Job Description:
Customer Service Advisor (Permanent)
Silver Cross is the original British nursery brand, trusted by families for nearly 150 years. Based in the Yorkshire countryside, we bring together heritage, design and innovation to create luxury baby products loved around the world - supported by knowledgeable, passionate people who care deeply about what they do.
Purpose of the role:
At Silver Cross, our Customer Service Advisors play a key role in delivering the high standards our customers expect. We are looking to welcome a new member to our small, friendly team to manage customer enquiries, support customers throughout their journey, and ensure every interaction is handled with care and professionalism, creating a consistently 5* experience.
What's in it for you;
- 25 days holiday (plus bank holidays) increasing with service, plus a day off for your birthday
- Holiday Purchase Scheme
- Salary sacrifice pension with 5% company contribution
- Cash Health Plan
- Virtual GP
- Life Insurance
- Retail discounts
- Short day working every last Friday of the month
- Enhanced Maternity Pay
- Enhanced Paternity Pay
- Sick pay
- Colleague Discounts
- EAP scheme
- Regular communication events
- Regular social activities
Main duties and responsibilities:
- Acting as the first point of contact for customers, ensuring every enquiry is handled efficiently and leaves a positive, lasting impression
- Handling incoming calls promptly, understanding customer needs and delivering effective solutions that enhance their overall experience
- Supporting customers with pre-sales enquiries, helping them choose the right products with confidence
- Resolving post-sales queries and providing product support to ensure customers continue to feel confident in their purchase
- Coordinating repairs and spare parts orders to ensure a smooth and hassle-free experience for customers
- Upholding the high standards of customer service that Silver Cross is known for
Personal skills:
- Confident in dealing with inbound and outbound calls
- Clear written and verbal communication
- IT literate (knowledge of all office products)
- Knowledge of CRM system is preferred but not essential
- Excellent listening skills
- Positive attitude and commitment to helping customers
- Willingness to work as part of a friendly dynamic team
- Knowledge of word, excel and outlook
Competencies:
- Confident telephone manner
- Motivated team player with exceptional people skills who can build and develop relationships both internationally and externally
- Able to identify issues and quickly implement successful solutions
- Exceptional verbal and written communication skills
- Solution driven and action orientated
- Committed and enthusiastic
- Demonstrates attention to detail
- Is able to work independently without supervision
- Organised with good planning skills
- Acts ethically at all times, in the best interest of the company
- Is able to adapt to change
- Acts with integrity and empathy
Hours of work:
37.5 hours per week
Monday – Friday, 9.00 – 17.30
Salary:
Starting at £24,810, increasing as you complete training + up to £2,000 yearly KPI based bonus
Job Type:
Full-time
Permanent
Pay: £24,810.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
Ability to commute/relocate:
- Skipton, North Yorkshire: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have previous experience of working in a call centre in a customer service environment?
Experience:
- Customer support: 1 year (preferred)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
