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We have an exciting opportunity for a Customer Service Advisor to join the UK’s largest specialist wine retailer!

Who are we?

Majestic is the UK’s largest specialist wine retailer, operating a network of over 200 stores nationwide. Founded in 1980, the company recently passed back into private ownership following the acquisition of Fortress Investment Group and has undergone an ambitious transformation and turnaround programme. The results of which are now being seen, with record market share growth, a new and improved product range, a new website and six new stores - with a pipeline for future expansion over the next five years. With no minimum purchase, the Majestic range includes over 1,100 different wines, spirits and beers both online and in-store. Majestic’s key strength is over 1,000 WSET-trained colleagues offering knowledgeable, friendly service across all channels.

The Role

At Majestic, we put the customer at the heart of everything we do and, this is especially true in our Customer Service Team. As a Customer Service Advisor, you are the friendly face of Majestic, who will be able to help our customers with whatever query they may have. Checking the status of an order; easy! Talk to a customer about their next subscription send; not a problem! Your most important job will be delivering 5-star service to all our customers and ensuring we resolve their queries on their first contact. As a brand ambassador, you will also support the wider business with outbound calling activities that help to add value to Majestic and our customers.

Key Responsibilities:

• Deliver exceptional customer service across all Majestic channels; telephony, email, social media
• Take ownership of all customer queries and strive to deliver the best possible resolution every time
• Represent the brand. As the voice of Majestic, you’ll always provide an engaging, positive and empathetic customer experience.
• Support with outbound calling activities that add value to Majestic and our customers
• Achieve all key performance indicators, including excellent CSAT, quality and productivity
• Ensure customer queries are dealt with promptly and in line with our service level agreements
• Adhere to all legislation regarding customer confidentiality and data protection

Knowledge & Skills Required:

• Proven experience working in a customer service environment
• Excellent written and verbal communication skills
• A passion for providing exceptional customer service and genuine empathy - a desire to deliver the best possible customer experience on the first contact
• Experience driving sales through exceptional service
• Experience and confidence working towards targets in a KPI driven environment
• The ability to work and communicate effectively in a team
• Excellent time management and organisational skills
• Strong computer skills and confidence working with different technical systems

What's in it for you:

• A competitive salary & performance related bonus
• Up to 20% Staff Discount
• 29 days holiday, including public and bank holidays and we also have a Holiday Purchase Scheme
• Life Assurance (Worth 3 times your annual salary)
• A contributory Company Pension Plan
• Career development opportunities - we are passionate about nurturing our internal talent, offering career progression supported by our excellent in-house training schemes!
• Fantastic incentives that take you around the world to explore our different vineyards.
• Free parking on site with electric charging points
• Access to Retail Trust which includes: Retail Rewards including Instant savings with discounted e-vouchers, discounted reloadable shopping cards, gift vouchers and gift cards, Discounts of up to 30%, Access to free counselling and support phone line
• Company maternity, paternity and adoption leave after 26 weeks
• Long service rewards.
• Company sick pay scheme

Job Specifics:

• Contract Type: Permanent - Ability to work shifts (9:00am - 5:30pm and 10:30am - 7:00pm) including weekends (9:00am - 5:30pm)
• Location: Our Head Office is based in Watford, just 20 minutes from London Euston. From Watford Junction, we are a 15-minute walk to our Head Office

We are proud to offer a new Agile Working Policy for Support Centre colleagues; a blend of office and home working which will include a number of days working at the Majestic Office

We look forward to receiving your application! Together we are Majestic! #TWAM

On the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately. We will only be able to offer individual feedback to those candidates who attend an interview.