Specialist

4 months ago

Northampton, United Kingdom The White Company Full time

**Our Role**

A Specialist role with a detailed understanding of the operational processes for complex customer contact and
the ownership to resolve the issues to the customers satisfaction.

**What you'll be doing**

Primary responsibilities:

- Owning and resolving complex customer queries
- Acting as a point of escalation for front line teams
- Delivery against KPIs and performance management framework
- Liaise with external supplier as and when to ensure efficient service for customers and TWC
- Support the Deputy Team Leader to report on current task workload, attend daily
performance huddles as and when required
- Proactively collaborate with the Continuous Improvement Team on initiatives that improve
processes

Secondary Responsibilities:

- To support across other ‘Specialist’ roles as the business requires
- Specialists will have scheduled time answering customer contacts

**The skills & experience that you’ll need**
- Customer service or contact centre experience
- Strong people skills with a good awareness of personal impact Ability to give feedback and manage
poor performance
- Goal and target driven
- Ability to work under pressure
- Confident decision maker
- PC literate with experience in Microsoft word and excel
- Excellent verbal and written communication skills
- Self-motivated and proactive
- Good organisation and time management skills

**Our Equality Diversity and Inclusion statement of commitment**:
At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities.

We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong.

We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process.

We'd love you to join us on our journey.

**What we’ll offer you**

At The White Company, we value our employees for always going the extra mile for every one of our customers; we reward this with great benefits and competitive salaries.
- Discount -Up to 50% discount (dependent on contract type)
- Holiday - 23 days rising to 25 with length of service
- Holiday Buy - opportunity to buy up to an additional 5 days holiday
- 10% Bonus Potential - In addition to our competitive salaries, all our permanent employees are entitled to join a discretionary bonus scheme.
- Perkplace Benefits Platform - offering a variety of discounts across wellbeing and lifestyle
- Wagestream Money Management app - access to Wagestream gives you power over your pay and supports financial wellbeing
- Continued Development - we offer structured support from our own in house Learning and Development Hub
- Pension Scheme
- Life Assurance

Additional Benefits
- Fruit basket daily
- Tea and coffee provided
- Social - Christmas party/social events throughout the year
- Seasonal Sample Sales
- Volunteer Day - with a charity of your choice

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