customer relations Widnes, England
Job description
Come and work for a multi-million-pound e-commerce company, specialising in model railways. Throughout our 70+ years of trading, we have become the 'go-to people' in our industry.
Overall Purpose of the Job
As we continue to expand our online presence, a new and exciting opportunity has arisen for a Customer Experience Assistant to join our Customer Experience team.
Working within our hub in Widnes, you will primarily be responsible for all of our inbound communications. Representing a niche retail operation, you will be our customer's first point of contact so have a direct impact on how they experience our first-class service.
Main Responsibilities
- Taking phone calls, responding to emails and Live Chat communications in a professional manner, processing orders, and advising customers with their enquiries.
- Demonstrating good time management as you will be accountable for working between all of our means of communication.
- Excellent interpersonal and communication skills, liaising with customers as well as other internal operational departments.
The above list is not exhaustive as you will be expected to perform duties as necessitated by your changing role within the organisation and the changing overall business objectives as they continue to be developed and refined.
Previous Job Knowledge, Skills, and Experience
The ideal candidate for this role is someone who is comfortable and confident with customers over the phone, by email, and via live chat. You should be able to clearly demonstrate the ability to establish, build and maintain good relationships with all of our customers so excellent communication and interpersonal skills will be key for this position. Someone who is highly motivated and able to remain positive in all circumstances will succeed in this role.
Essential
- Flexibility and self-management to be able to work between various tasks; answering calls, emails, and live chats
- Excellent communication skills, both oral and written.
- At least 12+ months of the customer and/or retail experience
- A customer-centric attitude to all duties
- PC literate, preferably with good knowledge of generic Google applications
- A high level of motivation and energy, someone who is willing to go the extra mile for the customer.
- Resilience and determination to complete a job to the best of your abilities, for the needs of the customer and the business.
Desirable
- Model railway knowledge may be advantageous, however, someone with the right attitude is just as valuable
- NVQ (or equivalent) in customer experience or a similar discipline
Salary and Working Hours
The hours for this role cover a seven-day operation, running from Monday to Sunday. The hours will primarily be between 9:30 am and 5:30 pm.
You will be required to work five, 8-hour shifts (37.5 hours paid with a 15-minute paid break and a 30-minute unpaid break) which may have varying shift patterns. You will be expected to work at least one day at the weekend.
Pay for this role is hourly, starting at £11.30 for Level 1 with the opportunity to earn performance-related pay.
Why work for Hattons?
Company Benefits
- Bupa health scheme
- Pension scheme
- Staff discount
- Weekly pay - We believe it is important for our team to receive the money they have worked for as soon as they can, so all staff are paid weekly
Application Process
Stage 1: Send us your CV and cover letter
Stage 3: Invitation to a face-to-face interview with a Customer Communications Manager
Stage 4: Job offer!
About Hattons Model Railways
CEO: Richard Davies
Revenue: $5 to $25 million (USD)
Size: 51 to 200 Employees
Type: Company - Private
Website: www.hattons.co.uk
Year Founded: 1946
