Customer Care Team Mate

3 months ago

Weymouth, United Kingdom New Look Full time

From our first store in the 1960s, a little Taunton shop with great clothes and even better prices, to an omni-channel business serving millions of customerswe're New Look.

Our purpose is always to inspire That New Look Feeling and we believe that starts with us. Our values motivate us every day: we play to win, we’re customer-obsessed and we work as one.

It's a busy and exciting time for the brand and we’re on the hunt for a Customer Care Team Mate to join our growing Customer Care team.

**Overview**

New Look prides itself on giving outstanding Customer Care to all its customers.

Our Customer Care team based in Weymouth speak to 10000 customers a week via our digital contact channels, we also help and support our internal store teams.

**Customer Care Team Mate - Role Purpose**

At New Look Customer Care, we’re committed to:

- Showing our customers that we genuinely care
- Making it easy for customers to get answers to their questions
- Adding value back into the wider New Look business
- Through your conversations with customers, you’ll personally deliver our Care & Easy promise on a daily basis and contribute to the continued success of our Customer Care contact centre operation.

**Accountabilities and Responsibilities**
- Contribute to a fun and happy environment by doing your best for our customers every day and being an active member of the team
- Treat our customers as your friends and make it easy for them the answers they need
- Understand New Look processes and policies but recognise when you need to go over and above them in order to retain a customer
- Aim to resolve customer queries at the first point of contact, anticipating any additional questions your customers may have wherever possible
- Spot trends and serious/sensitive issues and escalate as appropriate
- Take a genuine interest in customer feedback about the service you’ve personally provided and work with your Team Leader on any areas for improvement
- Share ideas and suggestions to management and positively challenge things that cause issues for our customers

**Experience and Skills**
- Positive, happy disposition with some experience in a customer facing environment, not necessarily contact centre
- Genuinely passionate about working with people; customers and colleagues
- Willingness to put customers first coupled with the ability to balance customer and business needs
- Able to focus on what can be done rather than what can’t be done
- Excellent all round communication skills
- High energy levels with the ability to work under pressure and to tight deadlines
- Able to build positive and constructive relationships with key stakeholders
- PC literate

This role will cover different shifts between the hours of 8am and 6pm during weekdays and including every other weekend. These times may vary during busier periods.

Why New Look?

The amazing people, the fashion - there are so many reasons to love working at New Look. We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals. You’ll also receive these amazing benefits, to name only a few:
40% staff discount

Monthly 25% off privilege vouchers for family and friends to enjoy

Season ticket loans

Pension - A contributory private pension scheme

Virtual GP access

We pride ourselves on being a flexible employer. Although this is a full-time role, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.

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