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Customer Advisor

£19.1k per year

in Sunderland

ScS Sofas

21 job reviews

6.1

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How this job measures up

Call and contact centre staff are typically paid £8.72–12.82 an hour. This job pays £19.1k per year.

21 employees told us the worst thing about this job…

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Bad
  • Breaks aren’t paid

    Do workers at ScS Sofas get paid breaks?

    No. People don’t get paid breaks

    How we know this

    16% of people say they get paid breaks

    Based on information from 19 job reviews

    Why this matters

    A good job should have paid breaks.

    You should be paid for all your time at work, whether you’re on a break or not.

  • Less than 4 weeks notice of shifts

    How much notice do people get of their shift pattern at ScS Sofas?

    People don’t get 4 weeks notice of when they’re working

    How we know this

    • 42% report getting one week notice or less
    • 8% report getting two weeks notice
    • 0% report getting three weeks notice
    • 8% report getting four weeks notice or more
    • 42% report having a fixed rota

    Based on information from 12 job reviews

    Why this matters

    At a good job, you get plenty of notice about when you’re working.

    This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.

Not great
  • Not easy to change shifts

    How easy is it for ScS Sofas workers to change shifts?

    Most people find it hard to change shifts

    How we know this

    33% of people report that it’s easy to change shifts if they need to

    Based on information from 6 job reviews

    Why this matters

    A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.

  • Head office doesn’t understand the frontline

    Do people think ScS Sofas head office understands what's happening where they work?

    Most people think head office doesn’t understand what’s happening where they work

    How we know this

    44% of people think that this employer’s head office or owners have a good understanding of what’s really happening where they work

    Based on information from 18 job reviews

    Why this matters

    At a good job, the role of head office should be to support the people on the frontline serving customers.

    To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.

  • Hard to choose shifts

    Do ScS Sofas workers get to choose the shifts they work?

    Most people don’t get enough choice over which shifts they work

    How we know this

    27% report that their manager gives them enough choice over which shifts they work

    Based on information from 11 job reviews

    Why this matters

    A good job is flexible around your personal life. This means you get a say in when you prefer to work.

  • Not enough training

    Do people get enough training when they start at ScS Sofas?

    Most people don’t get enough training when they start

    How we know this

    45% of people report they got enough training when they started working here

    Based on information from 20 job reviews

    Why this matters

    A good job should give you good training when you start, not just drop you in at the deep end.

    This means that you’ll be happier and more productive from day one and shows that your employer values you.

    It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.

  • People feel stressed

    Is it stressful to work at ScS Sofas?

    Most people feel stressed here

    How we know this

    65% of people say they often feel stressed at work

    Based on information from 17 job reviews

    Why this matters

    Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.

    Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.

  • People are paid below market rates

    Does ScS Sofas pay market rates?

    Most people are not paid market rates

    How we know this

    27% of people are paid average or more than the typical pay for the type of work they do

    Based on information from 15 job reviews

    Why this matters

    Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.

  • People don’t get proper breaks

    Do people at ScS Sofas get proper breaks?

    Most people don’t get proper breaks

    How we know this

    37% of people report that they get to take proper breaks

    Based on information from 19 job reviews

    Why this matters

    When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.

  • People don’t recommend their team

    Do people at ScS Sofas recommend working with their team?

    Only some people recommend working with their team

    How we know this

    33% of people report that they would recommend working with their immediate team to a friend

    Based on information from 21 job reviews

    Why this matters

    A good job means enjoying the place where you work.

    The people you work with every day really matter. They can be the difference between a terrible day and a great one.

    If you’d recommend your team to a friend, this shows that something’s going right.

  • People don’t get sick pay

    Does ScS Sofas pay sick pay?

    Not always. Most people don’t get proper sick pay

    How we know this

    33% of people say they would get paid if they were sick but scheduled to work

    Based on information from 18 job reviews

    Why this matters

    Everyone gets sick sometimes. You should be able to take time off without worrying.

    At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.

    This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.

Good
  • Easy to book holiday

    How easy is it to book a holiday at ScS Sofas?

    Most people find it easy to book holidays

    How we know this

    53% of people report it’s easy to book holidays

    Based on information from 19 job reviews

    Why this matters

    A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.

  • Easy to take sick leave

    How easy is it to take sick leave at ScS Sofas?

    Most people find it easy to take sick leave

    How we know this

    55% of people report that it’s easy to take time off if they are sick

    Based on information from 20 job reviews

  • Good for parents

    Is working at ScS Sofas good if you have caring responsibilities?

    Most people say this is a good place to work if you care for a child or other relative

    How we know this

    50% of people who care for a child or other relative report this is a good place to work

    Based on information from 8 job reviews

    Why this matters

    Whether it’s looking after children or caring for a relative, a good job should support your responsibilities outside of work.

  • No short notice shift changes

    Do ScS Sofas managers change shifts at short notice?

    Most managers don’t change people’s shifts at short notice

    How we know this

    33% of people say their manager changes their shifts at the last minute

    Based on information from 12 job reviews

    Why this matters

    If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.

  • People are paid enough to live on

    Does ScS Sofas pay enough to live on?

    Most people are paid enough to live on

    How we know this

    50% of people say they are paid at or above the Real Living Wage for where they live

    Based on information from 18 job reviews

    Why this matters

    Everyone should be paid enough to live on.

    The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.

    The Real Living Wage is currently £9.50 per hour, and £10.85 per hour in London.

  • Opportunities to progress

    Are people given support to progress at ScS Sofas?

