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Customer Service Advisor

Northampton, Northamptonshire

Excellent + bonus +benefits

  1. Permanent

8/7/2020 12:00:00 AM

27714

More info

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This vacancy has now expired. Please see similar roles below...

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Wickes is more than just the nation's favourite DIY store. We're part of the Travis Perkins Group, one of the UK's top employers. 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.

Responsibilities

* 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
* 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.
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I am Operations Manager at the Wickes store in Watford, Hertfordshire I have always enjoyed working in retail and four years ago I found myself between jobs, so I applied for and accepted a cashier position at Wickes in Uxbridge. I found I loved the company, products, culture and customers and quickly decided I wanted to stay and build my career here. There is no such thing as a typical day for me Depending on which shift I am working each day, I could be opening the store, getting the tills out and ensuring the store is safe and ready to do business. I could then spend the day supervising the shop floor, dealing with customer enquiries, driving a forklift, making sure the store is trading legally, doing key control audits, challenging gaps and standards in the store, warehouse and yard. Another day I could be running the kitchen and bathroom showroom, line managing the Design Consultants to maximise sales from their appointments, keeping the forecast tracker updated before doing the nightly checks and locking up the store for the evening. I love everything, but in particular the sense of challenge and excitement from a situation which puts me outside of my comfort zone, such as a visit from directors, or having to respond to an incident requiring First Aid. I also get a particular sense of satisfaction when I finish work, and I have led my team to ensure the store is looking brilliant - full shelves, correctly labelled and all promo and POS material correctly implemented in full. Make your mark, don't be tempted to blend in, don't be afraid to work hard and seize every opportunity you're offered. Examine your performance throughout the day and ask yourself - "Have I made a difference?", "Did that customer get everything they need to complete their project?", "Would I be happy for my mum to receive service like that?", "Do my team see me as a role model and an inspirational leader?"

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George Welsh

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George Welsh

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George Welsh