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Company: Wenzel’s The Bakers Ltd.

Position: Customer Care Team Member

Location: Sunley House, Olds Approach, Watford, WD18 9TB

To find out about Wenzel's please follow the link, You can also find us on Instagram, Facebook and Twitter.

WHAT WE OFFER:

• Free meal provided every shift and 50% off all other food.
• Enrolment to company pension scheme
• Holiday entitlement of 28 days including bank holidays.
• Day off for your Birthday - paid day off in addition to your holiday entitlement.
• Staff incentives including competitions and bonus schemes
• Excellent training, including apprenticeship opportunities as well as lots of career progression and development programmes.
• Free employee benefit scheme, offering discounts at almost 1000 online and instore retailers, gyms, restaurants, cinemas travel and lots more
• A Wellbeing Centre, helping to create a happier and healthier lifestyle, as well as an
• employee assistance 24/7 helpline offering free confidential advice and support

Pay & Hours:

For our Customer Care Team Member role we offer a competitive pay of £11 per hour and a working week is 40 hours, shifts between 8am-5.30pm, 5 days over 7 days, Monday-Sunday.

Job Summary:

As a Customer Care Team Member at Wenzel’s The Bakers Ltd, you will play a crucial role in ensuring exceptional customer service and satisfaction. You will be responsible for handling customer complaints, carrying out reception duties, and efficiently handling incoming calls from our 103 retail shops. Your primary goal will be to address customer concerns promptly, provide accurate information, and deliver outstanding service.

Responsibilities:

Customer Complaint Management:

• Receive, record, and resolve customer complaints efficiently and effectively.
• Act as the primary point of contact for customers seeking assistance or reporting issues.
• Empathise with customers, actively listen to their concerns, and provide appropriate solutions or escalate them to the relevant department.

Reception Duties:

• Greet visitors, customers, and employees in a professional and friendly manner.
• Manage the reception area, ensuring it is clean, organized, and presentable.
• Answer general inquiries and provide information about the company, products, and services.

Call Handling:

• Manage incoming calls from our 103 retail shops.
• Provide timely and accurate information to callers, addressing their queries, and directing calls to the appropriate department or personnel.
• Handle high call volumes while maintaining a high level of professionalism and customer service.

Customer Service Excellence:

• Ensure all interactions with customers reflect the company's commitment to exceptional service.
• Demonstrate patience, understanding, and problem-solving skills when addressing customer concerns.
• Strive to exceed customer expectations and leave a positive impression.

Documentation and Reporting:

• Maintain accurate and detailed records of customer interactions, complaints, and resolutions.
• Prepare reports on complaint trends, common issues, and suggestions for improvement.
• Share customer feedback and insights with relevant teams to enhance overall customer experience.

Qualifications and Skills:

• Previous experience in a customer service or call centre role is preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build rapport with customers.
• Ability to handle complaints and difficult situations with professionalism and empathy.
• Proficient in using customer service software, CRM systems, and Microsoft Office Suite.
• Strong organisational skills and the ability to multitask effectively.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Availability to work flexible hours, including weekends and holidays, if required.
• Joining the Customer Care Team at Wenzel’s The Bakers Ltd. provides an opportunity to make a positive impact on our customers' experience. If you are passionate about customer service and possess excellent communication and problem-solving skills, we would love to hear from you.

To apply, please submit your resume and cover letter detailing your relevant experience and why you believe you would be a great fit for this position.

REF: WENHO