5.3

Iceland

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Customer Care Advisor, Iceland

in Deeside

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Job description

Customer Care Advisor - Onboarding Tuesday 28th September

Here at Iceland we’re different. We care. We’re not a dull stuffy corporate. We’re one big team. A diverse group of people who get stuck in and work together. Our customers are at the heart of everything we do, and we pride ourselves on not only providing them with the most innovative and best products available, but also ensuring their customer journey is the best it can be!

With the increase in our Online demand, we are now looking to grow our Customer Care team here in Deeside. We’re looking for driven and confident individuals who love to go above and beyond to deliver the best customer service they can.

A bit about us:

  • We are one of Britain’s fastest growing and most innovative retailers!
  • We are committing to become the first major retailer globally to eliminate plastic packaging from all of its own brand products by the end of 2023!
  • Our success is reflected in our ranking among the Best Big Companies to Work for in the UK for an amazing 11 consecutive years, including two years at Number One!
  • We have been able to increase our weekly available delivery slots from around 100,000 to 750,000. Meaning we have been able to provide more slots than majority of the big supermarkets!

Purpose of the role:

As a Customer Care Advisor, you will play a key role within our Contact Centre, talking to new and existing customers and helping them with their queries, delivering excellent service and taking personal ownership of their issue. You will be helping customers via telephone, email, and social media so an adaptable mindset is a must! If you are customer focused, ready to go above and beyond, treat customers with fairness and positivity then this is the role for you!

You will be working 37.5 hours per week on a rotating shift pattern, including weekends. Hours can range between 8am and 8pm (hours can be extended during peak periods). All training will be provided in-house. We are looking to onboard Advisors on Tuesday 14th September, so please ensure you are able to commit to this date.

Key Accountabilities:

  • Supporting with Online Orders, Payments, in-store Deliveries, Online deliveries, Bonus Card enquiries, Store enquiries, General questions etc.
  • Take ownership of your customers and enquiries
  • Resolve issues in an effective and timely manner
  • Be able to deal with challenging customers and scenarios

Skills:

  • Excellent communication skills, both verbally and written
  • Proficient with computer & Microsoft suite
  • Be able to work well under pressure and be able to multitask
  • Telephony/Contact Centre experience
  • Ability to be proactive and reactive to changes
  • A passion for Customer Service is a must!

Benefits:

  • 25 days holiday, plus 8 days bank holiday
  • 10% store discount, 30% club individual restaurant discount
  • Free parking onsite
  • Overtime available
  • Double discount weeks
  • Highly subsidised restaurant onsite with our own Michelin Star Chef!
  • Subsidised Costa onsite
  • Discounted gym membership
  • Charity fundraising events
  • Educational sponsorship
  • Enhanced maternity/paternity leave
  • Long service awards
  • Reward & recognition
  • Online discounts at over 150 retailers and cashback on shopping, holidays, insurance and more!

Be Proud. Be brave. Be everything that makes us different. Be Iceland.

Here at Iceland we’re different. We care. We’re not a dull stuffy corporate. We’re one big team. A diverse group of people who get stuck in and work together. Our customers are at the heart of everything we do, and we pride ourselves on not only providing them with the most innovative and best products available, but also ensuring their customer journey is the best it can be!

With the increase in our Online demand, we are now looking to grow our Customer Care team here in Deeside. We’re looking for driven and confident individuals who love to go above and beyond to deliver the best customer service they can.

A bit about us:

  • We are one of Britain’s fastest growing and most innovative retailers!
  • We are committing to become the first major retailer globally to eliminate plastic packaging from all of its own brand products by the end of 2023!
  • Our success is reflected in our ranking among the Best Big Companies to Work for in the UK for an amazing 11 consecutive years, including two years at Number One!
  • We have been able to increase our weekly available delivery slots from around 100,000 to 750,000. Meaning we have been able to provide more slots than majority of the big supermarkets!

