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Customer Service/sales Assistant

4 months ago

Harrow, United Kingdom Heriots Trading Full time

Heriots Patisserie has set the standard for quality and taste for over 100 years. Throughout our prestigious history and still today, our team of world-class patisserie chefs use only the finest ingredients and add elegant touches to each of our products, to make them uniquely Heriots.

Heriots Patisserie is a rapidly growing brand with several branches in London. We are currently looking for a friendly Team Member to join our Retail and customer service team member. Working as a Retail Team Member and Customer service team member in one of our stores, you will play a vital role in the team and go the extra mile to ensure that our customers have a positive and welcoming shopping experience.

The ideal Team Member must:

- Be dedicated to knowing our brand and product
- Be dedicated to recommending and selling our products, and making sure that every customer is approached, listened to, and served to the best of our ability
- Go the extra mile to ensure the customers are satisfied with the service they receive and leave the store with a smile
- Professionally conduct themselves, even in stressful situations
- Be a team player - respectful and friendly to other team members. The success of the company depends on how well we all work together
- Be willing to learn and work hard
- Have excellent communication skills

In return, Heriots offers a friendly work environment, training opportunities, and a comprehensive benefits scheme.

Your roles and responsibilities will include:

- Managing Call Handling Software and all Customer Contact Channels.
- Required to work with different departments to ensure the organisational requirements are met.
- Plan, execute and communicate regular Contact Centre strategy, Customer Engagement, Satisfaction & Insight.
- Monitor and optimise customer service performance to weekly and monthly KPIs including call volume, response time and complaints, customer satisfaction rate, customer lifetime value, customer retention rate.
- keep accurate records of discussions or correspondence with customers.
- Improve customer service procedures, policies, and standards for your department.
- Carry out extra duties as requested by the line manager for the smooth running of the business.
- We are working as part of an amazing retail team, delivering excellent customer service to our customers.
- Cash handling.
- Open and close the store, including cashing up and completing of associated administrative duties.
- Maintaining an expert level of knowledge across the full product range.
- Ensure that the store is correctly merchandised, products displayed are fresh, and look inviting to the customer.
- Always Keep the store clean, and ready for customers to enjoy themselves in our tearoom.
- Deal with customer queries.
- Working towards KPI targets.

**Job Types**: Full-time, Permanent

**Salary**: From £11.50 per hour

Expected hours: 40 per week

**Benefits**:

- Company pension
- Employee discount
- Free parking
- On-site parking
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Retail sales: 1 year (preferred)
- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Ability to Commute:

- Harrow, HA3 5QH (required)

Ability to Relocate:

- Harrow, HA3 5QH: Relocate before starting work (required)

Work Location: In person

Application deadline: 03/03/2024
Expected start date: 03/03/2024