Customer Service Advisor Leicester, England
Job description
Who we are:
White Stuff was established in 1985 through a simple idea. This idea grew and now we have shops and concessions in the UK and internationally, selling women’s and men’s clothing as well as beautiful accessories and homeware. Our original prints (all designed in house), intricate details and considered design touches reflect our personality and make us subtly distinctive.
Our people are at the heart of our brand, constantly moving and driving us forward. We’re sociable, talented and like-minded and we’re not hierarchical or political in how we do business. We encourage entrepreneurial ideas and accountability at all levels.
Who you are:
A White Stuff Customer Services Advisor is passionate about ensuring every customer has the best possible experience when contacting White Stuff.
You will have the following knowledge and experience:
- Demonstrable Customer Service experience, in a multi-channel environment.
- Experience of communicating with customers effectively via digital channels i.e. Email, Live Chat and Social Media.
- A genuine desire to always help customers in their actions and the tone they use.
- Excellent communication and interpersonal skills - to deal diplomatically with a range of people inside and outside of the business.
- Proven general IT skills such as Word and Excel.
- Can work individually and as part of the team.
- Must be self-sufficient and have the ability to manage your time effectively.
- Exceptional attention to detail.
- Flexibility to work on a rotating shift pattern during the evenings and weekends.
- The role is home based therefore a reliable internet connection will be required.
- Cheerful disposition with a flexible and positive approach to work and others.
- To demonstrably promote the White Stuff brand, ethos and values in a professional and friendly manner at all times.
- Proven ability to build effective relationships with stakeholders within and outside of the Customer Services department.
Primary objective of the job:
- Responsible for taking care of customer service through our digital touchpoints. You are a best-in-class Customer Service operator with experience in supporting customers via Email, Social Media and Live Chat.
- As our Customer Service Advisor, you will be the primary point of contact between our business and our customers. You will support and advise customers, who are placing orders, require product information and styling advice. In addition, you be the first point of contact for complex queries and complaints, taking full responsibility for any issue raised and seeing it through to a positive resolution. In doing so you will strive to gain and retain customers by offering a service that continuously improves our customer’s experiences and enhances the brand.
- You will proactively take ownership of your personal development, seeking to continually improve your skill set.
What you’ll be doing:
- Contributing to the department achieving pre-determined SLAs for Emails, Live Chat and Social Media.
- Maintain excellent working knowledge of DC & Shop processes and spend time working within the DC & Shop environments.
- Proactively handling customer escalations in a timely fashion and with an appropriate outcome.
- Adhering to and promoting all Health and Safety regulations.
- Initial training will take place at our Leicester Contact Centre during office hours for 1 week.
What you’ll need:
- Demonstrable customer service experience, in a multi-channel environment.
- Experience of communicating with customers effectively via the telephone and digital channels i.e. email, live chat and social media.
What we will offer you:
- Hybrid working
- Annual bonus opportunity
- Up to 33 days holiday per annum
- 2 extra (paid!) days off per year to volunteer in the local community
- 50% discount
- Subsidised BUPA Dental Insurance
- Healthcare cash plan and Life Assurance
- Interest free season ticket loan
- Pension Contribution
We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.
