Job Description
Customer Service Advisor - Total Platform
Rate of pay/Salary: £10.60 per hour with potential to increase to £11.24 per hour subject to a successful probation period
Shift:
Shift 1: Sun-Thurs (Sun 8am-4pm, Mon-Weds 10am-6pm, Thurs 12pm-6pm) *
Shift 2: Tues-Sat (Tues 12pm-6pm, Weds-Fri 10am-6pm, Sat 8am-4pm) *
Location: Joules Head Office: The Barn, Rockingham Rd, Market Harborough, LE16 7QD
Contract: Permanent
Training: This role will require 3 weeks training on site. Training dates 11/09/REPLACEMENT_STRING29/09/2023.
Hybrid role: Working from home with 1 day a week in the office required.
About the team:
You will be working for NEXT supporting our Total Platform clients. NEXT Total Platform gives partner brands our NEXT technology, expertise, knowledge and exceptional customer service skills in order to better serve their customers. Currently, our Total Platform partnerings are with Laura Ashley, Victoria’s Secret, Reiss, Gap and JoJo Maman Bébé and this is still growing!
Our newest collaboration is with Joules and as part of this team you will be employed by NEXT whilst primarily supporting our Total Platform customers.
You'll be multi-trained as our Total Platform team manage incoming calls, live chats and emails from customers across all of our partner brands. We regularly handle approximately 8500 contacts a week. Team sizes average around 13-15 people and our Team Managers provide that support system that is so important in a workplace. It's a warm, friendly environment where everyone is made to feel part of the NEXT family.
What you’ll be doing:
Have you ever had an issue and thought you could have provided better customer service than the one you received? Exceptional customer service is the key to happy customers - this is your chance to provide the service you've always hoped to be given yourself when you shop online.
- You will be multi-handling calls for all of our Total Platform partner brand:
- Give exceptional customer service by truly listening to the customer and resolving their queries
- Treat every customer like it’s your first and only customer that day
- Navigate through various computer systems, liaise with other teams across NEXT if required
- Work to set Key Performance Indicators and Standard Level Agreements
- Engage with customers and colleagues, creating a people focused work culture.
Who are we looking for?
We are looking for people who are as passionate about customer service as we are and who have ideally worked in a contact centre before. However, don’t worry if you don’t have this experience, we are happy to consider people who thrive in helping others, whether this has been in retail or hospitality. We provide 3 weeks of in-depth, full time paid training to ensure you know everything you need to know to resolve our customer enquiries.
Benefits:
- Quarterly bonuses
- Optional overtime to boost your salary
- Access to staff shops with NEXT and branded clothes discounted by up to 75%
- Great pension scheme
- 25% discount on all NEXT merchandise
- Fantastic NEXT sharesave scheme
- 10% off most partner brands & up to 15% off Branded Beauty
- Hot deals and exclusive offers from over 3,500 retailers through Perks at Work
- Access a 24/7 digital GP and other free health and wellbeing services
Who are we?
You know NEXT, but did you know we’re a FTSE-100 retail company employing over 35,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus NEXT Online and it’s now possible to buy on-line from over 70 countries around the world! So we’ve gone global!
NEXT have 4 key areas to our business; Contact Centres (Online), Head Office, Warehouse & Distribution, and Retail.
This role is with our Online teams, who are immensely passionate about delivering exceptional customer service, helping to support our wider teams to resolve any queries our customers may have - and that's why we’re looking for people who have the same enthusiasm to make the shopping experience better for our customers - because it really is the people in our contact centres that make a difference.
What's next?
Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch regarding the next steps.
All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role within 6 months.
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. Candidates are therefore encouraged to consider their own right to work options without NEXT sponsorship.
*You must be able to commit to full time training and during our peak trading periods you’ll also be required to work an additional 6 hours for 20 weeks of the year.
Job Types: Full-time, Permanent
Salary: £10.60-£11.24 per hour
Benefits:
- Canteen
- Employee discount
- Free flu jabs
- Health & wellbeing programme
- On-site parking
- Store discount
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Performance bonus
- Quarterly bonus
Ability to commute/relocate:
- Market Harborough: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: Hybrid remote in Market Harborough
Reference ID: 47318
Expected start date: 11/09/2023
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