Customer Service Assistant - Naylors Rochdale, England
Job description
Background
Naylors is one of the UK's leading equestrian retailers. Founded in 1965, we are a forward-thinking, vibrant business operating in the equestrian, country wear and pet retail sectors. From our huge flagship superstore in Rochdale, Lancashire, we have expanded to Nantwich, Cannock and many other sites with more on the cards as we drive our UK expansion forward. We also serve from our industry leading website at www.naylors.com. We are also extremely influential on social media platforms with a collective following of over 126,000 followers.
Culture
We inspire our people to reach higher levels of performance. To achieve these standards, we only recruit the best! All employees are highly skilled, self-motivated and in constant pursuit of perfection. Opportunities to progress arise quickly for those people with the right qualities and ambition.
We encourage our people to constantly seek ways to improve our business. This means challenging the way we merchandise, sell and manage the business, being creative and forward thinking in suggesting alternative solutions. Problems are solved and opportunities seized by people from all levels of the organisation, working together.
Customer Service Assistant
An exciting opportunity has arisen in our growing team for a highly motivated person who is looking to develop their customer service career. Day-to-day you will be handling customer orders over the telephone and offering pre-sale and after-sale care and advice to customers via the telephone and by email on our extensive range of equestrian, country, and pet ranges. You will be part of a highly motivated team dedicated to providing excellent customer service and ensuring our customers receive the best possible shopping experience with Naylors Equestrian.
Job specification
Job title
Customer Services Assistant
Department / team
Customer Services Department
Reporting to
Customer Services Manager
Location
Rochdale
Role & responsibilities
1. Handling to successful completion sales orders initiated by customers over telephone or email.
2. Offering pre-sales and after-sales help and advice on a wide range of
products by telephone and email.
3. Handling return goods from initial customer request through to customer refund or product replacement whilst maintaining excellent communication with the customer throughout.
4. Liaising with suppliers to expediently handle faulty returns.
5. Undertaking product research and training to improve product knowledge.
6. Handle inbound telephone calls to the business and routing calls to the appropriate contact, taking messages when required.
Benefits
Pension scheme
Staff discount
28 days holiday (including Bank Holidays)
The opportunity to work within a fast- growing, industry-leading company
Product training from brand professionals
Free on-site parking
Hours of work
32 hours per week
Generally, 4 days per week including weekends, depending on rota; You must be willing to work additional hours when required during busy periods and/ or to cover absences and holidays.
Person specification
Personal qualities
The successful candidate will:
- Be an excellent, confident and skilled communicator.
- Have excellent inter-personal skills.
- Have excellent attention to detail.
- Be motivated and hands-on with a hardworking attitude.
- Have superb multi-tasking abilities.
- Be very well organised and methodical.
- Be a fast learner and a fast worker.
- Essential skills and qualifications.
- Be an excellent team player.
- Be enthusiastic.
- Be personable.
- Be customer focussed.
- Be a self-motivator.
Essential skills and qualifications
1. 5 or more GCSEs at grade C or above (or equivalent).
2. English Language GCSE grade C or above (or equivalent).
3. Mathematics GCSE grade C or above (or equivalent).
4. IT literate and able to confidently use a variety of systems.
5. Excellent telephone manner. Desirable skills and qualifications
Desirable skills and qualifications
1. Customer service experience or background.
2. Experience in the care of horses and/or experience of horse riding.
3. Equestrian-related qualifications is advantageous but not essential.
4. Experience in an equestrian discipline is advantageous but not essential.
Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.
Thank you again for your time.
