The job holder will support the delivery of the Company’s key business objectives through the delivery of their key accountabilities as follows:
1. Excellent customer Service skills in dealing with customer queries; the ability to handle and resolve difficult situations quickly via telephone and email, offering a positive and friendly customer experience in every transaction.
2. Processing customer information and orders with accurately and attention to detail through the SAP order processing system.
3. Building strong working relationships with key accounts, and taking responsibility for ensuring their end to end Urgo experience is well managed and organised
4. Achievement of all key KPI metrics for the department, including but not limited to: no. of orders processed, no. of inputting errors, telephone call handling etc.
5. Working as part of a team to maximize efficiencies within the department, modernizing processes and coming up with creative ideas to improve service levels
6. Generation of well presented, accurate reports as required
7. Acting as a point of contact internally for other departments including: Business Development, Industry, Marketing, Finance and Sales
This job description and person specification is provided as a guide to the main duties and responsibilities of the post. The post-holder is required to work flexibly and to undertake such other duties as may be reasonably required.
KEY COMPETENCIES
Organisation and timeliness
Is aware of key objectives and requirements and organises their time effectively in order to meet all deadlines. Is able to prioritise effectively.
Effective communication
Able to communicate assertively, accurately and concisely to a variety of audiences. Adapts communication methods based on the situation. Clearly and concisely communicates using spoken or written communication. Responds appropriately to questions, objections or challenges.
Working under Pressure
Works well under pressure, maintaining consistency of output, as well as consistency of behaviours when in a busy environment
Energy and positivity
Consistently maintains high levels of activity or productivity. Operates with a ‘’can do’’ attitude, showing effectiveness and determination.
Curiosity and Innovation
Is not afraid to ask questions where there is a lack of clarity, to challenge the way things are done, and to suggest new ideas.
Customer Focused
Has a passion for Customer Service, enjoys the challenge of dealing with a spectrum of different personalities and requirements? Provides excellent customer service, to both internal and external customers, in every interaction.
Professional ethics
Works with the highest standards of professional behaviour and ethical principles, acting with honesty and integrity at all times.
Qualifications and Experience
- A level or equivalent essential
- Prior experience of working in a customer facing role - such as Customer Services, Call Centre or Contact Centre
- Data inputting experience
Skills
- Enthusiastic and positive approach
- Great interpersonal and communication skills
- Computer literacy – able to quickly learn new systems
- Able to work well under pressure
- Ambition for career advancement
- Able to organise workload in order to cope with multiple demands
- SAP knowledge desirable
Pay: Up to £27,581.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
Ability to commute/relocate:
- Loughborough LE12 9JG: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
