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Job description

Hours

Monday: 1pm - 9pm

Tuesday: 1pm - 9pm

Wednesday: 1pm - 9pm

Thursday: 1pm - 9pm

Total Average Weekly Hours: 30 Hours

Job Description

Born in a Welsh barn in 1997, TOAST has grown from loungewear and nightwear to become a unique lifestyle brand, creating and curating simple, functional, beautiful clothing, home ware and editorial.

TOAST is renowned for its thoughtful, contemporary design and commitment to traditional textiles and craftsmanship.

TOAST has studios in both London and Swansea and is one of the very few UK clothing brands with its own full pattern room.

TOAST has shops throughout the UK and can be found in many John Lewis stores. TOAST has an online shop www.toa.st

The emphasis within the TOAST workplace is:

Thoughtfulness - in all we do and all we say, in our actions and our interactions

Simplicity - in our aesthetics, communications, processes and solutions

Creativity - and the encouragement of fresh thinking and the free exchange of ideas

Collaboration - both among ourselves and with other inspiring individuals, organisations

and traditional craftsmen

As part of the TOAST team, you are a catalyst for the brand’s successes. To realize our ambitions, we need you to share our interests and values, have an enthusiasm for TOAST itself as well as a deep knowledge and love of your own specialist area.

In return for your dedication, TOAST will offer a supportive and friendly working environment with flexible working hours and generous staff discounts. You will receive a comprehensive induction, including product and brand training, that helps to plant a deep understanding of TOAST that can be carried confidently through your work and into the outside world.

Main Purpose of Role:

The customer service role will be to provide a customer service function within the call centre. You will be responsible for providing excellent customer service to our customers at all times. You will be knowledgeable and experienced in all areas of customer service and be able to provide an excellent level of service.

You will need to be able to exercise discretion and a sensible degree of sensitivity when dealing with customer issues. You will be able to diffuse situations and resolve potential issues.

You will be able to deal effectively with complaint handling with the ability to successfully resolve any complaints and provide feedback in order to avoid future complaints of the same nature. Need to be able to work within limits of authority and follow the correct protocol.

You should be able to contribute to the overall improvement of customer service and call centre by helping to review existing processes and suggest improvements. Must have good product knowledge and procedural knowledge in order to provide advice accordingly. Need to assist returns with any return or exchange queries they may require assistance with. Needs to assist production with any queries which may require their assistance.

This role involves interaction with customers, service providers and other departments so you must be an excellent communicator with the ability to communicate effectively on all levels. When dealing with outside suppliers and couriers you need to ensure their service commitments are met and if not feed this back to your manager effectively.

You must have excellent written communication skills in order to be able to respond to customers through letter writing (when required), Live chat and email. Should have good time management skills in order to manage own work load. Need to ensure email & Live chat conversations are responded to on time. Need to ensure that tasks and queries are quickly and effectively resolved. This role involves carrying out various administrative tasks like processing claims and filing.

Actively monitor call statistics and respond to calls appropriately. Promptly answer and deal effectively with customer service calls and handovers. Customer services to ensure high levels of productivity & professionalism.

Need to have a good understanding of company websites, the shopping and checkout process, familiarity with the help pages and the terms and conditions. You need to be able to effectively advise and support internet customers if they experience difficulty purchasing online. Need to have a good knowledge on the Distance Selling Regulations Legislation and Consumer Law, ensuring we comply accordingly.

Need to be efficient in all areas of customer service role, including having the ability to work via Live Chat. Need to be a team player who respects and works well with other members of the team, as well as being able to work on own initiative. Must be positive, customer focused, enthusiastic and flexible, willing to contribute to the department for the benefit of the organisation as a whole. Must be brand focused and display brand values in all you do.

Specific Responsibilities:

Organisation

• Produce the highest level of work and ensure consistent productivity. Contribute to team work and liaise effectively with team members.
• Feedback improvements to customer service processes in order to help bring about improvements. You will need to be flexible and open to change, with a work ethic of continuous improvement.
• Ensure you develop a clear understanding of company policy regarding customer returns, complaint handling and be able to apply this in your role.
• Ability to respond to credit card queries and deal effectively with all payment queries. An excellent understanding is required of the payment’s menu in order to deal with any payment queries.
• Support Returns Department with customer queries and give advice.
• Communication - Need to ensure that information is reported clearly and on time to the relevant people. Must be able to liaise effectively on all levels, with excellent written and verbal skills. Ensure customer services manager or call centre manager are made aware of any relevant problems and kept up to date of the progress in finding a resolution. Ensure colleagues are kept up to date and customers are kept informed regarding any queries you are dealing with. Ensure clear and concise notes are kept of any action taken.
• Must be able to prioritise and complete own workload effectively so work is completed on time. Ability to work well under pressure.
• Ensure all assigned email is responded to effectively & on time to the required standard. Ensure spell checker is used on all email and that grammar is checked before each email is sent to the customer. Ensure accurate information is provided and that first time resolution is carried out.
• Carry out a variety of customer service functions within the call centre. These include dealing with lost parcels, returned parcels, wrong items sent to customers, wrong parcels received by customers, faulty refunds, claims, potential and confirmed fraud, returns queries, escalations, and click & collect queries, ship from store queries, email including customer service queries inbox, letter writing, Live chat, answering phone calls and all other customer and call centre tasks.
• Deal with customer complaints and queries effectively and politely; ensure customers receive excellent service from yourself and other staff members. Ensure that all customer contact is carried out on time. Ensure customers are kept informed and up to date of the progress of their query.
• Ensure any difficult customer service issue is turned around positively to keep customer loyalty. Work with customers to prevent cancellation of orders and encourage buying. Use cross selling and upselling to increase order values.
• Effectively provide help and support to customers through all means. This includes online help via the medium of Live Chat.
• Effectively deal with customer complaints & communicate via Live Chat politely, ensuring customers receive excellent service from yourself. Ensure chats are responded to within the allotted time frame & the customer is kept up to date on the progress of their query.
• Be flexible in providing cover and working additional hours where required, particularly during peak periods.

Job Type: Part-time
Part-time hours: 30 per week

Salary: £11.25 per hour

Benefits:

• Company pension
• Employee discount
• On-site parking

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Swansea: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person