Job Description
We are one of the UK's leading online bathroom retailers, supplying quality bathrooms to consumers and trade customers alike. Founded in 2001, and acquired by Endless LLP in 2019 we have since gone on to become one of the UK's most successful pureplay retailers.
Due to development within our business, we now have an opportunity for a Technical Specialist to join our Customer Excellence Team.
This homebased role will support our customers and customer facing teams with ongoing technical advice to help with fitting and fault-finding solutions.
The role
- You will be responsible for assisting customers through a number of media such as live chat, email, video and telephony calls. relating to product fitting and fault issues.
- Liaise with cross functional departments to maintain up to date knowledge of product launches, spares fulfilment, supplier contacts and product specifications.
- Ensure customers product questions are resolved accurately and within SLA sharing key questions via the web site to assist other customers in their buying journey.
- Pivotal to the role is encompassing the VictoriaPlum.com values to achieve the highest levels of performance whilst maintaining excellent standards of customer service.
- Responsible for exceeding all required metrics and performance targets in order to become best in class in support of sales and service.
- Sharing technical knowledge with customer facing agents to assist with first time fix for our customers as well as the development of our teams, FAQS and chatbot.
Who are we looking for?
- The ideal candidates will be enthusiastic, have an impeccable attention to detail, with the ability to work quickly and accurately to tight deadlines.
- Excellent communication skills and with the ability to deal with people at all levels.
- Able to self-motivate and work confidently alone and as part of a wider team.
- Excellent organisational skills and a willingness to take ownership of work.
- Patience and resilience to deal with non-technical colleagues and customers.
- Must take ownership and drive own personal development.
- A challenging mind-set, ready to question assumptions in a constructive way.
- Must possess a strong customer service ethic with a passion for continuously improving the levels of service provided and driving this forward within the teams.
- Must display the necessary forward thinking and initiative to be able to implement changes to processes as and when required.
- Self-motivated to achieve high standards whilst working remotely.
Essential
- Have a proven hands-on track record of the plumbing industry.
- Ability to understand complex issues quickly and translate technical knowledge for end users.
- Excellent verbal and written communication skills.
- Excellent organisation and time management skills.
- Ability to recognise and suggest change to continually improve current efficiencies.
- Track record of working to effective personal development plans and objectives.
Desired
- Knowledge of using the Microsoft Teams.
- Have experience representing and acting on behalf of a large brand or organisation.
- Knowledge of Social Media applications.
- Experience using Microsoft Office.
- Ability to prioritise a changing and varied workload.
- Good strong business acumen and commercial awareness with knowledge of Victoria Plums retail sector.
- Awareness of digital customer service practices and media.
What we can offer
- Competitive salary
- Pension
- Cycle to work scheme
- VP Employee discount
- ️Discounts off lots of well-known brands
- Employee assistance programme
- Life assurance
- Online GP service
- Gifts sent directly to your door from VP
- Eye Care Vouchers
- JUST ONE Tree donations
Please note: The successful candidate on their first day will need to attend our Head Office located in Doncaster for an induction, equipment collection and identification checks.
At this time Victoria Plum will not be offering sponsorship opportunities for this position.
Job Type: Full-time
Salary: Up to £21,000.00 per year
Benefits:
- Casual dress
- Company events
- Cycle to work scheme
- Employee discount
- Flexitime
- Life insurance
- Referral programme
- Store discount
- Wellness programme
- Work from home
Schedule:
- Day shift
- Flexitime
- Monday to Friday
Experience:
- plumbing industry (preferred)
Work Location: Remote
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