Specialists in the design, development, sourcing and supply of quality consumer leisure goods

CUSTOMER SERVICES SENIOR ADVISOR

Location: Heathfield (Newton Abbot)
Department: Customer Service
Contract: Full-time, Permanent
Salary:£10.30 P/H
Benefits:25% TII discount, 50% WBL discount, company pension (conditions apply), company sponsored healthcare scheme, 33 days holiday pro rata and cycle2work scheme (after 6 months employment).
Working Hours:40 hours per week to include weekend working

The primary objective of the Customer Services Senior Advisor is to assist the Customer Service Management Team in the smooth and effective running of the Customer Service Team. Senior Advisors are responsible in ensuring Customer Service Agents receive feedback regarding product and process training, helping with escalations and difficult cases as well as managing their own case load. This crucial role ensures the new staff joining the CS team are supported for a few weeks after training. This role reports to the Team Managers.

Key responsibilities:

  • Identify continuous improvements and ongoing training and development of the Customer Service Advisors
  • Coaching and development of self and team members on product knowledge and process
  • Monitoring progress of staff competence within specific milestones with feedback to the Team Managers
  • Able to balance workload appropriately
  • Re engineering of current processes and procedures, ensuring we question what we do and what value it adds to our customers and stakeholders
  • Dealing directly with customer queries and fault requests, providing accurate information, and following through on both phone lines and cases
  • Provide information and technical advice
  • To deal directly with escalated customer complaints
  • Maintain regular consistent and professional attendance, punctuality, personal appearance, and adhere to relevant health and safety procedures
  • Pursue personal development of skills and knowledge necessary for the effective performance of the role
  • Adhere to stated policies and procedures relating to Health & Safety and Quality Management
  • Any other tasks deemed by the Company to be necessary for the successful completion of the role

Person Specification:

  • Knowledge of current Wilton Bradley processes and procedures
  • Strong analytical, problem solving and decision-making skills
  • Ability to coach effectively
  • Strong time management for self and others
  • Ability to work on own
  • Calm, methodical, intuitive, team player
  • High level of computer literacy
  • Excellent communication and problem-solving skills
  • Lead by example

Download Full Specification

How to apply?

If you would like to apply for this job vacancy with Wilton Bradley, please complete and submit the form below.

Alternatively, please download, print and complete the job application form, sending it to The Human Resource Department, 8 Wentworth Road, Heathfield, Newton Abbot, Devon, TQ12 6TL.

Apply for this position

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For enquiries please contact us at hr@wiltonbradley.co.uk.

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