Customer Service Associate

Position: Customer Service Associate

Job Status/Type: Full Time / Permanent.

Location: Hybrid - Burton upon Trent.

Salary: £23,000 per annum, rising to £25,000 after probation.

Rewards4 are the largest operator of sports-based loyalty and rewards programmes in the UK and Ireland.

Our business is trusted by over 60+ sports clubs, racecourses and sports organisations and with over two million passionate sports fans saving over £55 million on tickets and merchandise, we are growing at pace.

The role:

Based in our offices in Burton on Trent, with the opportunity for hybrid working, we have an exciting opportunity for a highly motivated, personable and digitally savvy, Customer Services Associate to join our growing team.

Assisting customers to utilise and get the best out of our rewards programmes, you will be a natural people person with ample amounts of customer service exposure and the skills to switch effortlessly between emails, calls and social media while maintaining exceptional experience for our customers.

The role will report directly to our Head of Customer Services and will be expected to work collaboratively with other teams across the business.

Key responsibilities:

• To provide outstanding customer support across our sporting programmes via all customer contact channels; email, telephone, Trustpilot and other touchpoints (such as live chat) as and when introduced.
• To respond to all email, telephone, social media and Trustpilot customer correspondence in a timely and professional manner in line with service level agreements and internal KPI’s.
• To communicate with our sporting partners and other key commercial contacts to obtain information which enables you to respond effectively to customer queries.
• To proactively encourage further programme engagement through the delivery of tailored communication to our customers.
• To assist our Partner Success team in the delivery of customer competitions.
• To ensure that customer service processes and procedures are followed correctly at all times.
• To complete weekly customer service due-diligence checks.
• To take on additional responsibilities in the Customer Services team as and when necessary, to support the team to meet its deadlines and to further support your learning and development in role.

What we are looking for:

• Experienced in working in a busy customer service team / contact centre.
• Excellent communication skills, with the ability to articulate well both in written form and verbally to our customers, partners, and other internal stakeholders.
• Strong listening skills – accurately assesses enquiries to achieve the best solution.
• Pays close attention to detail, prides themselves on accuracy and takes jobs through to completion.
• Has the ability to prioritise and can plan and organise workload.
• Maintains a high level of focus, productivity, and direction through self-motivation.
• An excellent team player.
• Ability to deal with difficult situations whilst remaining professional and courteous – seeking support and guidance as appropriate.

Our benefits:

• Our approach is hybrid – standard working is three days office-bound, two days remote.
• 25 days annual leave + 8 bank holidays.
• Life Insurance x 4 basic salary.
• Healthcare cash plan.
• Discretionary bonus scheme.
• Birthdays off!
• Early finish service day.
• £1000 per annum dedicated to learning and development.
• A dynamic social environment, some sport-related, some not, and company-wide celebrations.
• The opportunity to work for a diverse company that encourages you to develop, grow and be part of a passionate and fun team.

At Rewards4, we pride ourselves in ensuring that we offer an environment that is inclusive and collaborative; where you can stretch yourself personally and develop yourself professionally. We value a diverse team and believe that a variety of experiences and backgrounds only make us stronger.