Customer Communication Assistant
Job Introduction
Job Title: Web Fulfilment Customer Communciations Assistant
Contract: 12-month temporary contract
Hours: 18 hours per week (Monday & Tuesday 9am-5pm and Friday 9am-12pm)
Please note that this position will require flexibility to increase hours during peak periods.
Close date: Monday 3rd June
Interview dates: 11th, 12th & 13th June
An exciting opportunity has arisen to be a part of our ever-growing Web Fulfilment operation, which oversees the delivery of all customer orders placed through our own Website & Mail Order channels along with Next and affiliate websites.
Within a usual day, you will primarily handle queries through both telephone and email communication from customers who have placed orders through the Website & Mail Order channels. You will also ensure any delivery delays are communicated within our set time frames, providing positive resolutions to customer complaints.
The successful candidate will join a large existing team, who all focus upon providing the best possible service to our customers, every time.
Role Responsibility
- Customer communication via phone and email (compliments, complaints & online order queries)
- Advising customers of any delays/challenges/queries with their order
- Raising and managing to completion any postage loss queries
- Monthly reporting of trends regarding customer complaints and compliments
- Dealing with general phone & email queries from store colleagues
- Auditing payment systems to ensure prompt releasing of funds
- Liaising with our suppliers
- Working alongside our Customer Service team
The Ideal Candidate
- Experience of, and passion for, delivering excellent customer service
- Excellent verbal and written communication skills
- Good rapport building skills
- Works well individually and within a team
- Ability to prioritise
- Highly organised and self-motivated
- Proactive, with a ‘take action’ mindset
- Competent in Microsoft Office (Outlook, Word, Excel)
- Ability to demonstrate strong and objective complaint handling
- Empathetic and caring
- Assertive
- Previous experience of a similar role providing customer support via telephone, email and letter is desirable, but not essential.
About the Company
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. You’ll feel it in the warm and familiar way we talk to each other and you’ll feel it in the way we engage with the wider community, too.
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.
Established in 1919 we now have 71 stores across the UK and provide exceptional quality diamonds, jewellery and watches as well as top name brands such as TAG Heuer, Omega, Breitling, Tudor, Gucci and Vivienne Westwood.
We pride ourselves on the work we do for local communities. We donate 20 per cent of retained profits to charity and since the year 2000, Beaverbrooks has donated in excess of £13 million to over 750 different charities.
We were awarded ‘Employer of the Year’ in The UK Jewellery Awards 2018, and have featured in The Sunday Times Top 100 ‘Best Companies to Work For’ for 16 consecutive years – ranking number 10 in 2019. Recently further recognition has also been received at the Retail Week Awards 2019, where we were awarded 'Best Place To Work'.
Beaverbrooks
The Hallmark of Amazing People
Ref: INDHP
Beaverbrooks