Company Overview
Wicked Brick was founded in 2017 and since then we have gone on to provide thousands of satisfied customers from around the world with premium display solutions. We're a rapidly-growing company, who are passionate about collectibles and pop culture. This translates into the quality of our craftsmanship and products.
Our Mission
To produce a wide range of premium, innovative, high quality display solutions for Pop Culture collectibles such as LEGO®, Warhammer, Funko, Hot Toys, Hasbro® and many others.
Our Goal
To become the world leader in display, protection and storage solutions for collectibles,
celebrating the culture and the people that collect them.
Our Customers
Are at the heart of everything we do! We take our customers feedback very seriously and pride ourselves on providing our customers with quality display solutions and exceptional customer care. After all, without them we wouldn't be here.
Role Overview
The Customer Care Administrator at Wicked Brick plays a crucial role within the Customer Care Team, ensuring high levels of customer satisfaction. This position involves managing interactions with customers through digital platforms, resolving queries, handling escalated complaints, and performing various administrative duties. The role demands a combination of excellent communication skills, a customer-first attitude, and the ability to effectively manage multiple tasks.
Key Responsibilities
- Deliver professional and first-class customer care daily, ensuring customer satisfaction.
- Adhere to defined Service Level Agreements (SLA) to provide timely and effective solutions to customer inquiries.
- Handle and resolve customer queries, logging all interactions and ensuring issues are managed through to resolution in accordance with standard operating procedures.
- Proactively identify and address the root causes of customer issues, recommending and implementing solutions.
- Escalate complex issues to appropriate departments to expedite resolution.
- Complete all order processing and shipping-related administrative duties as required.
- Continuously seek opportunities to improve systems and processes to enhance customer service efficiency and effectiveness.
Qualifications and Experience
- Proven experience in customer service or a related administrative role.
- Strong proficiency in IT and communication tools, with excellent written and verbal communication skills.
- Demonstrated ability to handle customer queries and complaints effectively.
- Experience in a fast-paced, rapidly growing business environment is preferred.
- A natural ability to empathise with customers and a strong commitment to resolving their issues.
Skills and Competencies
- Exceptional interpersonal skills with a customer-first approach.
- Strong organisational skills and the ability to multitask effectively.
- Patience and resilience in dealing with complex customer issues.
- Results-driven with a focus on delivering high-quality customer service.
- Self-motivated with a keen desire to learn and grow within the company.
- Ability to work collaboratively in a team environment and communicate effectively with different departments.
- Innovative thinker with a propensity to suggest improvements for customer care processes.
Work Hours: Monday to Friday; 08:00 - 16:00
What We Offer
- Free On-Site Parking - "Park with Ease": Enjoy the convenience of complimentary on-site parking, available to all our team members, making your daily commute a breeze.
- Exclusive Employee Discount - "Brick Perks": Dive into our world of displays with exclusive staff discounts on Wicked Brick products, bringing the joy of collecting closer to home.
- Generous Annual Leave - "More Time, More Adventures": Embrace a healthy work-life balance with 30 days of annual leave, including bank holidays, with the potential to increase alongside your journey with us.
- Future-Proof Pension - "Secure Your Tomorrow": Invest in your future with our Company Pension Scheme, ensuring peace of mind as you build your career at Wicked Brick.
- Refresh & Revive - "Stay Energised": Stay refreshed and energised with free, unlimited tea and coffee available throughout the day, because every creator needs their muse.
- Supportive EAP - "Here for You": Access professional support whenever you need it with our Employee Assistance Program, offering guidance for both personal and work-related challenges.
- Celebrating Loyalty - "Thanks for Staying": Your dedication means the world to us. Be recognised with our Long Service Award, celebrating your ongoing journey with Wicked Brick.
- Quarterly Excellence - "Shine with Us": Shine bright as we regularly celebrate outstanding team contributions, aligning with our core values through our Quarterly Employee Recognition Rewards.
- Health First - "Well Days": Benefit from 5 days of company sick pay, ensuring you can take the time you need to recover without financial worry.
- Fresh Weekly Fruit - "Stay Vibrant": Enjoy fresh fruit delivered weekly to the office, fuelling your creativity and well-being with a healthy snack.
- Summer Fun - "Celebrate the Sun": Join the Wicked Brick family for our annual Summer Celebration, a time for relaxation, fun, and making memories with your colleagues.
- Vision Support - "See the Future Clearly": Take care of your eyesight with our Eye Test Reimbursement, promoting your overall well-being and ensuring you can always see your creations come to life.
- Compassionate Leave - "Time to Reflect": Receive support during tough times with paid Bereavement Leave, allowing you the space to grieve and handle personal matters.
- Invest in Yourself - "Grow with Us": Seize opportunities for professional growth with Paid Training & Development, fostering your skills and ambitions as part of the Wicked Brick team.
- Travel Smart - "Journey On Us": Reimbursements for travel and spending expenses are provided, ensuring that work-related journeys are never a burden.
- Community Connection - "Together & Beyond": Enjoy after-hours games, hobbies, and socialising, enhancing team spirit and celebrating our shared love for collectibles.
Job Types: Full-time, Permanent
Pay: £27,000.00 per year
Work authorisation:
- United Kingdom (preferred)
Work Location: Hybrid remote in Cottenham CB24
