Customer Service Advisor

We are currently looking for an experienced Customer Service Advisor to join our team. You will be responsible for communicating and implementing our values across all points of the Customer Journey. You will be passionate about the customer experience and will inspire and engage your in-store team.

Your key responsibilities will include:

• Oversee all elements of the customer journey and consistently improve the quality of the whole store experience
• Ensure the appropriate staff are in the ‘right place at the right time’ during trading hours to ensure customers receive the best service
• Provide expertise for difficult, complex or sensitive customer issues
• Monitor stock processes to pro-actively protect profitability
• Responsible for all promotion activity and ensure this is conducted legally and commercially
• Work with the Store Manager to review the store and team performance, supporting team development and succession planning
• Conduct and manage weekly floor walks with Sales Managers and agree actions
• Responsible for all communication to senior and junior management and colleagues from key service drivers to store operational changes
• Responsible for all in store recruitment and retention of staff through coaching and development to support the company expectations
• Responsible for the store in the absence of a Store Manager

Our Customer Service Advisors come from a range of retail and customer service backgrounds meaning we welcome applications from all candidates with retail or customer service management experience. Successful candidates will have a proven record of delivering results through coaching and using their leadership skills plus high standards of customer engagement and service.

Communication is key to the success of our business; our Customer Service Advisors are fantastic communicators who are able to converse with staff and customers at all levels. Not only are they passionate about developing themselves and their teams, they also have an unrivalled knowledge of the retail and customer service sector.

To be considered for this role, you will need to demonstrate these skills and prove to us that you’ve got what it takes to be a success with us.

Our company has a friendly, relaxed atmosphere with no specific dress code. Hours are flexible within reason, and you’ll have the opportunity to work from home when you need to.

Our offices are based on the outskirts of Kidderminster and easily commutable from Birmingham, Worcester, Wolverhampton, Stourbridge and the surrounding area… and we have loads of parking space too!

Our business has consistently grown, we are already ahead of plan for this year and it’s set to continue. That’s why we are expanding our team, to work on exciting new projects and delight our customers. Our development team is the cornerstone of this success and were delighted to win the OnRec Award for Technology Innovation 2020.