Job Description

Role: Customer Experience Agent

Location: St Helens (Office Based)

Salary : 25,000 to 30,000

The opportunity

Do you have a passion for brands and want to be part of building one? Are you committed to customer experience and ensuring everyone we deal with has an amazing experience which they want to shout about? Do you have incredibly high standards when it comes to your work? Do you want to join a high growth entrepreneurial business where you can learn and develop your understanding of business and your skills in this world? Then this might just be the perfect role for you....

We're looking for an honest, hard-working and conscientious person to join our rapidly growing team working as a Customer Service Agent based out of our St Helens branch.

We believe great companies are made by employing great people and that's what we do! We're keen to talk with honest, loyal, hard-working people who are looking for a challenge and are committed to the highest standards.

You will be an integral part of a high functioning team, focused on delivering the highest possible standards in customer experience for our digital business, ensuring we build on the rapid growth of our brand by being the best in the industry!

In return for your commitment, we will invest in you by providing first class training to do the job alongside opportunities to progress your career within an entrepreneurial digital business.

The business:

We're a digital business with over 25 years history in online retail. In 2021 we launched a new brand to the market specialising in buying cars directly from the public online, which has been growing rapidly. We're now launching some exciting new brands in 2024 to broaden this growth.

Using our market leading tech we're committed to giving each and every customer the best service and best value when selling us their old car, or buying a car from our other brands. Happy customers, good reviews and high growth is the measure of our success.

We're committed to our people, our customers and our values. We value honesty, loyalty, hard work and respect, sharing these values is a key requirement of any potential team member.

We're passionate about creating opportunities for people and giving them the skills, support and environment to reach their goals.

The role:

We have an opportunity for a target driven, enthusiastic and highly organised customer service professional to join our highly entrepreneurial team. If you are the kind of person who is determined that every customer has the best possible experience, works hard to remove problems and get the right result and want to work for a company who are growing rapidly, then we want to hear from you!

This is a new role for the business due to our growth as we look to ensure our customer service scales with our business, very quickly! You'll be joining a small but expanding team who work incredibly hard and are passionate about establishing our brand.... who also know how to have a laugh!

Supported by our General Manager and the wider team, this is a fantastic opportunity for a hungry customer focused professional to work within an organisation where they can take their career to the next level, or a graduate looking to accelerate their career by joining a highly entrepreneurial digital business as we grow at pace.

In return for your dedication and hard-work we will provide a competitive basic salary, participation in the team bonus scheme, a thriving working environment and coaching from our established team. In reward for your success we will provide an evolving benefits package and commitment to your career development.

Key Responsibilities:

Handling inbound / outbound enquiries by phone (80% consumer / 20% business).

Managing the customer service inbox and ensuring all queries are dealt with promptly.

Handling our social media communications, ensuing customers get quick and detailed responses and our brand is well portrayed. Opportunity for the right candidate to develop the social media content of our brand.

Working with other departments so find solutions and ensure first class customer experience.

Supporting our operations and sales teams as needed.

Helping with the development of our process and systems such as; web chat, telephony development, social media strategy.

This isn't exhaustive, we're a dynamic company growing quickly and are looking for people with the can do attitude and work ethic to do whatever is needed to help the company grow!

The successful candidate will be:

Honest, loyal and trustworthy.

Self-motivated and driven to build their career in a highly entrepreneurial environment.

Lazer focused on ensuring every customer has the best possible experience and our brand is showcased in a positive light.

A natural problem solver who can influence people and resolve issues in a proactive and timely manner.

A top class communicator, engaging and charming in nature.

Highly organised and able to manage administration and follow up on actions to resolve issues and document solutions.

A willingness to learn and desire to develop a career in a fast paced entrepreneurial environment.

Technical Requirements:

Proficient in MS Office, including Outlook, Word and Excel. Use of Hubspot/Zendesk CRM and custom built systems would be an advantage.

Experience in a customer service role, office administrator or contact centre would be a significant advantage.

Experience working in a business offering transport, engineer routing or car logistic services would also be a big advantage.

The future:

This could be the start of a long and successful career with a company who has ambitious plans! Sometimes the next BIG opportunity takes you in a whole new direction.

Application Process:

We will only be reviewing candidates who complete the screener questions and assessments. If these are not completed the application will be discarded, so if you are genuinely interested in the role please give these your attention.

We will consider part time working for an exceptional candidate.

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We look forward to hearing from you!

Job Types: Full-time, Part-time, Temp to perm, Graduate

Pay: 25,000.00-30,000.00 per year

Benefits:

Bereavement leave Company pension Cycle to work scheme Health & wellbeing programme On-site parking Sick pay Store discount
Ability to commute/relocate:

St Helens: reliably commute or plan to relocate before starting work (required)
Application question(s):

Why have you applied for this role? What do you bring to a team / business? What do you want out of a job?
Education:

GCSE or equivalent (preferred)
Experience:

customer service: 1 year (required)
Work Location: In person

Reference ID: CSE0323