Senior Customer Service Agent

1 day ago

Derby, United Kingdom Ted Baker Full time

**SENIOR CUSTOMER SERVICE AGENT**

**WHO WE ARE**
- QUINTESSENTIALLY BRITISH; DISTINCTLY GLOBAL.
- At Ted Baker, we know what it means to be a truly forward-thinking designer brand. From the iconic props in our shops, to the delightful details and thoughtful touches which set us apart from the crowd. These are the qualities we see brought to life in our People.
-

**THE ROLE**
- To supervise the day-to-day functions of Ted’s Customer Service team and interact with customers/clients and provide a luxury service, accurate information, and advice in response to enquiries surrounding Ted’s products and services. Be the first point of escalation in handling and resolving communications and complaints from customers within agreed SLA’s and KPI’s. You will be the first point of call to support Ted’s CS team agents with escalated queries and system/policy information. to ensure that our platform solution can support a few core future capabilities, to ensure Ted remains competitive.

**MAIN RESPONSIBILITIES**
- Resolve and support on escalated complaints from the CS Team.
- Ensure Customer Service agents are supporTED and achieving specified Service Level Agreements (SLA’s) for customer enquiries while also upholding Ted’s high customer expectation standards and individual key performance indicators (KPI’s)
- Issue/ authorise goodwill gestures when applicable to Ted’s customer base.
- Take full responsibility as part of Ted’s Customer Service management of weekends shifts.
- Take Escalated complaints, when necessary, from CS agents and business critical issues from Head of Department or CEO.
- Be accountable for daily tasks/reports within the CS Office - RTS, Warehouse communication, Refunds, and credit control processes.
- Deal with, resolve, and rectify complaints regarding retail stores, customer service and faulty goods.
- Have a basic understanding of Ted’s credit control and risk analysis programs.
- Liaise with and track status of orders through courier companies.
- Contact customers to ascertain data omitted on orders.
- Have knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
- Perform other allied duties as assigned by management team.
- Gift Cards - Proficiently be able to check Ted Baker gift cards manually to assist the CS Team, Management, and stores.
- Assist with Customer Service organizational tasks when required.
- Perform return to work and absence management responsibilities and supervise weekend team staffing.

**TOOLS OF THE TRADE**
- Previous customer contact centre experience, preferably within luxury fashion retail
- Experience in managing a large team of varying roles
- MS Office proficiency (Word, Outlook, Excel, PowerPoint)
- Excellent organization skills and strong attention to detail.
- Strong sense of urgency and ability to meet deadlines
- Excellent communication skills, both oral and written

**OUR VALUES**
- AUTHENTIC
- We have the freedom to be our ‘best self’, being true to ourselves and others
- KIND
- We try to do the right thing: for each other, our communities, our planet and for Ted
- CURIOUS
- We are hungry to explore, innovate and think differently
- COURAGEOUS
- We have the confidence to be brave, have fun and discover the unexpected
- INCLUSIVE
- We embrace and respect individuality and celebrate difference & diversity

  • Customer Service Agent

    3 days ago

    Derby, United Kingdom Ted Baker Full time

    **Ted’s Guide to what the Customer Service Agent does around here** **Ted’s Mission Statement** - Our Mission is to build a successful company through the creation of a leading designer brand. By conducting ourselves in an _efficient_ and _courteous_ manner and by maintaining Ted’s high standards and _integrity_, we pride ourselves in always being in...

  • Customer Service Agent

    2 weeks ago

    Derby, United Kingdom Ted Baker Full time

    **Where does this role fit within Ted's Team?** The role of Ted’s Customer Service Agent is to be the front-line support for Ted Baker’s global customer and client base; by providing information, assisting customer enquiries, service/workflow knowledge and anything else Ted associated! In addition to this be able to demonstrate capability in managing...

  • Customer Service Agent

    7 days ago

    Derby, United Kingdom Ted Baker Full time

    **Ted’s Mission Statement** - Our Mission is to build a successful company through the creation of a leading designer brand. By conducting ourselves in an _efficient_ and _courteous_ manner and by maintaining Ted’s high standards and _integrity_, we pride ourselves in always being in a position to satisfy the needs of our customer. In order to protect...

  • Customer Service Agent

    1 week ago

    Derby, United Kingdom Futures Housing Group Full time

    **AT THE FOREFRONT OF FUTURES** We’re on the hunt for a positive, friendly and empathetic Customer Service Agent (6 month fixed term contract) to join our buzzing, friendly and experienced team ready to support you on your career journey and our mission to deliver ‘Great Places’, ‘Great Services’ and ‘Great Tomorrows’. As a top performing...

  • Customer Services Agent

    1 week ago

    Derby, United Kingdom Futures Housing Group Full time

    **AT THE FOREFRONT OF FUTURES** We’re on the hunt for a part-time (27.5 hours) positive, friendly and empathetic Customer Service Agent to join our buzzing, friendly and experienced team, ready to support you on your career journey and our mission to deliver ‘Great Places’, ‘Great Services’ and ‘Great Tomorrows’. As a top performing housing...

  • Customer Services Agent

    7 days ago

    Derby, United Kingdom Futures Housing Group Full time

    **AT THE FOREFRONT OF FUTURES** We’re on the hunt for a positive, friendly and empathetic Customer Service Agent to join our buzzing, friendly and experienced team ready to support you on your career journey and our mission to deliver ‘Great Places’, ‘Great Services’ and ‘Great Tomorrows’. As a top performing housing provider, no two days are...

  • Customer Service Agent

    5 days ago

    Derby, United Kingdom Futures Housing Group Full time

    **AT THE FOREFRONT OF FUTURES** Due to expanding our team we’re on the hunt for two positive, friendly and empathetic Customer Service Agents to join our buzzing, friendly and experienced team, ready to support you on your career journey and our mission to deliver ‘Great Places’, ‘Great Services’ and ‘Great Tomorrows’. As a top performing...

  • Customer Service Agent

    5 days ago

    Derby, United Kingdom Futures Housing Group Full time

    **AT THE FOREFRONT OF FUTURES** We’re on the hunt for a part-time, positive, friendly and empathetic Customer Service Agents to join our buzzing, friendly and experienced team, ready to support you on your career journey and our mission to deliver ‘Great Places’, ‘Great Services’ and ‘Great Tomorrows’. As a top performing housing provider, no...

  • Customs Clearance Agent

    2 weeks ago

    Derby, United Kingdom Page Personnel Logistics Full time

    **Client Details** **Description** As a Customs Clearance Agent you will have a vast array of knowledge surrounding Import & Export Compliance. You will report into the Customs Manager and cover the following responsibilities: - To collect all export shipping documentation (Airway bill, Commercial Invoices, Customs Documents, Proof of Delivery) from...

  • Partner, Insurance

    5 days ago

    Derby, United Kingdom NFU Mutual Agent Full time

    **The NFU Mutual agency network**: NFU Mutual is an award-winning insurance and financial services business offering high-quality products and services to a range of customers, from individual policyholders to major businesses. Through our exceptional personal service and honest advice, we develop long-standing relationships with our customers and retain on...