Customer Experience Advisor New

**Job details**:

- Salary £19,500
- DisciplineFinancial Services & Customer Operations
- Reference008783

**N Brown - who we are and why work for us?**

At N Brown, we’re committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by ‘championing inclusion, we’ll become the most loved and trusted fashion retailer’. Diversity, Equity, and Inclusion are, therefore, at the heart of our culture.

We’re a forward-thinking digital retailer with a financial services proposition to be proud of. We’re customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We’re experienced, with over 160 years of trading under our belt. We’re inclusive, as we believe in fashion without boundaries; and we’re sustainable, striving to make as little impact on the planet as possible.

**The role**

We’re looking for a **Customer Experience Advisor** to join our Customer Operations Financial Services team.

In this role you will be helping our customers with all aspects of their account via traditional and digital channels.

This role works on a 4 week shift rotation:
2 weeks Monday - Thursday 8-4pm

2 weeks Monday - Thursday 12-8pm

Sundays 10-6pm

**What’s in it for you?**
- 24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days
- Annual bonus scheme
- Enhanced maternity and adoption leave
- Company pension with up to 8% N Brown contribution
- Mental Health support both internally and externally, including access to our wellbeing champions and counselling services
- A range of financial wellbeing support
- Colleague discount across all N Brown brands
- Onsite café with subsidised rates and local restaurant discounts
- Life Assurance and Private Medical Insurance
- Paid volunteer time - all our colleagues can take a full day paid to volunteer for a charity of their choice

**What will you do as a Customer Experience Advisor at N Brown?**
- Taking ownership, investigating and resolving customer complaints and enquiries.
- Liaising with key stakeholders across the business.
- Supporting offline teams and telephone enquiries/sales when required.
- Ensuring that every customer experience is a positive one by exceeding customer service expectations.
- Showing empathy and understanding whilst solving problems, handling complaints and resolving queries in a timely and professional fashion.
- The ability to work without close supervision, including at home, on portable equipment.
- FCA & Regulatory requirements - ability to accurately identify when a complaint is to be handed off to Customer Management Team (CMT), and to manage customer’s expectations around this.
- Experience of drafting business level documents.
- High level of attention to detail and accuracy.
- Proven customer service skills.
- Being able to adapt communication style whilst consistently demonstrating excellent written and verbal communication skills.
- Ability to work collaboratively with your peer group and stakeholders at all levels.

**What skills and experience will you have?**
- Experience of drafting business level documents.
- High level of attention to detail and accuracy.
- Proven customer service skills.
- Being able to adapt communication style whilst consistently demonstrating excellent written and verbal communication skills.
- Ability to work collaboratively with your peer group and stakeholders at all levels.

**Our promise to you**:
We’re an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.