Customer Service Advisor

7 months ago

Glasgow, United Kingdom Silverburn Full time

At Silverburn, customer excellence and enhancing our customer’s experience is vital to our people and Silverburn’s everyday operation and future growth. At its core, customer excellence is about understanding and then exceeding the diverse and sometimes complex needs and expectations of each of our customers. We aim to provide unparalleled service, positive and helpful interactions and meaningful lasting impressions.

Silverburn are seeking a highly motivated and customer-focused individual to join our Guest Service Team at Silverburn on a full time (39 hours), permanent contract. As a Customer Service Advisor, you will be responsible for providing exceptional service to our customers and ensuring their needs are not only met but exceeded.

Joining our team you will work a fixed 2 week working rota comprising of one weekend on, one weekend off and various shifts - day shift 1000-1800 and back shift 1300-2100. Full rota will be shown at interview. Work locations include Silverburn Guest Service Desk, Shopmobility and Mall based engagement.

**Responsibilities**
- Maintain a tidy and efficient public facing area, providing a prompt a courteous welcome for all visitors, telephone callers and other staff.
- Handling phone calls and distributing/taking messages as appropriate.
- Face to face customer service to a high standard - handling enquiries/complaints.
- Engaging with all visitors, retailers and wider Silverburn team.
- Distribution of retail communication.
- Ensure all marketing literature is kept current.
- Sales of Silverburn gift card and processing corporate orders.
- Full knowledge and understanding of the Silverburn gift card programme.
- Maintaining stock levels of Silverburn gift card and notifying correct department for supplies as appropriate.
- Completing surveys with our guests to gain feedback and valuable information.
- Retail support and assistance.
- Equipment hire/training and record keeping - Shopmobility.
- Assisting H&S, HR and the legal team where required.
- Attending and completing all training.
- Proactive presence and engagement on the mall, Guest Service Desk and Shop Mobility.
- Processing parcels via Collect Plus facility.
- Assist and promote any mall events and promotions.
- Recommend and promote our retailers to visitors.
- Assist with operational needs when required including site audits, emergencies, and security related incidents.
- Understand dynamics and responsibilities of working in a large, public space.
- Any reasonable request from Management.
- Look out for, and to immediately report, any Health & Safety hazards, or potential hazards, on site.
- To maintain professional conduct in the face of difficult situations and challenging customers.
- Representing Silverburn and it's values at all times.

**What we are looking for**
- Positive, optimistic attitude and personable character.
- Friendly and approachable.
- Attention to detail while ensuring accuracy.
- Professional and representative of brand at all times.
- Smart appearance - willing to wear entirety of branded uniform.
- Able to work both individually and within a team.
- IT literate.
- Excellent telephone manner.
- Prompt and reliable.
- Willing to undergo training as required.
- Willing to complete 1st Aid training within job.

**Benefits**
- Access to Perkbox which provides over 9000 benefits and discounts.
- Company pension
- Health and Wellbeing programme
- Centre Discount in participating stores
- All training provided by site.
- Employee of the month scheme

**Experience**
- Previous experience in a customer service role is preferred
- Ability to work within guidelines and procedures.
- Customer and client confidentiality is necessary.
- Strong analytical and customer care skills to assess customer needs and provide appropriate solutions before escalation.
- Excellent communication skills, both verbal and written.
- Ability to multitask and prioritize tasks effectively in a fast-paced environment.

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

**Salary**: £12.00 per hour

Expected hours: 23 per week

**Benefits**:

- Company pension
- Employee discount
- Free parking
- On-site parking
- Store discount

Schedule:

- 8 hour shift
- Day shift
- Weekend availability

Work Location: In person

Reference ID: SBGS23

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