Customer Service Specialist
7 months ago
Main Responsibilities
**Role - **Customer Service Specialist (Hybrid Working) - Part-time 30 hours a week
**Location -** Purfleet
**Shift pattern -** 4 days out of 7 (includes weekends and evenings), 30 hours per week
**Type -** Permanent
**Salary -** Competitive salary & Benefits
**Online and in-stores across the country, our experts are bringing customers’ dreams to life. To continue being the best at what we do, we need the very best people. The big dreamers, go-getters and team players who thrive in fast-paced, high-energy environments.**
**With over 30 years at the forefront of an ever-evolving industry, we’re always looking for new ways to improve. Embracing new ideas and offering flexible solutions, both digitally and in-store to delight our customers, enhance their shopping experience and inspire our colleagues. And our work is only just beginning.**
**Our customers are at the heart of everything we do, and nowhere is this truer than in our dedicated Contact Centre. Join our team of lively, energetic Brand Ambassadors and use your passion and personality to help us on our mission to be the best by delivering exceptional service to our valued customers.**
The primary purpose of this role is to own, manage and resolve all customer service issues in a timely manner, delivering fair customer outcomes in accordance with regulatory requirements and company standards.
**What you will be doing**:
- Autonomously resolve customer complaints following company guidelines for swift resolutions.
- Collaborate with internal and external stakeholders to ensure timely issue resolution.
- Process allowances and refunds to address service problems promptly.
- Meet specified SLAs and key performance indicators while managing customer correspondence.
- Keep customers updated throughout the case management process.
- Maintain accurate and concise records for auditing purposes.
- Prioritize and communicate urgent issues related to safety or business reputation to management.
- Escalate regulated complaints and legal matters appropriately.
- Demonstrate competence in key performance areas and regulatory measures.
- Support Service and Sales teams when necessary and adhere to company policies and procedures.
**What we are looking for**:
- Previous Customer Service experience would be ideal
- Excellent written and verbal communication skills
- Passion for customers and service excellence
- Calm under pressure with a flexible approach
- Effective problem-solving and time management skills
**Join us on our mission to deliver the best, and in return we’ll give you all the support and training you need to learn new skills, take on more responsibility and become the very best at what you do. Proud to be creating beautiful homes, proud to be driving the customer journey in the fast lane, and proud to be one of us**.
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