Customer Experience Specialist

Job Introduction

• Customer Experience Specialist
• Customer Experience Department
• Permanent
• Full time – 37.5 hours per week across 7 days, within  the department opening hours of 9am – 8pm
• Lytham St Annes, Lancashire
• £24,123.51 per annum
• Close date – Wednesday 19th February
• Initials calls – 20th and 21st February, 1st stage interviews – w/c 24th February and final stage interviews – 27th February

An exciting opportunity has arisen for a passionate and results-driven Customer Experience Specialist to join our ever-growing Customer Experience department here at Beaverbrooks.

As Customer Experience Specialists, we provide the best possible service to every customer, every time. Playing a critical role in ensuring customer satisfaction and loyalty by acknowledging and resolving complaints in an efficient manner.

As an ambassador for our Beaverbrooks brand you will ensure that a consistently high level of customer experience is provided whilst working to KPI’s and striving for 5-star feedback.

KEY RESPONSIBILITIES 

• Customer and store communication, via phone, email, social media and review platforms.
• Acknowledging and logging customer feedback
• Delivering excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation and to understand the nature of the complaint and resolve in an efficient manner
• Being accountable for your own KPIs
• Keeping up to date on the latest Consumer Rights, policies and regulations
• Keeping all records and notes up to date in line with GDPR.
• Handling subject access requests along with our data protection officer.
• Using your initiative as well as information recourses available, to provide the best outcome for the customer.
• Supporting customers with aftersales enquires including online deliveries, payment errors, fraudulent transactions, delays and losses.

About Beaverbrooks

Established in 1919, we have 88 locations across the UK. This includes 63 Beaverbrooks stores & 22 dedicated brand boutiques, including TAG Heuer, OMEGA, Breitling & Tudor. We also have 3 Loupe boutiques, with Rolex showrooms. 

We’re a family business. And you can tell that when you get here. It feels like family. From the very smallest details to the big important things.  

Our core purpose is to enrich lives. We aim to make a positive difference to the world we live in. This includes our colleagues, customers, suppliers & the wider community. 

As a company – we’re true to our word. When we say we’re going to do something, we go all out to do it. And every individual is truly valued. 

The awards we’ve been given as an employer speak volumes about what it’s like to work here, some of which are:  

• Retail's 3rd Best Company to Work For - Best Companies 2024
• We have been awarded a 3 star accreditation for 'World Class levels of Engagement' for 19 years running - Best Companies 2024 - based on colleague feedback
• 'Employer of the Year 2024’ - The UK Jewellery Awards

Amazing benefits for amazing people

They say you get out what you put in. And, at Beaverbrooks, our people put in so much.

In return, just some of the benefits we offer include:

• 28 days holidays (inc bank hols)
• Contributory Pension & Life Assurance
• Outstanding colleague discounts, which extend to your family & friends
• Wellbeing scheme
• Employee & family support & counselling in partnership with the Retail Trust
• A variety of different schemes to help you support charities close to your heart
• Office profit share bonus

THE IDEAL CANDIDATE 

ESSENTIAL SKILLS

• Ability to demonstrate the values and behaviours of the Beaverbrooks Way - The Beaverbrooks Way
• Experience of and passion for delivering excellent customer service within a customer-facing role
• Results driven  
• Excellent verbal and written communication skills
• Good rapport building skills and the ability to be adaptable
• Self-motivated with the ability to prioritise and manage own workload
• Ability to demonstrate strong and objective complaint handling
• Good questioning and negotiating skills
• Empathetic, caring and an active listener
• Good decision-making skills and assertive
• Teamwork – working within a team to achieve great results.
• Experience / Knowledge of the Consumer Rights Act 2015. 

DESIRABLE SKILLS 

• Good typing speed and the ability to respond quickly and effectively
• Competent in Microsoft Office (Outlook, Word & Excel)
• Ability to influence and inspire others
• Previous experience of working to KPI’s.  

Beaverbrooks - The hallmark of amazing people

 REF:INDOFF

Beaverbrooks