Customer Service Advisor

Job description

Description:

Customer Service Advisor – Permanent – 39 Hours (Shifts)
£16,500 – (Band 6)

This is a fantastic opportunity to come and work for a company voted in the top 10, in the Great Place To Work (Best Large Workplaces) awards 2017 for the second consecutive year, and Number 13 in Europe in 2016! We have over 440 stores and over 290 Groom Rooms and are the UK's number one pet care retailer. Our business is fast-paced, innovative and fun and it's our people that make the difference.

We are seeking a Customer Service Advisor to join our central customer service team based at our Support Office in Handforth, Cheshire.

Reporting to the Customer and Culture Manager you will handle customer enquiries, compliments and complaints from stores, our customer service helpdesk and via our website. In addition you'll also provide support to our stores and our field management teams in helping to resolve their queries.

We offer all of our customers PAWsitively outrageous industry leading service levels, and customers expect our very best can do attitude so we aim to resolve all of our complaints in a timely and gracious manor. We are also looking to expand our skills within the customer service team so if you are great communicating via social media, you have worked in grooming or vet practice and have a passion for offering exceptional service then this role could be for you!

Working hours;
In order to provide the best service possible to our customers the team works on a rota-basis, working 5 out of 7 days per week, including weekends (typically 2 out of 4) and bank holiday cover. The typical shifts are as follows;

Early; 8am – 4.30pm
Normal; 10am-6.30pm
Late; 11.30am-8pm
Weekend; 9am-5pm

Applicants should be happy to work to a rota which includes a mixture of the above shifts.

Key Responsibilities;
• Communicate directly with customers either by telephone, letter or electronically, including live chat and social media.
• Respond promptly to customer enquiries.
• Handle and resolve customer complaints, providing positively outrageous customer service.
• Obtain and evaluate all relevant information to handle enquiries and complaints.
• Direct requests and unresolved issues to the designated resource.
• Take detailed and thorough records of enquiries, comments and complaints, and keep a log of the actions taken.
• General administration.
• Communicate and coordinate with internal departments in the business.
• Make follow up correspondence to customers to discuss their experiences and check that issues have been resolved.

Key Skills;
• You will have experience of working in a Customer Service role in which you have dealt with queries over the telephone.
• Be prepared to work in a very challenging, fast paced environment.
• Ideally you'll have administration experience gained in an office environment and previous experience working in a Head Office environment would be advantageous.
• It is essential that you have a passion for customer service and thrive off dealing with the public to ensure that they receive a positively outrageous service from you.
• You will utilise your excellent communication skills both internally as you liaise with stores and field management, and externally, liaising with our customers on a regular basis.
• This role will require you to have a high level of attention to detail; and for you to be highly organised and PC literate.
• Of course we're a pet retailer and therefore a genuine love and passion for pets is also crucial!

The Benefits;
• Competitive salary of £16,500 per annum, plus bonus
• 28 days paid annual leave (including bank holidays)
• Birthday Leave - 1 day extra leave to celebrate your Birthday!
• The option to buy extra holidays
• An extra days holiday when you become a new pet parent (Dog/Cat/Horse)
• An extra days holiday when you move home and half a day when your little one's ‘fly the nest'!
• Pension Scheme
• Colleague Discount- 20% discount for you (plus one family member). This can be used in Pets at Home Stores, Groom Rooms, Companion Care Veterinary Services, and Pet Plan Insurance!
• “Treats” benefits- an online range of offers and discounts which are available exclusively to Pets at Home Colleagues
• Life assurance
• Contributory Private Health Care
• Charity Leave- You are entitled to have one paid day's leave each year to work for your favourite animal related charity.
• Celebrating Special Celebrations? You'll get 1 extra week off and a gift to celebrate your wedding or civil partnership, and a gift from us if you are expecting or adopting a baby!
• Free Car Parking
• Free Gym
• Values Awards
• Colleague of the Month Awards
• Childcare Vouchers
• Cycle to Work Scheme