Customer Experience Advisor

5 months ago

Bradford, United Kingdom La Redoute Full time

**West Yorkshire
An excellent opportunity for experienced Customer Experience Advisors to join La Redoute UK, a leading online retailer based in Bradford.

**No evening or Sunday working**

Founded in 1837 in France, La Redoute came to the UK in 1995. Our roots were in traditional mail order fashion, but we are now at the forefront of digital retailing. If you love the idea of being part of a global business but with freedom and agility of a small business and you have the drive to create your own success, within a family friendly working environment, then read on

Our team are enthusiastic, committed and always strive to be the best. We are looking for people to join our Customer Service Team who are real team players, relentless in delivery, customer obsessed and have a passion for what they do. We operate within a hard working but relaxed working environment.

We don’t like hierarchy much, have a pretty flat structure, no one hides in a personal office, it’s a wear what you want dress code, and we host social interactions both in and out of work.

Our Customer Experience Advisors will report to our Customer Experience Team Managers and will communicate with our customers and external customers using all channels, resolving enquiries, and ensuring the service received is second to none

You will be used to working in a fast-paced digital environment, with a customer focussed and productive attitude, as well as excellent organisation and people skills. Most of all we’re looking for people with a great attitude, passion, and flexibility.

In return we can offer an attractive working environment, and an exciting flexible benefits package. So, if by now you are thinking ‘yes, sign me up’ then get in touch, we would love to hear from you. And just in case you need it, here is the technical bits

**Responsibilities include**:

- Resolving customer queries and complaints about various after sales enquiries, including delivery issues, faulty items, accounting, and credit enquiries.
- Maintaining positive relationships with customers to ensure they continue to shop with La Redoute.
- Identifying and escalating any underlying or recurring issues to a Customer Experience Team Manager.
- Complying with all applicable regulations, including the Financial Conduct Authority (FCA) and General Data Protection Regulation (GDPR).
- Consistently achieving targets set for average handling time, quality, and customer survey scores.
- Contacting customers when required to resolve enquiries/complaints and to address any breakdown in customer service.
- Liaising with and transferring queries to internal departments and external suppliers and carriers to raise and resolve and/ or escalate customer enquiries/complaints.
- Supports development and implementation of enhancements to improve customer service.

**Skills required**:

- Proven experience of working in a customer centred environment.
- Proficient in Microsoft Office Suites.
- A great communicator, with an excellent telephone manner
- Fantastic written skills, with a high standard of spelling and grammar.
- Maximizes opportunity for sales and in retaining customers.
- Calm and collective when working under pressure
- Self-motivated but also able to work as part of a team
- Excellent decision-making skills and agility.
- Multi-tasking - balancing multiple KPI’s
- Ability to work towards and above a set target.
- Updating accounts accurately.
- Experience working with a CRM system (advantage, but not essential)
- Understanding of FCA compliance and GDPR regulations (advantage but not essential)

**Attitude and outlook**:

- Nothing is impossible’ approach
- Problem solving and solutions focused
- Thinks ‘how to’ not ‘can’t do’
- Willing to pitch in to get the job done, whatever is needed
- Focused on personal, team and departmental goals

**In return we can offer you a competitive salary and with some great benefits including...
- Working hours for 35-hour FTE, flexible rota 8am-6pm Monday to Friday and 1 in 2 Saturdays.
- This position will also include a flexible working system which enables us to align working hours with changing client and consumer demands.
- Hybrid working (3 days at home, 2 in the office) once probationary period has been successfully completed and the main performance metrics are consistently being achieved.
- Free onsite parking
- Free use of onsite gym
- Fully stocked free ‘help yourself kitchen’ with free tea, coffee, milk, breakfast, crisps, fruit, biscuits & snacks
- Staff shop & 50% staff discount on most products and generous discount on partner products
- Option to take a 0% credit staff account with flexible payment options
- Share your staff discount with up to 5 friends or family accounts
- Access to Employee Assistance Program
- Bupa Private Medical Insurance
- Death in service 3 x salary

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