    Most people are given support to progress here

    How we know this

    In the last year, 70% of people report being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role

    Based on information from 20 job reviews

    Why this matters

    A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.

    This means you’ll be able to build on your skills and experience, and earn more money.

  • No unpaid extra work

    Do workers at ScS Sofas do extra work that they don't get paid for?

    Rarely. Most people don’t do unpaid extra work

    How we know this

    45% of people report that they do extra work that they don’t get paid for

    Based on information from 11 job reviews

    Why this matters

    Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.

Excellent
  • Managers are respectful

    Do people at ScS Sofas feel treated by respect by their managers?

    People feel treated with respect by their managers

    How we know this

    76% of people say they’re treated with respect by their managers

    Based on information from 17 job reviews

    Why this matters

    Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.

  • Well informed about head office

    Do workers feel well informed about how ScS Sofas is doing?

    People feel well informed about how the company is doing

    How we know this

    80% of people feel that they are kept well informed about how the company is doing as a whole

    Based on information from 20 job reviews

    Why this matters

    At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.

    You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.

  • People don’t worry about getting enough hours

    Do workers at ScS Sofas worry about hours?

    People don’t worry about getting enough hours

    How we know this

    0% of people report they worry about getting enough hours

    Based on information from 6 job reviews

    Why this matters

    At a good job, you shouldn’t have to worry about getting enough hours each week.

    A good job should guarantee you a minimum number of hours in a contract, if you want it.

    This makes it easier to plan your finances, because you know how much you’ll be earning.

What employees are saying about ScS Sofas

  • Best thing

    Work force and hours worked

    Worst thing

    Pressure to get job done

    6.0

    Employee, April 2021

    • £24,000 per year, working a 48 hour week
    • 55–64 years old
  • Best thing

    working in a team and helping customers.

    Worst thing

    Long hours.

    7.5

    Employee, May 2021

    • £8.91 per hour
    • 45–54 years old
  • Best thing

    Commission, share save, cycle to work scheme atc

    Worst thing

    Long hours, high stress due to work load and targets as if you are out one month you are on review

    4.2

    Sales, February 2021

    • Manages people
    • £18,000 per year, working a 46 hour week
    • 25 or older
  • Best thing

    My sales team

    Worst thing

    My manger

    2.2

    Sales professional, July 2020

    • £20,000 per year, working a 40 hour week
    • 21–24 years old

Customer Advisor, SCS Sofas

£19,074 per annum

Role Profile

An exciting opportunity has arisen to join us here at ScS, one of the UK’s leading sofa, carpet specialists. For over 100 years ScS have been providing customers with an excellent customer experience, selling beautiful products with outstanding value, quality and choice.

With around 2,000 team members contributing to the success of our company, ScS is a diverse and vibrant place to work. We understand that our people are key to creating a thriving business. We are recognised as ‘Excellent’ by Trustpilot, and are the only furniture and flooring retailer with over 260,000 Trustpilot reviews from our customers!

We are looking for Customer Service Advisors to join our dedicated customer service centre at our head office in Sunderland. Working as part of our growing Customer Experience team, you will speak to our customers daily, deal with all types of enquiries and questions and most importantly, you’ll put our customers at the heart of everything you do.

Your role

Your voice will be the first voice our customers hear when they need to talk to us so you’ll use your rapport building skills to make them feel valued. It’s a fast-paced but rewarding role that ranges from taking customer payments to providing aftercare product support and includes everything in between. There’ll be days when no two calls will be the same so you’ll be required to think on your feet, ensuring we always deliver an excellent customer experience.

From time to time you’ll have to deal with frustrated customers but as the voice of our company, we’re confident you’ll use your exceptional people skills to listen, empathise and provide customer-focused solutions. And it’s worth mentioning that we’re in this together so if you bring the qualities we are looking for, we’ll provide a tailor-made training plan to set you up for success from day one in the role and beyond.

This isn’t a 9-5 role, there will be evening and weekend shifts. We work hand in hand with our retail stores and so our operating hours reflect their opening times however we are happy to discuss shifts patterns which suits your needs as well as our customers.

What we are looking for:

  • A good listener – the ability to listen to not only what our customers say but also what they don’t say.
  • Passion for delivering customer solutions – make every customer feel valued every time.
  • Confident in complaints – the ability to deal with complaints in a thorough and understanding manner
  • A real people person – building strong relationships with our customers and colleagues is the foundation of everything we do.
  • A team player – but still have the drive to work on your own when needed.
  • Flexibility – we ensure our customers can speak to us between 8am-9pm Monday – Saturday and 9am-6pm on Sundays
  • Live by our company ‘RIGHT’ values (Responsive, Inclusive, Get it Right, Hard Working, Trusted)

Your qualities

Ideally, you will have experience in a customer service or administration environment; you will be hard-working, keen to learn and enjoy speaking to people. Basic computer proficiency will be required as from time to time you’ll be speaking to our customers via our online channels. Whilst these qualities would be helpful, finding the right person is our only goal, so if you think you have what we are looking for; we’d love to hear from you.

Your benefits

  • Competitive salary
  • Generous Staff Discounts on our beautiful Sofa, Carpets & Furniture range
  • Terrific discounts from major High Street retailers and holiday companies, gym membership discounts and much more
  • Employee Assistance Programme (EAP)
  • Long service annual leave benefits
  • Share incentive plan (S.I.P)
  • Career Progression
  • Company Pension Scheme
  • Life Assurance

Apply today… you’ll be in good company!


This job was originally posted as www.totaljobs.com/job/93191606
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