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Senior Customer Service Advisor

4 months ago

Leeds, United Kingdom ghd hair Full time

**ABOUT THIS ROLE**

Reporting to the Customer Service Team Leader - Consumer, the Senior Customer Service Advisor will act as a champion for delivering the best-in-class customer service experience. You will be the first point of contact for ghd customers from supporting with general customer queries, production knowledge, returns, warranty and more.

Alongside acting as first line escalation for in-house teams, handing escalated queries acting as a trouble shooter to resolve queries in a professional and timely manner.

This role will directly contribute to profitable growth & the delivery of financial targets for the UK and Ireland.

The UK and Ireland is the largest and most developed markets for ghd. It is a critical territory for the sustainability of the brand at a global level. Consequently, the Senior Customer Service Advisor plays a key part within the organisation.

The Senior Customer Service Advisor - Consumer will aspire to provide the highest standard of Customer Service is achieved and executed with excellence and leads best in class examples as a flagship market.

**JOB ROLE AND RESPONSIBILITIES**
- Foster a culture of creativity and excellence.
- Role model and champion the 5Cs framework, be Collaborative, Creative, Courageous, Connected, Committed.
- Provide an outstanding service experience to all ghd customers.
- Aim to resolve all customer queries on a ‘first contact resolution’ basis whilst maintain high quality standards and expectation.
- Maintain a customer first approach, putting the customer at the heart of our decisions and ensuring our service matches the quality of our products.
- Always adhere to data protection and GDPR policies, ensuring that customer data is protected and secure.
- Achieve and maintain personal KPI’s and department services levels.
- Effective and clear communication both written and verbal, ensuring the brand voice is maintained across all communication channels.
- Accurately maintain and update customer profiles and information as required.
- Undertake training related to the role, including but not exhaustive: product awareness, trading standards, product testing, legal knowledge, and objection handling.
- Other duties as required by your Customer Service Team Leader or Customer Quality and Experience Manager.

**REQUIREMENTS**
- Experience working in a Contact Centre or retail environment.
- Excellent communication skills and a passion for customer resolution.
- Excellent written communication skills, with good spelling and grammar.
- Professional telephone manner and great listening skills, with the ability to empathise, objection handle and problem solve.
- Positive and friendly, persona with an approachable manner to ensure a memorable customer experience and high customer satisfaction.
- You can easily place yourself in the shoes of our customers and know how to respond in a manner that reflects the ghd brand.
- You are flexible to changing priorities and willing to support other members within the team.
- A positive outlook with a ‘right first time’ mentality towards customer, colleagues, and process.
- Computer literate, with experience in MS office and other Customer Service solutions / programs.
- Ability to work on own initiative as well as part of a team.
- Self-motivated, passionate, empathetic, approachable.
- Actively live and breathe the ghd brand.
- Strong analytical and problem-solving skills, with an eye for detail and accuracy.
- Highly organised with the ability to multitask and were quickly under pressure in a fast-paced environment full stop.
- Advanced numeracy with excel skills, with a proficiency for analysing numbers and providing accurate feedback.
- Outgoing, energetic, upbeat, and fun
- UK based with the ability to travel to UK/ROI without restrictions.
- Self-motivated, passionate, empathetic individual with a positive attitude, “can do” approach and entrepreneurial growth and ‘anything is possible’ mindset.
- Resilience and agile to the dynamic nature of the ever-changing market and business needs.
- Strong organisational skills, an eye for detail and ability to juggle multiple projects and ability to multitask under pressure in a fast-paced environment.
- Demonstrate ownership and accountability, can give examples of taking measured risks to achieve results.
- Enthusiastic, energetic outgoing, determined to win and a passion for ecommerce and all things digital.
- Act with transparency and integrity.
- Create a climate of inclusion and diversity.
- Actively live and breathe the ghd brand.
- UK based with the ability to travel to UK and ROI without restrictions.

**VALUES**

We at ghd are proudly committed to our five core Company Values and aim to attract and retain employees who truly live and breathe these in everyday life at ghd.
- Collaborative - We work together to create the extraordinary.
- Creative - We foster creativity & excellence to create value for our brands and business.
- Courageous - We