Job Description

Overview:

Acting as the as the conduit between customers and the business, this role is about ensuring our customers receive all the help, support and inspiration to use our services that they need. As the first point of contact, it is your role to ensure that every customer receives outstanding customer service and that opportunities for the business to learn and improve are captured so they can be reviewed by management.

Key duties and responsibilities:

Support customer enquiries through inbound calls, emails and social media, and on occasions cover the reception at the office greeting visitors Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution Build good rapport with each customer, making them feel valued and important to us Maintain thorough and accurate customer service records, including customer relationship files Keep confidential records and financial information private and secure Communicate with other departments to ensure successful customer resolution Work with multiple systems to be able to give correct and up to date information to our customers Work closely with other team members to ensure that customer interactions are prioritised, particularly at busier times Occasional working away from the office at our retail sites or at events/roadshows may be required

You will need:

Strong communication skills and passion to support customers, whatever their personal circumstances. Given the nature of some of the calls we receive, its important you're authentic and empathetic, with a mix of flexibility and resilience to deal with a variety of enquiries Confidence using a PC and the ability to multitask, though we have a range of support tools designed to help you on the phone with customers An enthusiastic, positive attitude with a real desire to help others High level of attention to detail and accuracy Ability to work shifts over all days of the week (including weekends and bank holidays), along with some earlier starts and later finishes
Job Type: Full-time

Benefits:

Company pension Cycle to work scheme Employee discount Health & wellbeing programme
Work Location: In person

Application deadline: 03/10/2025