Role Overview & Mandate
Executive Summary
Due to the growth and expansion of our Customer Contact Centre, we have exciting opportunities to join our Customer Service team based in...
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Due to the growth and expansion of our Customer Contact Centre, we have exciting opportunities to join our Customer Service team based in Kingston.
About the role
Working as Customer Service Advisor you will support our online and in-store customers with queries via a variety of channels, ensuring the customer experience is unparalleled whilst striving to exceed customer expectations.
You will manage all inbound customer contacts within the Service Level Agreement, ensuring that all customer inquiries are dealt with promptly. Our contacts with customers come from phone calls, emails, web forms, live chat, and social channels so working in customer service is fast paced and exciting.
We are looking for people to be flexible across the following days and times on a rota basis:
Monday - Friday: 9am to 7pm
Saturday: 9am to 6pm
Sunday: 11am to 5pm
About the team
We work closely with the eCommerce team which includes our digital marketing and digital development colleagues and have daily contact with our retail colleagues who run the pick, pack, and despatch operation, so you will interact with some fantastic teams on your journey here.
About the candidate
We are looking for enthusiastic people who are decisive, confident and have the ability to use their initiative. As well as these key characteristics, this role also requires some specific skills and experience to succeed…
- Passionate about delivering excellent customer service.
- An excellent communicator (written and verbal) with strong interpersonal skills.
- IT literate, with the ability to work across multiple systems at once.
In return you will get an extensive insight into the world of eCommerce and obtain valuable experience in Customer Service with the opportunity to progress within the team.
About Fenwick
Opening our first store in 1882, Fenwick is rich with heritage and history as the UK’s largest family-owned department store group. We are on an exciting journey, transforming the business to exceed our customers' expectations, and we are always on the lookout for talent to join us.
We have 9 stores across the UK, differing in size and offering, specific to their local community. We are fortunate enough to say 4 of our stores also house our functional teams, allowing for a truly collaborative approach.
We offer a competitive salary and benefits package including:
- 25% Colleague Discount (across most areas)
- 28 days annual leave (including bank holidays) increasing by 1 day each year to a maximum of 33 days (pro rata for part time colleagues)
- Birthday day - 1 additional day off in the month of your birthday
- Holiday Purchase Scheme option to buy up to 5 days leave
- Business Dress Loan Scheme interest free loan to buy clothes for work
- WeCare a 24/7 online GP, mental health support service, get fit programme and more.
- Perks a great way to get discounts, exclusive deals and cashback on a range of products and leisure activities
- Cycle to Work scheme
- Pension scheme
Job Types: Full-time, Permanent
Salary: £10.40 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- Referral programme
- Sick pay
- Store discount
Schedule:
- 8 hour shift
Work Location: One location
