Official Specifications
Role Overview & Mandate
Executive Summary
Description Are you good at making people feel comfortable and reassured? Are you...
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Description
Are you good at making people feel comfortable and reassured?
Are you looking for a career where you can learn and grow?
Fancy being part of the voice of ScS?
Then we think you’d love working with us as a Customer Experience Advisor
Customer Experience Advisors are part of the voice of ScS, giving our customers a great experience and helping with any enquiries. And while you support them, we’ll support you with a warm and friendly working atmosphere with opportunities to advance your career.
What’s the opportunity?
As part of the Customer experience team, you’ll be responsible for dealing with customer queries on all aspects of the customer journey, from where is my order? To Aftercare queries once the furniture or flooring has been delivered.
What does the role involve?
- Speaking to customers over the phone, listening to their queries, including complaints and providing a friendly resolution to any problems they may have
- Answering high volume calls within a busy environment, putting the customer at the heart of everything you do
- Diagnosing product issues and arranging follow up appointments with relevant internal teams
- Demonstrating a passion for providing first class customer service
- Dealing with demanding calls in a calm and professional manner
Who are we looking for?
We’re looking for someone who has brilliant communication skills and can make our customers feel comfortable knowing that you’ll do everything you can to help resolve their query.
- Experience within a customer service role – face to face or in a call centre environment
- Experience within an admin role (desirable)
- A good listener – the ability to listen to not only what our customers say but also what they don’t say
- Ability to make and influence decisions and the confidence to solve problems
- A real people person – the ability to build strong relationships with our customers and colleagues
- A team player
- Flexibility to work shift patterns
- Excellent written and verbal communication skills
- IT literate
- Strong work ethic, resilient, self-starter and a can do attitude
Hours and shift pattern:
We work hand in hand with our retail stores, so our operating hours often reflect their opening times. However we are happy to discuss shifts patterns which suit your needs as well as our customers.
We work hand in hand with our retail stores, so our operating hours often reflect their opening times. However we are happy to discuss shifts patterns which suit your needs as well as our customers.
What’s in it for you?
- Competitive salary
- Flexible approach to office / home working
- 22 days holiday plus bank holidays
- Career progression
- Access to 100s of high street discounts and more – holiday discounts, gym discounts, cinema discounts, evouchers, cashback and more!
- Competitions and incentives
- Access to our dedicated Employee Assistance Programme – to give you free access to advice and information on a range of topics
- Share Incentive Plan
- Pension
- Cycle to Work scheme
- Long service benefits
About ScS
We are one of the UK’s leading sofa and carpet specialists, and you can find us on numerous retail parks all over the country.
We have 99 retail stores, serviced by 9 distribution centres, a Digital Hub based in Coventry and a support centre based in Sunderland. For over a century, ScS has been providing customers with an excellent customer experience, selling beautiful products with outstanding value, quality and choice. Our primary product focus is in retailing sofas, flooring and dining, helping customers to create the home they’ll love and that’s where you come in…
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