Job Description

and Personal Specification

About Us:

Avocado55 is an independent contact centre advisory, delivery & services business, made up of expert industry professionals.

Supporting organisations to design, deliver and operate high quality, industry leading services.

Avocado55 has extensive experience across many different industries, including: airline, travel, retail, foodtech, fintech, drinks & distilling, wealth management, charity, healthcare & public sector.

The Avocado55 team works hard, but individual efforts won't go unnoticed. Working with a growing organisation will be both challenging and rewarding. We are looking for people wanting to make their mark on the business. You'll get plenty of autonomy and learning opportunities. Plus the chance to work flexibly.

The Job: Consumer Service Advisor

A fantastic opportunity has arisen for an analytical, outgoing, consumer service-focused and ambitious person to join us as a Consumer Service Advisor for a luxury brand in the heart of the Highlands.

This is a new role supporting a high-performing and established team that manages all consumer, brand and product-related queries across multiple contact channels. The role will be the first point of contact for the company, taking ownership of all enquiries and managing these through to resolution.

No two consumers or resolution journeys are the same, and it's our job to ensure that, whatever the issue, our consumers receive the exceptional service they deserve.

Your main duties will include:

Representing a luxury brand, always ensuring outstanding consumer service. Answering inbound telephone, email, online contact form, social direct messages and chat contacts Using a knowledge base to respond to consumer queries in alignment with agreed/trained processes and procedures. Triaging and assessing consumer queries to establish the most appropriate response and/or course of action. Taking a consumer-first approach to solving enquiries swiftly and efficiently, taking ownership of query resolution from start to finish Ensuring that all consumer interactions are professional and adhere to the brand tone of voice, demonstrating knowledge and empathy, and always factually and grammatically correct. Recording consumer conversations and any follow-up actions required within a case management system, ensuring all relevant information is captured for future reference. Making pro-active contact with consumers to follow-up on their interactions with the brand website, including abandoned carts. Liaising with senior team members and external stakeholders to resolve issues and share information. Utilising our industry-leading technology and tools, and knowledge base, to manage queries through to satisfactory outcomes within agreed service levels. Be an integral part of the Avocado55 family, whose ethics, values, connectivity, and relentless innovation are core to their success.
You must have:

Five National 4's grade A-C or equivalent, including English and Maths

Avocado55 will always take a candidate's relevant experience over qualifications. However, candidates must be able to demonstrate verbal and written communication to "Higher" standard.

Personal qualities and attributes:

Experience of a customer service, hospitality or retail environment is essential Team player with a strong attention to detail and accuracy, a thirst for knowledge and a curious mindset. Open to feedback, with a willingness to learn and improve both individually and as a team on an ongoing basis. A 'Can do' attitude with a strong sense of personal commitment, and an interest in bringing innovative ideas to the team. Excellent communication skills, both verbal and written. Excellent time management skills with the ability to balance a varied workload and prioritise accordingly Natural relationship builder. Able to work to defined Key Performance Indicators Computer/internet literate. Proficiency with MS Office or Google Suite. Good listening skills, and the ability to remain alm and patient under pressure.
The ideal candidate should be located in Scotland. This is a fully remote role with occasional travel arranged in advance, so it is vitally important that you are self-motivated, driven and comfortable working under your own initiative.

We will supply the required equipment, assessed according to your needs. We ask that you have a stable and strong internet connection. Our minimum requirement for internet speed is 10Mbps Download and 4Mpbs Upload.

You must have a dedicated, quiet workspace with a desk, plenty of natural light, access to fresh air and no distractions. This cannot be a communal area or a space that is shared by other household members.

What we offer

A comprehensive training, onboarding and personal development programme. 25 days holiday per annum plus public/bank holidays 37.5 hours per week, 9:00am to 5:30pm, Monday to Friday Salary range: 24,500 to 26,500 depending on experience. Pension scheme Employee Assistance Program Death in service cover
Diversity, Inclusion & Belonging:

No matter who you are, what you look like, who you love, or where you are from, you can find your place here. We're committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

Social and Environmental:

We have committed to reducing our overall greenhouse gas emissions, and aim to incorporate all working from home in this commitment.

All workers are expected to make every effort to reduce their carbon consumption when working from home. The three main emission categories include utilities, office waste and transport.

We want you to be part of our purpose-led way of working by agreeing and working to our sustainable home working arrangements. You will also be given the opportunity to volunteer in your local community or support other environmental projects.

Job Type: Full-time

Pay: 24,500.00-26,500.00 per year

Benefits:

Company pension Health & wellbeing programme Life insurance Work from home
Application question(s):

Do you have experience in the hospitalility, tourism or retail sectors? Are you located in Scotland?
Education:

A-Level or equivalent (preferred)
Experience:

Customer service: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: Remote