Job Description

This role is accountable for responding to all customers’ enquiries received into the contact centre about its products and services through phone and email communication, maintaining the highest levels of service.

What will I do?

• Offer an excellent service experience to both our internal and external customers, answering queries predominantly by telephone but also e-mail
• Aim to resolve all of our customers’ queries at first contact in a polite and professional manner
• To maintain accurate records of all customer enquiries and correspondence
• To ensure that the company returns database is accurately maintained and that completed records are updated
• To be able to communicate clearly both verbally and in written form, on company decisions regarding enquiries received
• To uphold and exceed where possible the standards of customer service and care that the company is seeking to achieve
• To process all enquiries within the service standards set by the company including any associated administration duties
• To undertake such responsibilities as requested to assist the company to maintain its service level to our customers
• To undertake training pertinent to the position on product awareness, trading standards, product testing, legal awareness and objection handling
• Other duties as designated by the Customer Quality & Experience Manager who may reassign responsibilities periodically

What benefits are available?

• 8% pension scheme
• Cashback Healthcare
• Cycle to work scheme
• Friends and Family discount on ghd products
• Partner Discounts
• Discounted Rail Travel
• Generous Holiday Entitlement
• Salary Sacrifice

Required Knowledge, Skills, and Abilities

Experience of working within a Contact Centre environment. Proven written communication skills with excellent spelling, grammar and presentation skills. Excellent telephone manner and good listening skills, with the ability to be able to effectively empathize with customers. The ability to use initiative and resolve customer problems. A positive outlook and enthusiasm towards work and colleagues. Computer literate, with experience of MS Office applications and MS Access and should be a competent and accurate typist.