Helpline Advisor

**Helpline Advisor**

**Eastbourne based with Hybrid working**

**Full-Time - 40 hours per week, Monday to Friday with Saturday on a rota**

**Contact Centre Opening Hours Monday to Friday 7am - 5.30pm, Saturday 8am to 4.30pm**

You don’t need to have experience in our industry - if you have excellent customer service skills and experience, we will provide you with the training and knowledge you need. This is a great opportunity for someone where providing technical advice to customers has been a key focus. You will be a confident communicator and be able to communicate clearly, concisely, and professionally with customers both in writing and verbally.

We are a family-owned business with a wonderful heritage of almost 120 years, leading the UK marketplace for the supply of decorating materials across the country. We are one of the Sunday Times Top Track 250 largest private companies and despite the present global challenges we have a bold vision to grow further. We know that our people make our business unique, our mantra is to ‘help one another succeed’ and we want to see all our colleagues flourish in their roles and reach their full potential.

**As a Helpline Advisor, some of your responsibilities will include**:

- Ensuring customers receive a friendly, professional, and consistently high-quality service
- Taking responsibility for processing each enquiry through to a satisfactory conclusion
- Dealing with customer orders, card payments, enquiries, and complaints, involving the Help Centre Manager where complex issues arise and require further assistance
- Advising on the products we sell and the services we offer
- Ensuring service and sales targets, SLA’s and KPI’s are met, identifying up selling and cross selling opportunities
- Maintaining and updating customer computerised records

**Who we are looking for to join our team**:

- Previous experience in a Customer Service role and demonstrable excellent Customer Service skills
- Excellent written and verbal communication skills
- Approachable and engaging personality with active listening skills
- Patience, sensitivity and understanding with the ability to remain calm in stressful situations
- Clear attention to detail and ‘right first’ time approach and excellent time management skills
- Willingness to use initiative to resolve issues and seek solutions
- Confident IT skills with the ability to confidently use computers and learn new software
- Confident self-motivator with ability to manage own time effectively, work to deadlines and with excellent organisational and prioritisation skills
- Desire for continual improvement, embracing technology and driving efficient ways of working

**In return we offer a comprehensive benefits package consisting of**:

- Competitive rates of pay
- 31 days holiday including bank holidays increasing with service
- Free life assurance
- We offer Wagestream - a money management app that gives you access to a percentage of your pay as you earn it
- Brewers Colleague discounts giving you huge savings on your home improvements
- Employee Assistance Programme - accessible to colleagues, partner/spouse and dependents
- Access to Medicash, an optional funded scheme where you can claim money back for the most common routine healthcare treatments
- Discounts and rewards with selected partners - major high street brands, supermarkets etc
- Additional financial assistance such as Cycle to Work Scheme, Season Ticket Loans and Helping Hand Loan Scheme for times of crisis
- Comprehensive Induction Programme
- After a qualifying period, you will also be eligible for additional benefits such as profit related pay, enhanced Maternity and Paternity pay and a chance to use one of our two Company Holiday Homes in Cornwall or the Lake District

Please note -this role may be removed from listings before the closing date if we are successful in finding an appointment.

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