Job Description

• To provide front line customer services in line with agreed protocols, timeframes and correspondence handling requirements
• Through effective interaction and communication with stores, internal personnel and selected 3rd party organisations, provide an integrated service to enhance the customer experience
• To identify customers' needs and deduce the appropriate course of action e.g. Holding response pending further investigation, acknowledgement of concerns and close where possible etc
• Accurate recording and data entry of customer details on to the CRM
• Prioritise case load to ensure incidents are dealt with and followed up at regular intervals
• Liaise with Customer Services Management Team for best approach when solutions are unclear
• Answer customers' questions/enquiries in line with current guidelines taking into account media activity and seasonal stock
• Ensure all technical and call handling targets are met
• Maintain confidentiality, security of information and premises (Data Protection Act 1984)
• To support the business with a flexible approach to working patterns that will include weekend and Bank Holiday working when required

Required Knowledge, Skills, and Abilities