Customer Service Advisor

**What’s amazing about the role and Ventrica team?**
We are looking for experienced Customer Service Advisors. Do you champion fashion? Are you passionate about making sure that customers needs are met? Then, this is the job for you.

Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2020 Ventrica picked up two awards at the prestigious European Contact Centre & Customer Service Awards. Gold for Best Outsourcing Partnership (Large) and silver for European Outsourced Contact Centre of the Year. In 2017 we won gold for Best Contact Centre Outsourcer in Europe at the same awards, and in 2018 we came 63rd in the Sunday Times Fast Track 100.

**Introduction to our client: Dr. Martens**
As a Customer Service Advisor for our client Dr. Martens, you will be a part of a high performing team that is passionate about delivering exceptional customer service. Building rapport with customers as well as resolving any issues that they may have, having dedication and care to customer needs will ensure top tier results and positive quality scores. Dr. Martens are an iconic brand that is very prevalent within the UK and worldwide, making boots, shoes and accessories that are made to last. With a fanbase as huge as theirs, customers needs are at the forefront of our minds, looking to give a positive outcome with every contact.

**What will I do in the role?**
- First point of contact for all customer queries and providing product advice
- Proactively work to mitigate any escalations, dealing with returns/exchanges, order status queries and provide information on time-line logistics
- Brand ambassador for your client carrying exceptional customer service
- Ensuring that the customer is at the heart of every conversation

**What do I need?**
- A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
- Outstanding social media service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
- Strong written and verbal communication skills
- Experience of working in a customer-facing environment
- Confident IT skills
- Flexibility, professionalism, drive and willingness to learn
- An interest in the Dr. Martens and/or footwear would be highly advantageous
- Being a self motivated individual that has the ability to objection handle

**What will I be paid/Benefits?**
- £9.90 per hour
- Standard holiday entitlement for full time staff is 28 days (including bank holidays). You will also receive an extra days holiday on the anniversary of your start date for the first 2 years, increasing your entitlement to 30 days (including bank holidays). Holiday entitlement will be calculated on a pro-rate basis for part-time staff.
- Pension scheme
- Employee Assistance Programme
- Training provided
- Reimbursement on eye tests
- Modern office space with breakout areas and kitchens
- Social events organised by Ventrica both in and out of office
- Travel discount with Arriva buses in the local Southend-on-Sea area

**Working Hours and Location**
- The core opening hours for the team are Monday to Sunday; 08:00-19:00
- 36 hours per week spread across 4 days per week
- Flexibility may be required during peak busy periods to meet the needs of the business
- You will be working out of our offices in Southend on Sea, Essex
- The start date for this role is 03/10/22 OR 17/10/22
- This is a Fixed Term Contract that is due to end 31/01/23 with the possibility of extension or being retained throughout the business afterwards
- The hours are on a condensed basis, meaning you will have a 4 day working week
- Please note that I have provided two examples of fixed weekly shift patterns below, DO will stand for 'Day Off':

- Shift 1- MO
TU
WE
TH
FR
SA
SU- DO
DO
0800-1900
0800-1900
0800-1900
1100-1700
DO- Shift 2- MO
TU
WE
TH
FR
SA
SU- 0800-1900
DO
0800-1900
0800-1900
DO
DO
1100-1700**Homeworking Criteria**
- Runs Windows 10
- Mac OS version 10.15 or above
- Available USB port for a USB headset (headset will be supplied)

**_Please be aware that Chromebooks are not supported, additionally Windows 10 in S Mode will not be compatible_**

**Minimum Speed Requirements**:

- Ping ms Maximum 20ms
- DOWNLOAD Mbps Minimum 20 MBps
- UPLOAD Mbps Minimum 5Mbps