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Customer Experience Specialist
2 weeks ago
**We're Hiring **Customer Experience Specialist (3 Month FTC, Full Time)**
Shift pattern: Flexible Shifts, minimum 30hrs per week
**Could this be the job for you?**
We’re looking for a Customer Experience Specialist to join us on a fixed term contract to help support our Customer Experience team during our busiest time of the year. With a natural flair for customer service, you’ll be someone who loves working as part of a team where no two days are the same
This could be the job for you if
- You’re all about the customer Our Customer Experience Specialists are deeply passionate about ensuring that our customers receive the best service, so you’ll need to be someone who appreciates the value of exceptional customer service.
- You have a passion for our brands and products, providing sound advice to customers on the items that will best suit their needs
**As a Customer Experience Specialist you’ll be a success if**
- You provide best-in-class customer experience on all customer related queries. From delivery issues, product insight to website navigation.
- You coordinate with the team manager/supervisor and different departments to maintain a great customer experience by recognising when something has gone wrong and strive to put it right.
- You investigate, resolve, and accurately record the customer experience whilst having the bigger picture at the front of your mind to help inform your decisions.
- You represent our strong customer beliefs to organisations all over the world to ensure that if something has gone wrong; it is dealt with as little customer impact as possible
**What you’ll bring**
- The good stuff _
- Excellent communication skills - both written and verbal
- Excellent attention to detail
- Enthusiasm for customer-service and making sure they have a memorable experience.
- Ability to empathise with the customer and ask what you would want to happen if you were in this position.
- Ability to multi-task and work efficiently in a fast-paced environment
- The great stuff _
- Previous experience working in an e-commerce environment.
- Proven experience working within a fast-paced and dynamic environment.
- Knowledge and/or passion for the action sports, outdoor or fashion industry
**A note from the hiring manager**- Laure Mace, CX Group Manager_
**Perks of the job**
As a business that is all about getting out there and enjoying life, we wouldn’t be true to our values unless we offered some pretty awesome benefits to help our people to do the same..
- ** True hybrid working -** we trust and empower you to work in a way that suits you, your life, and your team.
- ** Market leading discount** - We want our people to enjoy and love the products that we sell as much as our customers do, that's why we give you everything at **cost price + VAT** (We challenge you to find better)
- ** Mental wellbeing support -** Access to counselling sessions, a remote GP service and a whole range of well-being focused resources through our dedicated health & well-being partners.
- ** We work hard, but we relax even harder - **You’ll get **25 days** annual leave, plus an **extra day off for your birthday** (Because who wants to wait years for their birthday to fall on a weekend?)
- ** An annual piece of the pie** - When the business does well, it's down to the hard work of our people, that's why we give a discretionary **annual bonus** based on company performance.
- ** Supporting you through all stages of life** - We help you to focus on what really matters during important moments in your life. You’ll get enhanced maternity leave, full shared parental leave, and paid leave should you experience loss of early life.
- ** An Outstanding place to work**:
- It’s official, we’re a **Best Company Outstanding** Place to work - a badge that we wear with pride and something we will always keep working to continually improve.
**Who are we?**
We’re the biggest e-commerce group that you’ve probably never heard of, yet you’re sure to know about our sites. We’ve been experiencing rapid growth and working hard behind the scenes to firmly make our mark as an environmentally conscious e-commerce powerhouse that is all about providing exceptional service and exceptional products that encourage people to get out there and enjoy life.
We own and run 9 e-commerce sites including Surfdome, Country Attire, Blackleaf and Derby House and we work with some global brands including The North Face, Coach, Rab, and Barbour. We also own 4 creative content sites, so whether you’re looking for the best waves to ride, the top mountains to trek, or which jacket will best protect you from the elements, chances are our Editorial team have got you covered.
Over the last 12 months we’ve grown from a team of 200 to 300+, we’ve added 2 sites to our plethora of brands, and have become an Outstanding place to work as awarded by Best Company. Over the next 12 months we have big plans to elevate our e-commerce
