Customer Experience Advisor

4 weeks ago

Aston, United Kingdom Iceland Food Group Full time

Job Summary:

We are seeking a skilled Customer Experience Advisor to join our team at Iceland Food Group. As a key member of our operational team, you will play a vital role in ensuring our customers have a smooth shopping experience within our stores and on our website.

Main Responsibilities:

  • Deal with incoming work from various channels across the business, focusing on customer-centric activities.
  • Investigate issues using internal systems, forming logical conclusions to provide feedback to customers or forward to our development team for further investigation and resolution.
  • Support our customers with online platforms and app queries, as well as assisting stores and front-line staff with operational issues.
  • Monitor, update, and escalate issues, utilizing clear communication methods to ensure effective collaboration.
  • Prioritize urgent tasks in a busy and energetic work environment, thriving under pressure.

Requirements:

  • System and process understanding, with the ability to innovate and improve processes for customer experience.
  • Basic knowledge of Microsoft Office applications, with daily use of Salesforce, Braintree, and PayPal platforms.
  • Clear communication methods, with the ability to prioritize tasks and work effectively in a team.

Benefits:

  • 15% discount in Iceland and Food Warehouse stores.
  • 30% discount at Club Individual Restaurants.
  • 33 days holiday, increasing with service up to 38 days (including bank holidays).
  • Pension (NEST).
  • Free onsite parking.
  • Onsite electric car charging ports.
  • Subsidised staff restaurant with a Michelin Star Chef and a subsidised Costa Coffee.
  • Bupa Healthcare Cash.
  • Access to savings, discounts, and cashback.
  • Christmas vouchers & Christmas Savings scheme.
  • Refer a Friend Scheme.
  • Long service awards.
  • Discounted gym memberships.
  • 20% off full price items at DD Clinical.

Working Hours:

Shifts run from 7-3, 8-4, 9-5, 10:30-6:30, all office-based. Four weeks over peak, there is an additional cover, 12-8 (home working). Every other weekend working (from home).

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