We are a team powering iconic and loved brands, with our touchpoints affecting almost two million customers every week.
You'll feel the impact of your work every day as you contribute to our mission.
This is an excellent opportunity that provides excellent training and the support of a great team. You will collaborate with various stakeholders across the business and have the opportunity to make a difference.
Key Responsibilities
* Delivering exceptional customer experiences through streamlined, proactive, and consistent complaints resolution across multiple channels.
* Managing and resolving all customer complaints and enquiries for via phone and email.
* Providing clear direction and instruction to customers on product returns, store experience, online order enquiries, supporting vulnerable customers and customer complaints resolution.
* Being a brand ambassador, embodying values and positively promoting the brand.
* Liaising with numerous stakeholders throughout the business to ensure effective resolution of customer complaints and issues, while providing support to in-store teams.
Requirements
* Previous experience working in a multichannel customer service environment.
* Minimum 3 years' experience investigating and resolving customer enquiries, including handling sensitive and high-stakes interactions and managing complex, escalated customer complaints.
* Experience in a process-driven environment following strict compliance and regulatory procedures.
* Proven ability to 'self-start' and organise a complex workload and work to deadlines.
* Excellent communication skills and ability to empathise with customers across multiple channels.
* Strong stakeholder engagement skills.
* A proactive approach to achieving KPI's and meeting targets.
* Experience providing detailed summaries and identifying trends in customer complaints and feedback for operational meetings and forums.
We celebrate the rich diversity of the communities we operate in, creating inclusive and safe environments where all our team members can contribute and succeed.