Advanced Customer Service Advisor
1 month ago
Our people are at the heart of our brand, constantly moving and driving us forward. We're sociable, talented, and like-minded and we're not hierarchical or political in how we do business. We encourage entrepreneurial ideas and accountability at all levels.
The role is based at our Customer Service Office in Leicestershire. However, evening and weekend working will be carried from home, therefore, a reliable internet connection is required.
Our operating hours are Monday to Friday 8am to 8pm. Saturday and Sunday 8am to 6pm. You will be scheduled to work within those hours.
Who you are:
A White Stuff Level 2 Customer Services Advisor is passionate about ensuring every customer has the best possible experience when contacting White Stuff. They are passionate about training and supporting the team to deliver an amazing customer experience.
What you will need:
Experience in a previous social media customer service for a B2C brand, ideally in a retail environment. Confidence and experience in managing negativity on social channels and turning into positive. Experience of communicating with customers effectively via email live chat and telephone. Excellent communication and interpersonal skills. Exceptional attention to detail. Cheerful disposition with a flexible and positive approach to work and others. Experience of training and supporting teams. To demonstrably promote the White Stuff brand, ethos, and values in a professional and friendly manner at all times. Primary objective of the job:
As a level 2 customer service advisor, you will be responsible for communicating with our customers through all our touchpoints in a timely and brand enhancing manner. You will support the wider team with training and duty management. You will support the Customer Service team by carrying out a variety of administrative tasks that enhance the customer experience. What you'll be doing:
You will be the primary point of contact between our business and customers via our channels. These include social media, email, live chat and phone. Be a champion of Social Media Customer Service Channels within the team and working closely with Brand Team to respond to queries and foster positive engagement with customers. Supporting and advising customers who are placing orders, require information and styling advice. Dealing with any queries and complaints raised and resolving to a positive outcome. Support with training new starters. Contributing to the department in achieving pre-determined SLA's for all customer and admin KPI's. What we will offer you:
As a level 2 Customer Service Advisor at White Stuff, you will be entitled to an array of great benefits, some of which include:
Annual bonus opportunity Up to 33 days holiday per annum (including bank holidays) 2 extra (paid) days off per year to volunteer in the local community. 50% discount Subsidised BUPA Dental Insurance Healthcare cash plan and Life Assurance Pension Contribution Ongoing training and development Relaxed and friendly working environment Vibrant team atmosphere We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.
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