Job description – Customer Service Advisor
GFM is proud to be an award-winning contact centre, recently recognised by the 2024 Engage Award for ‘The Best Employee Wellbeing Programme’.
Founded over 30 years ago, we currently employ more than 100 staff, in the Hythe area of Colchester and we’re looking to expand our team!
We work with some of the biggest brands in the UK, and we love to deliver best-in-class service to customers, across all aspects of our seven-day contact centre operation.
If you’re passionate about delivering great customer experience, then come and join our team.
The Role
We are a multichannel contact centre, with our colleagues handling inbound calls, emails and live chats.
Our agents engage with our partners products, so they can act as knowledgeable brand ambassadors championing their brands.
And when you’re not helping solve customer queries, you’ll be performing tasks to support the insights and improvements for our partner businesses.
You
Customer-focused - we go the extra mile for our customers, and we expect you to be a champion of customers at GFM.
Empathetic - we need you be supportive and patient with customers to help resolve their questions and challenges.
Process-driven - whilst giving customers a unique service, we want you to follow a clear process to help deliver a positive resolution.
Team Player - be part of an exciting team that supports one another and builds a collaborative, energetic environment.
Respectful - at GFM we expect you treat customers and colleagues with respect, and expect you provide that same respect in return.
Experience
Whilst previous experience in a contact centre is preferred, as well as those that have worked in fast paced, customer facing roles, we’re looking for those with a passion for solving problems, helping customers, and owning the opportunity.
With an extensive training programme, we’ll support the right candidates with our on-boarding process.
Benefits
- Company Pension
- 30 Days Annual Leave (Bank Holiday Included)
- Extra Day Annual Leave for your Birthday
- Health and Wellbeing Programme
- On-Site Parking
- Free Tea, Coffee, Cereal and Fruit….every day
- Monthly Breakfast morning served by our leadership team
- Paid Volunteer Time
- Additional Leave
- Company Events
- Cycle to Work Scheme
- Referral Programme
Position Details
Salary: £10.85- £12.71 per hour
Hours: 40 hours per week, 5 x 8-hour shifts. Monday – Sunday, 7am - 10pm on a rolling rota basis, offering a range of flexible shift patterns, alongside some weekend work.
Location: Office-based in Hythe, Colchester. Must reliably commute or relocate to Colchester, CO2 8JY.
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds and experiences. We particularly encourage applications from individuals who may be underrepresented in our workforce.
If you require any adjustments during the recruitment process, please let us know. We are happy to discuss alternative ways for you to demonstrate your skills and experience. Adjustments may include additional time during assessments, alternative interview formats, accessible venues, or other reasonable support.
Our recruitment decisions are based on merit, skills, and experience relevant to the role.
Reference ID: CS001
Pay: £10.85-£12.71 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Referral programme
Work Location: In person
