Customer Contact Advisor

1 month ago

Batley, United Kingdom HSL Chairs Full time

Main purpose of the role

The role will be varied, no one customer experience is the same. Your primary function will be to delight each and every customer through effectively managing their enquiries, issues or complaints in in a calm and timely manner. You will be of a friendly nature, wearing the HSL smile as you build good rapport with our customers and/or their loved ones, whilst demonstrating empathy and sensitivity when managing difficult situations.

Key responsibilities

Deliver a world class level of customer service, whilst striving for excellence at every opportunity. Utilising relevant data management systems to effectively service and record customer contacts. Communicating with HSL customers both verbally and written at length to obtain accurate and relevant information, offering advice and support, and completing all accompanying administration. Working in a methodical manner whilst under pressure, resolving customer enquiries and complaints Complaint handling including investigation and resolution throughout all areas of the contact centre. Produce written response to customers which meet the required service standard Process customer repairs Process refunds and replacement orders Handle out of lead time enquires / late deliveries Handling of pre-sale enquiries, including being able to advise customer across all product ranges Input of catalogue requests (Web and Mail) onto the database Inputting of mail orders Handling internal queries from stores and home visit teams Enhance the performance of the business by converting warm leads into either store or home visit appointments Booking and scheduling of customer appointments Provide assistance on journey planning when required Management of the home visits One to One booking system Booking HSL deliveries on Maxoptra system Investigating and locating lost stock at HSL, carriers and warehouses Adding and booking consignments on Maxoptra and carrier portals

Position requirements/Qualifications

Previous experience of working in a similar role and a proven track record in successful Customer Services including writing bespoke letters/emails to customers Previous experience in a customer contact role with call handling experience Excellent telephone manner Must be able to demonstrate resilience and be self sufficient Can work well in a team and embrace HSL’s culture Adaptable to change and good time management skills Good IT skills are required including proficiency in Microsoft Office Trading Standards knowledge is advantageous Good listening skills and excellent interpersonal/communication skills

What can you expect from us?

Besides becoming part of a truly, wonderful family culture, you can also expect-

Contributory pension Death-in-service cover 30 days’ holiday (pro rata) including public holidays – increasing to 33 for long-standing service Discretionary bonus (usually paid annually) Health cash plan offered through Westfield Health giving cashback on optical, dental, physiotherapy and much more Westfield rewards – spend and collect points or discounted shopping vouchers (e.g. 7% off at M&S), discounted gym membership etc Annual flu vaccines Colleague discount (50% on HSL furniture for personal use & 20% for family and friends) Transave Partnership (You can opt to boost your financial wellbeing by saving a minimum of £5 per month with our partner TransaveUK Credit Union, a not for profit savings and loan cooperative). Training and development Surprise and delight events (e.g. Fish & Chip Thursday, Ice-cream treats, Afternoon Tea, Easter eggs, Christmas lunch, Christmas Meal) Free onsite parking with EV charging points (first come, first serve basis) On-site canteen

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