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Customer Service Operator

3 months ago

South Shields, United Kingdom Barbour Full time

**Company Description**:
J. Barbour & Sons Ltd founded in 1894 is a British lifestyle brand, home to the iconic wax jacket we design, manufacture and market stylish functional clothing and footwear for men, women and children inspired by the unique values of the British countryside. We are the proud holder of two Royal warrants, most recently we have celebrated our 125 years and remain true to our core values as a fifth-generation family business. Barbour is sold in over 40 countries worldwide, including Europe, the US and Japan but we have our headquarters and roots firmly located in the North East of England.

**Position Overview**:
**Duties & Responsibilities**:

- Process telephone enquiries and correspondence within specified time limits at all times ensuring the highest of communication standards (polite, courteous, efficient and friendly).
- Provide an appropriate response to all consumers and customers who may have a complaint or enquiry and be able to resolve it satisfactorily.
- Query returns with consumers and customers under the direction of UK Customer Service Supervisor.
- Maintain accurate records of all communications with consumers and customers.
- Prepare quotations on a daily basis and within specified timescales relating to garments returned for servicing taking action as required.
- To assist in the Administrative activities required to run the office efficiently ensuring maintenance of office documents
- To constantly look for opportunities to develop product knowledge and customer service skills, to share them with the team and be able to advise consumers and customers leading to an increased level of service.
- Able to build relationships with third-party suppliers and liaise to meet and exceed, where applicable, our customers’ expectations
- Contribute information to be shared internally with regards to website issues, stock, quality issues and service issues.
- Able to build rapport with Barbour customers considering business relationships and SLA’s agreed between Barbour and customers. The ability to work to agreed SLA’s and striving to exceed these, where possible.
- Able to execute a high level of attention to detail to be able to complete trade faulty authorisation forms, export/import documentation and quotation for service queries.
- Work with Barbour Partner’s to deliver and maintain an excellent customer service within markets outside of the UK. Assist with requests from Barbour Partner’s within agreed timelines.
- Ideally have a proven track record spent within a customer service environment working with a team of staff.

**Knowledge and Skills Required**:

- Excellent customer service skills
- Excellent written communication skills
- Excellent communicationskills with the ability to deal with and resolve customer complaints
- Proactive in seeking improvements in process/methods of operating
- High attention to detail
- Ability to work to and deliver to tight deadlines availability requests and product quality

**Benefits**:

- Discretionary Company bonus scheme
- Staff Discount
- Staff Shop
- Healthcare Cash Plan
- 25 days holiday as standard increasing with length of service plus bank holidays
- Access to training and development activities to support your career development
- Free onsite parking
- Subsidised canteen
- Wellbeing support

**Additional Information**:

- You will work 5 shifts per week, your shifts will fall between Monday - Sunday, between 8am - 8pm.
- This role will be temporary until end of January 2024.
- This role will be based at our Bedesway Distribution Centre, located in South Shields.