Job description

WHO WE ARE

Our French heart pulses through our international brand. With 100 years of heritage, we are future focused as we push ourselves and each other to connect every cook with personal stories and our rich legacy of food lovers to a lifestyle that inspires. Building beautiful products of the best quality that bring joy to people’s lives for generations. We want to ensure that the heart of every home beats from the kitchen. Through our values of PASSION, INTEGRITY, INNOVATION & EXCELLENCE and TEAMWORK, we make Le Creuset a great place to work, celebrating our rich diversity of 22 countries & cultures.

WHY JOIN US?

Our recipe is equal parts passion, hard work and fun with a culture as vibrant as our products. We constantly stretch ourselves and encourage our team mates to do the same. When you join Le Creuset, you become part of a dynamic team that focuses on innovation and collaboration.

You are part of something bigger…from your first day to every moment thereafter, you’re going to love what you do as part of the Le Creuset family! Together we live our ‘One Le Creuset’ Values: PASSION, INTEGRITY, INNOVATION & EXCELLENCE and TEAMWORK.

This is a 12 month fixed term contract.

Please be advised that whilst we offer hybrid working, the successful candidate would be required to work in our office in Andover between 2-3 days per week.

Main Purpose

To ensure that all consumer service interaction is dealt with professionally and within the set company guidelines.

Main Duties

• Working with the Consumer Service team to efficiently and effectively provide an excellent consumer service experience at all touch points (calls, emails, live chat, walk ins)
• To ensure that as a member of the Consumer Service Team you effectively respond to all consumer queries in a professional, courteous, and timely manner
• To ensure that as a member of the Consumer Service Team you maintain the highest level of accuracy and professionalism when dealing with Consumers and Web related queries
• To ensure that the business has the highest quality of data capture in regard to the CRM tool that the business currently has
• To action all Return order queries and communication, ensuring that the customer is always receiving the highest level of service
• Maintain a strong collaborative working relationship with the Customer Services Team, providing support and assistance as and when required to ensure the department as a whole meets fluctuating customer and consumer demands
• To develop working relationships with Le Creuset Marketing team, ensuring that any brand category issue is raised quickly, and the consumer is then communicated with the most up to-date brand information
• To liaise with the Finance department regarding Consumer orders, Returns and Finance related issues
• To liaise with the Warehouse in connection to Web Orders and Consumer replacements to ensure the consumers expectation on LCUK are met and exceeded where possible
• Carry out from time to time and as directed, any other duties as required in addition to the above that will be both reasonable and within your capabilities
• Ensure that you always take care of your health and safety and that of others by complying with health and safety obligations, particularly by reporting promptly any defects, risks or potential hazards.

PERSON SPECIFICATION

Experience

• Minimum of 2 years’ experience in a Customer/Consumer support role
• Experience as a Live Chat Operator in Customer Services environment is advantageous
• Experience on the telephone with high consumer expectations and demands.
• Navision or AX experience (user level is advantageous)

Education / Qualifications

• GCSE Level English and Maths

Skills and Knowledge

• User knowledge of CRM systems or database products
• Microsoft Word, Excel and Outlook to Basic Level
• Touch typist

Personal Attributes

• Communication (Oral, Written & Listening): Adapts his/her oral and written communications to audience and fosters clear and effective communication with others. Is able to build relationships and interact effectively across functions, seniority levels, personalities, and cultures with confidence. Actively listens. Displays accuracy and quality in his/her work written work
• Conflict Management: Anticipates and takes steps to prevent counter-productive confrontations. Resolves conflicts in a constructive manner without taking criticisms personally
• Customer Awareness: Takes personal pride and is driven by exceeding customer’s expectations with regards to his/her product knowledge, understanding of customer needs, and provision of quality solutions
• Flexibility: Is able to modify approach in order to achieve a goal or task. Is open to change and has a positive approach to work and colleagues. Able to work “outside the norm" and “multi task” to ensure business/customer demands are met
• Initiative: Is proactive, self-starting, seizes opportunities and originates action to achieve goals
• Prioritising: Accurately assesses the relative importance of objectives, activities, and events, in relation to organisational goals
• Resilience: Is able to maintain high performance levels under pressure and/or opposition and is able to maintain composure in the face of disappointments, criticism and /or rejection. Remains cooperative, calm, even tempered and polite at all times
• Teamwork: Co-operates with others and is able, where appropriate, to complement the roles of others by taking on the role of a leader, peer or subordinate. He/she displays empathy and actively supports other team members when under pressure
• Tenacity: Stays with a position or plan of action until the desired objective is achieved or is no longer reasonably attainable
• Time Management: Can plan and organise own use of time, meets deadlines, and does not have to rely on the last minute
• Troubleshooting: Able to gather information and quickly, accurately identify the causes of problems in work related activities and processes

Job Types: Full-time, Temporary contract, Fixed term contract
Contract length: 12 months

Benefits:

• Company pension
• Employee discount
• Free parking
• On-site parking
• Referral programme
• Sick pay
• Store discount

Schedule:

• Monday to Friday

Application question(s):

• Do you have experience on the telephone with high consumer expectations and demands?
• Do you have user knowledge of CRM systems?

Education:

• GCSE or equivalent (required)

Experience:

• Consumer services: 2 years (required)

Work Location: Hybrid remote in Andover, SP10 5QZ

Application deadline: 21/04/2023
Reference ID: OPS047
Expected start date: 24/04/2023