Customer Service Advisor

4 months ago

StokeonTrent, United Kingdom Emma Bridgewater Full time

At Emma Bridgewater, we make lovely things that help capture moments of joy. We believe everyday items from a simple mug, plate or bowl have the power to tell the stories of our lives. Original, thoughtful design inspired by all we love in life really matters to us and all our talented people play an important role in making us a leading creative brand for living.

Our people are the reason for our success, and we believe in helping everyone working at Emma Bridgewater achieve their potential and feel right at home in our business. We’re committed to recruiting people from all walks of life and backgrounds to reflect our customers and our community and to help make our business stronger. To support our people we offer family friendly, inclusive employment policies, flexible working arrangements and an employee support programme open to everyone. Our friendly team of 350 people work in a wide variety of roles in our Stoke-on-Trent factory and distribution centre, London commercial office and retail shops in Stoke and Bicester.

If you are inspired by the beautiful and useful things we create and committed to helping us grow responsibly and provide our customers with the quality experience we are proud of, you could be part of the next phase of our exciting programme to develop our people and our business.

We are currently looking for

**Customer Service Advisor - Full Time - 39 hours per week - Hybrid Role**

**This is a temporary position lasting from 9 - 12 months.**

The role of the Customer Service Advisor is to be the first point of contact for the customers of Emma Bridgewater, representing the service and brand values to an excellent and consistent level. The role involves supporting the Customer Service Team through the effective day-to-day management of the relationship with our customers, taking ownership of customer problems and making well-informed decisions whilst working in a fast-paced, customer focused team.

**Key duties and responsibilities**:

- Take ownership of all correspondence, maintaining positive relationships to ensure repeat and return customers.
- Take telephone orders and process payments accurately ensuring transactions and customer information are actioned in adherence with data security and compliance standards.
- Liaise with other departments and external agencies to resolve enquiries and escalations.
- Identify urgent issues/concerns about products, our service, or our brand ensuring they are quickly resolved and in a professional manner.
- Keep abreast of the product and services we offer, making the customer aware of any new initiatives, promotions or opportunities to make their purchasing opportunity more appealing.
- Follow best practise by adhering to department processes and procedures ensuring data input is handled securely and all transactions are completed accurately and actioned with integrity.
- Any other duties as may be reasonably requested.

**Other duties and responsibilities**:

- Displaying behaviour consistent with the personality of the business.
- Conducting any other reasonable tasks as required by the business.
- Undertaking training and development relevant to the role.
- Working in a safe manner taking care for your own health and safety.
- Ensuring your work environment is safe, clean and tidy.

**Person Specification**

Education & Qualifications
- GCSE Level or Equivalent (Essential)
- NVQ Certificate/Diploma in Customer Service (Desirable)

Skills, Knowledge & Experience
- Have a proven track record in customer service with drive and passion for delivering excellent customer care.
- Friendly, polite, confident & a team player.
- Have a clear and professional telephone voice.
- Excellent communications skills with tact and diplomacy.
- Problem-solver, able to handle difficult customers
- Excellent organisational and time management skills.
- An ability to work quickly and under pressure.
- Ability to prioritise and manage workload.
- Accuracy and eye for detail.
- Positive attitude and enthusiastic approach towards work.
- Ability to manage several tasks concurrently.
- Ability to work on own, but also as well within a team.
- Willingness to occasionally work unsociable hours.
- Reliable.

**Job Types**: Full-time, Fixed term contract

Pay: £10.60 per hour

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Sick pay

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Stoke-on-Trent: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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