Job Description

We have a wonderful opportunity for you to join our Customer Services Web Chat team in Cardiff! This team is experience exciting changes and is looking for driven, passionate and customer-focused individuals to be part of their amazing growth.

If you possess excellent written communication skills and are highly motivated to provide quality customer service, this role is for you!

What you'll be doing

• Managing customer contact, especially complex cases, verbally or in writing, across a range of customer processes. Also, helping make decisions on what the best outcome for the customer is, to ensure that the customer is always treated fairly.
• Supporting opportunities to retain business, by fully understanding the customer’s needs and providing a tailored response or passing a lead through to the appropriate sales channel.
• Providing ongoing coaching and technical support to peers, using product, process and system knowledge, to improve efficiency and skills across the area so that the customer experience is improved.
• Actively reviewing and challenging customer processes, seeking feedback, investigating the issues and options in order to recommend tangible improvements.
• Driving your own development to ensure that you are consistently demonstrating company values and capabilities resulting in improved skills and knowledge of products and processes.

Flexible working hours between (Mon- Sat) 8am - 8pm.

Benefits

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, dependents’ pensions, at least 22 days’ holiday, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products. Your hard work will be rewarded when you join us.

Required Knowledge, Skills, and Abilities

Excellent written communication skills - particularly punctuation, spelling and grammar. Ability to positively influence via webchat and social media by showing empathy, taking ownership and using of positive language. Demonstrate the ability to drive web chat conversations, using skills such as pre-emptive questioning. Ability to work across webchat, social media, telephony and administration. Adaptability and ability to embrace change with ease.