Customer Service Advisor

Our Role

As a Customer Service Advisor, you will work within our Operations Call Centre and be our customers’ first point of contact. You will be responsible for answering their inquiries, solving any issues, and making product recommendations.

Our customers are what matter most: being genuine, supportive, and taking responsibility for seeing issues through to completion is a key role requirement, as is a passion for delivering excellent customer service.

Role specific:

• The start date for this role will be Monday 10th June,
• If successful, you will receive a three-week full training to start your role with confidence,
• The training is mandatory for your success in this role,
• This is a 37.5 hour contract,
• You will be required to work a rotating three-week pattern and be fully flexible to work between the hours of 8am and 10pm as well as 1 in 3 weekends,
You will be based in our Contact Centre in Northampton.

What you'll be doing

Customer Service:

• Responding to customer queries via email and telephone in an efficient and professional manner,
• Striving to deliver first contact resolution to ensure high levels of customer satisfaction,
• Adhering to the company policies and procedures when interacting with customers,
• Maintaining accurate customer records within our Customer Management System.

Brand Ambassador:

• Staying up to date with the company’s products, services and policies by attending training sessions,
• Having a passion for our products,
• Strong awareness of the businesses tone-of-voice and messaging when communicating with customers,
• Confidentially communicating with our customers through various platforms using the businesses tone-on-voice messaging and vision at the heart of it,
• Positively contributing to the daily running of the department through interaction sessions,
• Achieving KPI’s and objectives that align with our PRIDE values and customer service strategy..

Performance:

• Driving contact centre and customer service KPI’s including call handling time and quality assessment,
• Confidentially use an array of systems including CMS, SAP, Inhouse Systems, World Pay, Pay Pal,
• Reacting constructively to personal feedback and providing feedback which will positively impact the performance of yourself and the department,
• Carrying out tasks as required within agreed timescales and quality.

Skills and experience required

• Strong customer service experience,
• Strong communication skills – both verbally and written,
• Ideally previous contact centre experience where multiple platforms have been used,
• KPI experience including call handling, conformance and quality assessment of various channels,
• Effective listening skills,
Resourceful and problem-solving skills.

What we’ll offer you

At The White Company, we value our employees for always going the extra mile for every one of our customers; we reward this with great benefits and competitive salaries.

• Discount -Up to 50% discount and access to regular Sample Sales
• Holiday - 20 days rising to 23 with length of service
• Holiday Buy – opportunity to buy up to 5 days holiday
• Pension Scheme - enrolled in our Group Personal Pension schemes upon joining the business.
• Perkplace Benefits Platform – offering a variety of discounts across well-being and lifestyle
• Wagestream Money Management app - access to Wagestream gives you power over your pay and supports financial wellbeing
• Continued Development – We offer structured support from our own in-house Learning and Development Hub
Life Assurance.

Our Equality Diversity and Inclusion statement of commitment

At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities.

We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong.

We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process.

We'd love you to join us on our journey.