Second Line Advisor

2 weeks ago

Aston, United Kingdom Iceland Food Group Full time
Overview of the Role

We are seeking a highly skilled Second Line Advisor to join our team. As a key member of our operations team, you will be responsible for handling customer inquiries, resolving issues, and providing exceptional customer service.

Responsibilities
  • Deal with incoming work from various channels within the business
  • Investigate issues using internal systems and provide logical conclusions
  • Escalate critical issues impacting customer functionality
  • Support customers with online platform and app-related queries
  • Collaborate with stores and frontline staff on operational matters

Requirements

  • Daily use of Salesforce, Braintree, and PayPal platforms
  • Basic knowledge of Microsoft Office applications
  • Able to prioritize urgent tasks in a fast-paced environment
  • Excellent communication skills
  • Ability to thrive under pressure
Benefits Package

This role comes with an estimated annual salary of £32,000, as well as a comprehensive benefits package, including:

  • 15% discount at Iceland and Food Warehouse stores
  • 30% discount at Club Individual Restaurants
  • 33 days holiday, increasing with service up to 38 days
  • Pension (NEST)
  • Free onsite parking and electric car charging ports
  • Subsidized staff restaurant and Costa Coffee

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