Job Overview
This role is required to support the business in maintaining multiple accounts within the customer services environment on a daily basis. You will be responsible for providing a high level of service to internal and external customers who are predominantly wearers, but also including liaising with internal departments such as Account Management; and other Line Managers. Your key areas of accountability will include maintaining a telephone service level, email service level and a webchat service level in line with current service level targets/agreement. Taking ownership of your accounts to ensure customer queries are resolved as speedily and thoroughly as possible and ensuring all customer orders are processed accurately within the timescales appropriate to the delivery of excellent customer service. Meeting as a minimum the targets as set by the Business.
Duties
- Provide excellent service and support to internal and external customers
- Working in a fast paced department where you will be expected to absorb and retain a large amount of knowledge.
- To be professional at all times escalating any issue or potential issue to the team leaders immediately.
- Ensure the smooth running of or multiple corporate accounts
- Working in conjunction with other departments to ensure orders are despatched correctly and on time.
- Assist in developing colleagues knowledge of accounts and maintaining knowledge centres for these accounts
- Manage and prioritise their daily / weekly workload using technology provided.
- Ensure there is a good sound knowledge of Microsoft applications including Word, Outlook and Excel
- Ensure all telephone calls are dealt with in a timely manner resolving the call and ensuring excellent customer service
- Provide excellent customer service and knowledgeability when replying to and actioning all customer emails
- Apply 100% attention to detail as well as excellent standard of spelling, punctuation and grammar.
- Ensure all customer orders are processed accurately within 24 hours of receipt and prioritise where necessary to ensure that any more urgent tasks are processed in a timely manner
- Attend project meetings with account managers supporting and giving input where relevant.
- Provide a professional and efficient service to all customer web chats.
- Work to a very thorough and fast paced standard to ensure that you are achieving the departmental target of 100 calls and emails (combined) per day.
Knowledge, Skills and Experience Required
- A good knowledge of Microsoft applications
- A professional demeanour and good telephone manner
- Have the ability to communicate effectively
- Good time management skills
- Embraces and is adaptable to change
- Be able to think outside the box to help improve daily processes
- Be able to multi-task and meet deadlines
- Work calmly under pressure
- Be able to follow projects through and follow up where necessary
- Take ownership of the contact, understand the customers’ needs
- Have a great attention to detail
- Be professional and grammatically correct when writing all emails
- Previous Customer Services experience in account management environment
- Knowledge of corporatewear
Life Working at Mi Hub - What we can offer you!
Our people are at the heart of our business. At Mi Hub, we know how hard our people work to achieve our business goals and keep our customers at the heart of our work.
- Mi Time Policy (after full training is completed) – minimum 3 days in the office and flexi your time and building up an extra half days annual leave per month. Also, grab a free tea and coffees whenever you are in the office!
- Annual leave - 25 days holiday plus Bank Holidays increasing to 27 days plus bank holidays when you get to 5 years’ service. If this isn’t enough, we provide the ability once a year for employee to buy extra annual leave.
- 3x death in service life insurance scheme should the worst happen in your employment with us.
- Celebrating Service, we offer long service awards to celebrate continued employment.
- EAP covering support for mental health and well-being.
- Employee Engagement (survey or Mi Forum) – We care for your opinions.
- Social calendar driven by our desire to raise funds for local and national charities, supporting a number each year.
- We take huge pride in our ESG policy which includes our impact on the environment and ensuring our company is ‘a great place to work’.
- Career progression accessible with our bronze, silver and gold banding.
Shift Pattern - 5 days - 37.5 hours per week,
You will work between these hours, on a rota basis.
- Monday - 08:00 - 17:30
- Tuesday - 08:00 - 17:30
- Wednesday - 08:00-17:30
- Thursday - 08:00-17:30
- Friday - 08:00 - 17:30
- Saturday – 08:00 – 17:30
- Sunday – 08:00 – 17:30
Mi Hub is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Mi Hub will keep your details for 13 months in accordance with our privacy policy, in case any other roles crop up that we think you'd be suitable for. If you'd like us to remove your details at any point, please contact the recruitment team on recruitment @mi-hub.co.uk
Mi Hub operates a Preferred Supplier List for recruitment agencies and only accept candidate introductions from agencies we have specifically engaged in writing for a particular role. Any unsolicited CVs or contact from agencies not formally instructed on the role, will not be recognised and no fees will be payable. Should we engage with a candidate whose details were submitted speculatively in this manner, it will not constitute acceptance of terms, and no agency fees will be owed.
Job Types: Full-time, Permanent
Pay: £25,065.82 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Flexitime
- Free parking
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
Application question(s):
- Can you reliably travel to the office location (Castle Donington) at least 3 times per week?
Experience:
- Call Centre/Contact Centre: 1 year (preferred)
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Derby DE74 2UG
