Customer Service Advisor

Wickes is more than just the nation’s favourite DIY store. That’s why the first thing you’ll notice at Wickes is the way everyone pulls together. It’s a place where we’ll ask for your ideas, listen to your opinions and value the contributions you make. Chances are you’ve never experienced anything quite like our culture. 

All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home. 

We are looking for articulate and driven individuals to join our installations department, working within the installation service team based in Northampton as Customer Service Advisors. The role involves working within our Installation Support Team, delivering an accurate and helpful service to internal customers, inline with current processes and procedures, this may include administrative duties and post sales resolutions. You will be actively and effectively resolving issues and supporting our installation services through the resolution of queries and concerns via the customers preferred method of communication. 

Key Accountabilities:

• Respond at pace to all contact and work queries to meet individual and team targets and SLAs

• Consistently demonstrate our Ready 2 Help service journey to meet the requirements of the role 

• Liaise between customers, third party suppliers, our network of stores and distribution teams to successfully resolve our customer’s concerns or complete an order

• Minimise the delay in resolutions for any requests and work queues, seek assistance from internal and external stakeholders if necessary to achieve a speedier resolution

• Ensure that close attention to detail is maintained to uphold accuracy of all payments, deductions and work queues

• Deal with payments and deductions accurately at all times 

What are we looking for:

• Prioritise workload to ensure tasks are completed on time Requirements 

• A friendly personality that translates well in a great telephone manner

• A real people person who has the ability to quickly build rapport with customers 

• Effective listening and questioning skills 

• Ability to build rapport quickly 

• Well organised and able to work at pace in a busy contact centre environment

• Confident and efficient PC user, excel knowledge would be hugely beneficial 

• Clearly understood with a good standard of written and spoken English 

We are able to offer full training for this role so previous relevant experience isn’t essential but it would be beneficial.

What we can offer you:

Wickes is more than just the nation’s favourite DIY store and that’s why the first thing you’ll notice is the way everyone pulls together.  It’s a place where we’ll ask for your ideas, listen to your opinions and value the contributions you make.  Chances are you’ve never experienced anything quite like our culture.  All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be.  If that sounds like you, we’ll make you feel right at home

Our strong family values and 'cornerstones' lie at the heart of the success of our journey - from family business to forward thinking business. If matching your ambition to our culture is an exciting prospect, there's never been a better time to join us.

And if, like us, you put customers at heart of everything you do, you can expect to be rewarded with a full package of perks on top of a salary that grows with you as you grow in our business.

Please note: All offers of employment are subject to DBS / background checks.