Call Centre Advisor

We're on the mission to find bright, passionate people who will help us deliver a knock-out service to our customers and make them go "cor". Based in our new Loaf Academy in Nuneaton, you will be working in our Chatterbox team and be responsible for answering questions, providing advice, taking orders for our lovely laid-back furniture and other loafing supplies for the home. You'll spend the time to really get to know our customer, so you can blow their socks off with your charm and helpfulness. You'll be an A-star student of Loaf product, so you can answer any question a customer throws at you with passion and confidence. You'll anticipate the customer's next question before they've even asked it. And you'll always be on the lo\ok-out for an opportunity to go the extra mile, so they experience a top-notch service like nothing they've ever felt before. **Key Responsibilities**: **To deliver a top-notch customer experience you'll**: - Be super alert to when our phones ring, helping the team to answer customer calls within just a few seconds - "Have every caller at hello" and exceed their expectations with your charm and helpfulness - Speak and write about our products and brand with confidence and passion, sharing your knowledge about our Loafy wares and developing your ability to recall their unique selling points at any time - Help customers with their decision-making, providing honest opinions and styling advice - Look for opportunities to suggest additional products to complement the choices our customers make so their homes become true havens to kick back and relax in - Actively listen and be genuine in responses. Champion our customers' best interests pop yourself in their shoes in every instance and understand their needs so you can best fulfil this. And keep an ear out for opportunities to surprise and delight by sending nice, personalised gifts - Go the extra mile for our customers, anticipating their next question before they've even asked it and going above and beyond whenever there is an opportunity to do so - Process sales orders and card payments efficiently and accurately to ensure every order goes through smoothly from the moment it's placed through to delivery and beyond - Ensure you leave detailed notes against a customer's order so your fellow Loafers can easily work out what is happening if they need to speak to the same customer **Leading by example you'll**: Be an ambassador for our brand, taking pride in representing Loaf and support us with our mission to help people lead happier, more relaxed lives Work to the highest possible standards for your customers and expect the same of your fellow Loafers Always being on time, showing positivity and kindness towards your colleagues and helping to keep the work environment clean and tidy Commit yourself to becoming a student of our brand, our products, processes, systems and our customer experience so you can be the very best Loafer you can be **By being a team player you'll**: - Build a great rapport with other teams across the business who will support you in getting the things done that will enable you to deliver an amazing customer experience - Challenge yourself and your fellow Loafers to constantly look at the experience we deliver and discuss ways we can do things better - Help support and train newbies who join the team **Skills and Attributes** **Essential**: - Proven previous experience working within a customer-facing role - Top-notch communication skills - both verbal and written - with high attention to detail and a strong grasp of grammar, punctuation and syntax - A great listener with emotional intelligence and a natural ability to connect with people of all walks of life - Highly motivated, not settling for anything but the best - A quick learner with loads of common sense - Super organised with an ability to stay calm when the pressure dials up a bit - The ability to work independently, show initiative and be accountable - A fusspot about attention to detail - A great team player with the ability to promote and help build a positive work environment - Flexible and adaptable with the availability to work shifts and muck in when needed - Obsessed with interiors and the Loaf brand - An all-round good egg who brings good vibes and energy to work each and every day **Desirable**: - Previous sales experience - An awareness of Loaf's customer base - A creative type - The ability to identify areas for improvement and convey them effectively and positively to the team - Working knowledge of Zendesk and Microsoft Dynamics Nav In return you can expect a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people. In return you can expect a forward-thinking, friendly bunch committed to building a fabulous company with brilliant people. At Loaf, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be