Details of the role

Job Title: Customer Care Advisor

Contract: Temporary / Hybrid / Remote

Start Date: 09th October 2023

Hours: 37.5 - Full time

Salary: Age 20 and under - £9.00, Age 21-22 - £10.18, Age 23+ - £10.42

HQ Location: FM Outsource, Imperial House 79-81, Hornby Street, Bury, BL9 5BN (UK based role)

Reports to: Campaign Manager / Supervisors

Who we are ..

At FM Outsource we provide tech-led, high quality contact centres for some of the UK’s top retailers and logistics companies. We’re Omni-channel, multilingual and operate 24/7. Our expertise is built on years of experience and industry knowledge.

We care deeply about making a difference and being the best at what we do, and because of this we continue to grow.

We understand that different working arrangements work for different people, therefore we work really hard to help our people achieve their preference. We offer remote, hybrid and office based roles in order to help our people with their work and home life balance. All of our roles are based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

We believe happy people create happy customers, that’s why we go above and beyond to make sure our people have the best possible employee experience. We have the quickest and easiest digital recruitment process! You will need to answer a few questions, do an online assessment and record some interview questions – that’s it. Once you pass this stage you are in!

We also have comprehensive training and onboarding, a great working environment, development and career opportunities, access to support teams and a work family that truly cares about you.

And if that wasn’t enough – you’ll be training and working completely from home, so no lengthy commute! Although the role is fully remote, you will of course be a fully fledged member of the FMO Fam!

If you have experience, are motivated to offer top level customer service and love working towards KPI’s then we want to hear from you. We are looking for engaged and confident people to join the team to help us continue in our evolution!

Please note that you must be UK-based to apply for this role.

Please note we are a BYOD (bring your own device) company for remote or hybrid Operator roles.

A bit about the Campaign ..

You’ll be part of our budding customer-focused team working on behalf of Superdrug, one of the UK’s largest Health and Beauty brands.

Day-to-day you will be helping Superdrug customers with issues linked to the reward scheme, loyalty schemes, online orders and any in-store experiences via various contact channels consisting of webchat, social media, and emails. You will also work internal telephony channels to assist our in-store staff team with any issues or queries they have through a dedicated internal phone number.

A wide range of query types ensures your day will always be varied.

We have an extensive training programme to make sure you’ve got all the skills and resources you need to complete your shift independently. Following your training, you will have a dedicated Superdrug Management Team there to help support you and to enable your continual growth as part of our team.

What we are looking for ..

The ideal candidate will have experience in providing first class customer service via Webchat, Social Media and Emails whilst following all internal processes and procedures. Additionally, you will be confident in thinking outside the box where appropriate to ensure we provide the best customer experience possible.

You will be an effective point of contact, and be available to customers via the required channels during working hours. You will achieve the required campaign productivity (contacts per hour) and quality (QA scores) levels.

You must be fluent in English (able to speak English at an idiomatic level with outstanding sentence structure, spelling and grammar). You must be able to type 40-45 words per minute.

You will have the ability to stay calm and focussed whilst working to get a quality solution for the customer on behalf of our clients. You will do all of this while achieving high levels of productivity and demonstrating excellent client and product knowledge.

You will ideally have knowledge of Health and Beauty products, whilst having a good level of IT literacy to operate the different systems we use to help customers effectively.

Responsibilities of the role ..

• Make clear and accurate notes from all customer interactions (e.g. notes on interactions)
• Complete weekly quizzes and maintain product/client knowledge.
• Maintain your own laptop/computer and headset (when working remotely).
• Arrive at work in a timely manner to enable you to begin handling customer interactions at your shift start time.
• Acknowledge and comply with guidance and advice provided by all managers and support areas.
• Ensure you are aware of changes and updates within campaigns to enable you to conduct your work effectively.
• Comply with data protection regulations (e.g. Data Protection Act, GDPR) and maintain high levels of confidentiality including sensitive data (passwords)
• Be open to constructive feedback and put it into action!
• Be a positive representative of the client that you are working for!

What you need to be successful in the role ..

• Proficient in MS Office
• Experience of working in a customer focussed environment
• Accesss to own machine running windows 10 and 8GB RAM
• Mac OS in date with 8GB RAM
• Headset with working microphone
• Fast broadband speed with at least 10 MB/sec download and upload speed

Benefits of working for FM Outsource ..

• On site gym & restaurant
• Opportunity to earn bonus
• Work social events
• 28 days annual leave pro rata inclusive of bank holidays
• Flexible working
• Pension scheme and contributions
• Death in service scheme