Customer Service Advisor

3 months ago

Radcliffe, United Kingdom Dunelm Full time

Excited for a new opportunity? Dunelm are recruiting for Full Time Customer Service Advisors, with the added benefit of working from Home.

After all, we are the Home of Homes.

We are proud of the impact we make for Dunelm, always putting our customers first and a key support network for all areas of our business in reaching our goals.

The Important Bits...

Our Customer Care Team operate 7 days a week and we are looking for new Customer Service Advisors to work a minimum of 37.5 hours, over 5 days a week. We have a range of shift available to cover our opening hours which are:
Monday - Friday 08:00-21.00
Saturday - 08:00-18:30
Sunday - 09:00-17:00

We will try and accommodate your shift requests, but we do expect you to be flexible where required.

It is important to know that all colleagues are expected to be trained on and able to work all inbound contact methods, so all our Customer Service Advisors are expected to take customer phone calls whilst working from home.

With this in mind, we do require our colleagues to have a quiet space to work at home with little or no distractions.

Due to the systems we use, it is also important that all applicants have a minimum internet speed of 30mbps.

Want to know more?

We could give you the same boring talk and tell you about the daily duties, but we’re different We are looking for people that want to join our growing successful company, sharing the satisfaction we get from helping our customers and of course, having the same passion for our products and company values as we do.

We are proud of our training programs and offer an in-depth training plan to help you find your feet in the first few weeks. We also have a great Learning and Development team who are always looking at new ways to help us with our roles, and of course you will always have the ongoing support from your colleagues and team.

As you can imagine being a forward-thinking company our drive is to always find new ways to improve our services, how to make customers journeys smoother and to keep it simple. Our Customer Care Team is forever changing and we love to hear ideas from you.

Our training isn’t just for our newest colleagues, all our colleagues receive continuous training on changes and new ways of working, alongside refreshers, online training and upskilling.

Working from Home.

As these positions will be working from home, along with these skills you'll need access to:
A mobile phone or landline

WiFi in your Home

A quiet space to work at home with little or no distractions.

We will provide you with a company laptop and headset for use in your role; the laptop will have a built-in camera as we require colleagues to work with their camera’s on during all internal company meetings, as this helps us build great team relationships and supports our stronger together value.

All training will be delivered remotely and we'll ensure you have access to the systems and support that you require to perform your role effectively.
- Performing to the highest standards, across all contact channels, meeting all KPIs and delivering an exceptional standard of customer service in line with customer and business expectations.
- Maintain high levels of accuracy across all work streams.
- Have a full understanding and adhering to all of Dunelm’s policies, processes, and procedures to providing consistent levels of service whilst complying to business processes.
- Actively engage in 1-2-1’s and coaching sessions, focussed on improvements and achieving objectives set.
- Responsible for utilising tools available, keeping engaged in any communication, ensuring individual knowledge is kept up to date.
- Sharing ideas with peers and Team Leader, proactively being the voice of the customer, sharing any customer themes and contact reasons.
- Take ownership of personal and professional development by proactively building own knowledge, working towards clear objectives and appraisals.
- Engage in huddles to keep up to date with the latest communications to build strong working relationships with all colleagues.

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