We have an opportunity to join our Head Office Customer Service Team at Northminster Business Park, York as a Customer Support Advisor. This is a part-time 16 hour over 4 days per week permanent role, flexing up to 32 hours per week when required.
The department operates between 8am and 9pm, Monday to Sunday, so we are looking for people who can be flexible, as the role will involve working weekdays, evenings, and weekends on a rota basis.
Typical shifts are 4 hours, with the opportunity to pick up additional overtime hours when available (up to 32 hours per week in total). Overtime may include extra shifts or extended shifts, though it isn’t guaranteed every week. Rotas are provided at least 4 weeks in advance.
Working arrangements for our Customer Support Advisor:
Monday to Friday shifts will be office-based in our York Head Office, so it is essential you have good weekday availability, with any evening and weekend shifts worked from home. Weekend working is shared across the team (approximately 1 in 3 weekends).
We’re looking for colleagues with a passion for delivering an excellent customer experience at all times, along with strong written and verbal communication skills, including a confident and professional telephone manner and excellent spelling and grammar. You’ll be comfortable working across multiple digital channels and systems, using data and insights to respond effectively to customer needs. The ability to multi-task, prioritise, and stay organised in a fast-paced environment is essential. You’ll also work towards targets linked to call and email volumes, so a results-driven mindset and attention to detail are key.
We are increasingly embracing digital tools and AI-supported systems to enhance our customer service, so an openness to learning new technologies and ways of working will help you thrive in this role.
Let’s see what’s in it for you:
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A competitive hourly rate of £13.00 (18+)
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PaSS training to increase your hourly rate to £13.50 (18+)
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Generous colleague discount scheme, some of which can be shared with your family and friends!
And that’s not all – working for Pavers comes with so much more to enjoy:
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Holiday entitlement that increases with service
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Company contribution pension
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Pavers Academy – enter a world of training at your fingertips!
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Pavers Foundation – nominate a cause close to your heart to receive a donation!
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Wellbeing and financial support through RetailTRUST
Want to see a snapshot of your duties?
You’ll be responsible for handling customer queries across a range of channels:
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Email
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Social media
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Live web chat
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Telephone
You’ll also use internal systems and tools to track, manage, and resolve customer queries efficiently, ensuring a consistent and high-quality experience.
Here’s what we are looking for:
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Friendly, engaging, and positive approach with a ‘can do’ attitude
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Excellent English language skills, including spelling and grammar
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Strong written and administrative skills
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Ability to handle customer queries and complaints confidently
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Experience responding to customers via social media or digital channels
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Comfortable using multiple systems and digital tools
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Highly organised with strong attention to detail
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Patient and empathetic approach
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Excellent telephone manner
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Good IT skills with an openness to learning new tools
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Ability to multi-task and prioritise workload
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Able to work towards targets
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Access to a reliable internet connection at home
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A quiet space to work from home without interruption
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The Pavers story began in York in 1971 when Catherine Paver took out a £200 bank loan (for a sofa she told them) to fund her new business. She had big dreams of changing the world of footwear and a passion to provide comfortable and stylish shoes for all.
Starting small, she sold shoes at village halls and homeware parties before opening the first Pavers shop in Scarborough in 1981, when Catherine’s three sons joined the business. One of her sons, Stuart, ran the business as Managing Director for over 40 years, joined by his son Jason in 2016. As of September 2023, Jason Paver is now the Managing Director of Pavers Ltd, with Stuart Paver moving to Chairman, taking the company into the 3rd generation of family run leadership.
From these modest beginnings, Pavers Shoes has grown to be a UK leader in today’s footwear industry, with over 180 stores nationwide encompassing our more recently acquired brands including Jones Bootmaker, Herring Shoes, Padders & Van Dal.
We remain acquisitive, highly profitable, and are an ever-growing, independent family-run business, employing over 1,900 people.
We were delighted to receive recognition as a 3* Employer with ‘World Class’ levels of workplace engagement and the ‘2nd Best Retailer to Work For’ by Best Companies in November 2024. At Pavers, we attribute the talents, passion, and dedication of our colleagues as the reasons for our success.
If you have any questions regarding the role or encounter any issues with your application, please contact us by emailing [email protected]
