Hours of work: Monday to Friday 9.00am – 5.30pm
Company: Storm Xccessories Ltd
Location: Head Office: Unit 5, Swatragh Business Park, BT46 5QE
Summary of role duties:
· The key element of this role will involve the prompt and professional communication with our customers via telephone, including call backs where required to assist with queries.
· Additional customer service responsibilities will include response to customers via email and other platforms utilised by Storm Xccessories.
· Assessing customer needs by collecting the right information, ensuring we can effectively and swiftly assist our customers.
· Liaising with transport companies, to track deliveries for our customers, to track lost items or to complete claims.
· Liaising with relevant departments when required to fulfil the needs of our customers.
· Ensuring that all information crucial to fulfilling the needs of our customers, is documented correctly.
· Any other customer service-related tasks when required.
· Answering and directing calls to relevant departments.
· Participate in the continuous development of our customer service.
· Other ad hoc tasks as requested by your Line Manager.
Education:
· BTECs or equivalent qualifications for the specifics of the role.
· NVQ or equivalent qualifications for the specifics of the role.
· A level or equivalent qualifications for the specifics of the role.
· GCSE English and Maths Grades A-C.
Training:
· Full on the job training will be completed including:
o Induction training – educating the new employee on the role and the organisation
o Manual Handling training – important training in posture, lifting and handling of goods for all employees joining the organisation, with refresher training conducted in a timely manner
o Process training on the job – educating new employees on the standard procedures in their role
o Just in time training – is flexible training that provides learning at the point of need
o Skill demonstration – utilises observational learning to impart practical knowledge to learners
o Practice simulations – incorporate simulation-based learning into on-the-job training.
o Job aids – are short digital or physical content pieces that let learners quickly brush up on crucial job-related information.
o Workplace coaching – A more experienced employee transferring job skills to a new employee over time.
o Workplace probations to review and plan further training needs
Skills:
· Time management skills – ability to use your time effectively and productively.
· Interpersonal skills – ability to communicate and interact with colleagues, management and customers.
· Customer Service skills – ability to handle customer needs effectively and efficiently. Soft skills include patience, emotional intelligence, problem-solving, and ability to remain calm under pressure.
· Communication skills – Ability to convey information effectively and clearly. Written and verbal communication and ability to listen and understand others.
· Analytical skills – ability to collect and analyse information, problem solve and make decisions. Helping to review complex situations or problems and find feasible solutions.
· Problem solving skills – ability to handle difficulty or unexpected situations and capacity to work through obstacles. Involves being able to use knowledge, facts and data to effectively solve problems.
· Critical thinking – refers to the ability to objectively analyse and evaluate information to form a judgement. It involves logical reasoning, problem solving and decision making.
· Software skills - ability to use computer programs or applications, to accomplish a specific task. These range from general office software like MS office, to specialised software like photoshop, python or programming.
Experience:
· Working experience of a customer service environment.
· Working experience in dealing with customers over the phone and via email.
· Working knowledge of CRM/order systems desirable but not essential.
· Working knowledge of Trader Support Services desirable but not essential.
Our company benefits:
· £520 loyalty bonus
· 28 days annual leave, including confirmed Bank holidays
· Your birthday off
· Onsite Parking
· Staff events
· Staff discounts
· Employee Assistance Programme
References are required for this role, as is your proof of eligibility to work in the UK.
In cases of receipt of a high volume of applications, we will select candidates based on all criteria requirements above. We are an Equal Opportunities Employer.
Pay: £27,560.00-£28,080.00 per year
Benefits:
- Company events
- Cycle to work scheme
- Employee discount
- Gym membership
- On-site parking
Work authorisation:
- United Kingdom (required)
Work Location: In person
