities or insurance.
You must be reasonably conversant with communications and digital technology as you'll be monitoring and responding to customers on social media and review sites, as well as using CRM and SAP systems and third party logistics portals to arrange deliveries. Familiarity with the Microsoft Office suite, including Excel and Word, would be useful.
What's in it for you?
This is a chance to build a hugely valuable part of the business in a culture where customer perception drives our success. Our work environment and investment into staff is outstanding, and our extensive benefits include:
- Competitive salary
- Excellent contributory pension
- 25 days holiday + bank holidays (Pro-rata for part time)
- Superb onsite subsidised restaurant
- Free on-site parking
- Flexible benefits package
- Access to a range of wellbeing activities and events
About us
De'Longhi Group is home to the De'Longhi, Kenwood and Braun Household brands—all pioneering kitchen and home appliance brands that are internationally recognised and respected. The De'Longhi Group, headquartered in Treviso, Italy, has international operations in more than 30 countries.
The location
Your reporting office will be Kenwood's global HQ on the beautiful South Coast between Portsmouth and Chichester, where our products are conceived and tested, and where our UK De'Longhi division is based. We operate a flexible, hybrid working model: you'll typically work three days at our office and two at home. You should live within commuting distance. A driver's licence would be an advantage.
