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Quality Assurance Ambassador

2 weeks ago

North Shields, United Kingdom END Full time

Recognised as one of the fastest growing Companies in the UK, it's a really exciting time to be joining END. If you're positive, passionate and dedicated and want to be part of our future success this could be the role for you.

**QUALITY ASSURANCE AMBASSADOR - FULL-TIME, NORTH SHIELDS**

Over the last 15 years, END. has evolved into a technology led retailer that provides luxury and contemporary apparel and exclusive sneaker drops to a global audience. One of the most influential, forward-thinking and inspirational fashion companies in the world, we have fresh products hitting our website daily and our service never stops.

END. prides itself on delivering a first-class customer experience, which has underpinned our success. With over 2 million customers we deliver to over 80 countries around the world and our online business is complimented by our industry leading retail stores in Newcastle, Glasgow and London.

We currently have an exciting opportunity within our Customer Service team for a Quality Assurance Ambassador. They are responsible for recovering and resolving negative Customer Experiences and maintaining Customer trust and loyalty. Your goal is to continuously enhance our service experience to prevent customer dissatisfaction.

You will engage with our Customers via TrustPilot and Customer Satisfaction Ratings to ensure when things go wrong, we make them right, and when things go right, we utilise these experiences to ensure are Consumer Experience is forever evolving.

You will analyse Customer Feedback to identify common trends which drive pain points within our service offerings. Providing feedback to management to constantly challenge our processes and CS team abilities to ensure we are forever striving for excellence.

**What you'll be doing**:
Key responsibilities
- Engaging with Customers via our TrustPilot reviews. Recovering and resolving any negative consumer experiences, as well as promoting positive feedback, and sharing this with the wider business
- Developing and analysing reports to identify trends which are driving customer dissatisfaction. Communicating this to business stakeholders, to be utilised in improving Internal Processes
- Providing detailed feedback on negative Customer Experiences driven by service and working alongside CS Team Leads to offer adhoc Positive Resolution Training to the CS Agent team
- Leading by example and displaying a proactive approach to problem solving. Having a dynamic approach to Customer Service with 'Outside the Box' thinking to offer the best possible resolutions for our customers
- Working autonomously to ensure all Customer Reviews are reported upon and appropriately responded to within set SLAs
- Providing Clear, Concise, Professional and well-written communication to both Internal and External Customers

**What you'll be able to demonstrate**:
Skills and experience
- Passionate about Customer Experience, contributing to a culture that strives for excellence
- Confidence in handling customer escalations and managing difficult conversations whilst taking ownership of issues until a suitable resolution is achieved
- Ability to work autonomously on own initiative while remaining an Integral member of the team
- Excellent organisational & time management abilities with a dynamic approach to problem solving
- Ability to analyse and interpret data
- A suitable degree of PC literacy, especially within Microsoft Office programmes
- A positive can-do attitude and is confident and enthusiastic about END. and our Culture
- Strong empathy skills, being flexible and adaptable, and able to provide a personal approach to communication.

**What we can offer you**:

- Competitive salary
- 29 days holiday (including bank holidays and birthday)
- Company pension scheme
- Generous staff discount
- Access to END. Exclusives benefits platform
- Access to Employee Assistance Programme
- Eye-test vouchers
- Cycle-to-work scheme

Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.

If you have what it takes to be part of our future success, we want to hear from you.

Type of employment: Permanent, full-time