Job Description
Title: Customer Service Advisor
Reports to: Customer Service Team Leader
Department: Operations
Hours: 39.5
Location: Birkby Grange, Huddersfield
Who are we?
We're the Ello Group, the people who create everlasting connections between brands and consumers. Born from the intelligence of The Dining Club Group, we provide some of the UK's biggest brands – Compare the Market, Vue Pass, Vodafone, Lloyds, NatWest to name a few – with the tools to give consumers genuinely rewarding acquisition, engagement, and loyalty schemes.
Bringing brands and consumers together is our bread and butter. From food to films, coffee and more – our homegrown brands tastecard, Coffee Club and Gourmet Society help people save money on the things they love without compromising on their lifestyles.
Benefits:
30 days holidays plus bank holidays, 2 weeks work from anywhere, £250 towards learning and trying something new, healthcare cashback, company pension scheme, bike to work scheme, retail and cinema discounts, £60 towards dining out with own brands, FREE coffee from Caffé Nero and many more!
Customer Service Team:
Our Customer Service department is one big family. We're social beings who go above and beyond to meet our customers’ needs. We are responsible for ensuring customers receive first-class service. The department is comprised of three sub-teams: the Core team, Resolutions team and the Customer & Business Support team – all working hand in hand to deliver outstanding service and promptly resolve queries.
Duties and Responsibilities:
- Representing all brands within the Ello Club Group, you will be speaking to our customers through multiple channels, including voice, email, web-based and social media.
- You will drive revenue through cross selling and maximising upselling opportunities with existing customers/Retention of existing customers.
- Being there for our customers, having conversations and offering appropriate solutions, identify opportunities to turn dissatisfied customers into happy customers.
- Maintaining and providing comprehensive product information to customers and meet all service levels and key performance indicators set out by your manager.
- You will obtain and evaluate all relevant information for customer through effective listening and questioning skills with a polite and professional manner in any given situation,
- Taking ownership of customer contacts, you will be an expert at handling and resolving customer complaints to a satisfactory conclusion, accurately recording each customer contact on relevant CRM system.
- You will take part in team meetings and provide positive solutions and views to group discussions and participate in the induction and training of new starters.
- Take responsibility for and proactively progress your own development.
- Meeting and exceeding individual, team and business targets and KPIs.
- Always ensure compliance with company policies in line with ISO 27001:2013, BS 10012:2017, ISO 50001:2018, ISO 22301:2019.
Key Skills and Requirements:
- Oral and written communication
- A professional and flexible approach
- Managing emotions providing the best available solution to our customer
- Objection handling
- Problem solving
- Driven and positive
- Ability to multi-task
- Meeting required targets
- Confidence, drive and enthusiasm
- Interpersonal skills.
- Hardworking and personable
- Flexible in approach to maximise benefits
- Willingness to learn and develop current skills
- Live by our values of Vision, Drive, Innovation, Accountability & Collaboration
We're growing as customer service team, if you'd like to find out more, please apply by submitting your CV highlighting your transferable skills and a team member will get in touch!
Job Type: Full-time
Salary: From £21,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- Referral programme
- Sick pay
- Store discount
- Wellness programme
Schedule:
- Monday to Friday
- No weekends
Ability to commute/relocate:
- Huddersfield: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 2 years (preferred)
Work Location: In person
Reference ID: CS231
Expected start date: 15/05/2023