Purpose of the role:

As a Customer Care Advisor, you will play a key role within our Contact Centre, talking to new and existing customers and helping them with their queries, delivering excellent service and taking personal ownership of their issue. You will be helping customers via telephone, email, and social media so an adaptable mindset is a must! If you are customer focused, ready to go above and beyond, treat customers with fairness and positivity then this is the role for you!

You will be working 37.5 hours per week on a rotating shift pattern, including weekends. Hours can range between 8am and 8pm (hours can be extended during peak periods). All training will be provided in-house. We are looking to onboard Advisors on Tuesday 28th September, so please ensure you are able to commit to this date.

Key Accountabilities:

  • Supporting with Online Orders, Payments, in-store Deliveries, Online deliveries, Bonus Card enquiries, Store enquiries, General questions etc.
  • Take ownership of your customers and enquiries
  • Resolve issues in an effective and timely manner
  • Be able to deal with challenging customers and scenarios

Skills:

  • Excellent communication skills, both verbally and written
  • Proficient with computer & Microsoft suite
  • Be able to work well under pressure and be able to multitask
  • Telephony/Contact Centre experience
  • Ability to be proactive and reactive to changes
  • A passion for Customer Service is a must!

Benefits:

  • 25 days holiday, plus 8 days bank holiday
  • 10% store discount, 30% club individual restaurant discount
  • Free parking onsite
  • Overtime available
  • Double discount weeks
  • Highly subsidised restaurant onsite with our own Michelin Star Chef!
  • Subsidised Costa onsite
  • Discounted gym membership
  • Charity fundraising events
  • Educational sponsorship
  • Enhanced maternity/paternity leave
  • Long service awards
  • Reward & recognition
  • Online discounts at over 150 retailers and cashback on shopping, holidays, insurance and more!

Be Proud. Be brave. Be everything that makes us different. Be Iceland.


This job was originally posted as www.totaljobs.com/job/94562449

How this job measures up

Call and contact centre staff are typically paid £8.72–12.73 an hour.

608 employees told us the worst thing about this job…

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Bad
  • People don’t get sick pay

    Does Iceland pay sick pay?

    No. People don’t get proper sick pay

    How we know this

    75% of people say they wouldn’t get paid if they were sick but scheduled to work

    Based on information from 521 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.

  • Breaks aren’t paid

    Do workers at Iceland get paid breaks?

    No. People don’t get paid breaks

    How we know this

    88% of people say they don’t get paid breaks

    Based on information from 523 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 Iceland?

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

    How we know this

    • 32% report getting one week notice or less
    • 27% report getting two weeks notice
    • 26% report getting three weeks notice
    • 11% report getting four weeks notice or more
    • 4% report having a fixed rota

    Based on information from 575 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
  • People are paid below market rates

    Does Iceland pay market rates?

    Most people are not paid market rates

    How we know this

    70% of people are paid below the typical pay for the type of work they do

    Based on information from 463 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 feel stressed

    Is it stressful to work at Iceland?

    Most people feel stressed here

    How we know this

    59% of people say they often feel stressed at work

    Based on information from 557 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 don’t get proper breaks

    Do people at Iceland get proper breaks?

    Most people don’t get proper breaks

    How we know this

    56% of people report that they don’t get to take proper breaks

    Based on information from 400 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.

  • Shifts get changed at short notice

    Do Iceland managers change shifts at short notice?

    Most managers change people’s shifts at short notice

    How we know this

    53% of people say their manager changes their shifts at the last minute

    Based on information from 527 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 not paid enough to live on

    Does Iceland pay enough to live on?

    Most people are not paid enough to live on

    How we know this

    64% of people say they are paid below the Real Living Wage for where they live

    Based on information from 546 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.

  • Head office doesn’t understand the frontline

    Do people think Iceland 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

    74% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work

    Based on information from 519 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.

Good
  • People recommend their team

    Do people at Iceland recommend working with their team?

    Most people recommend working with their team

    How we know this

    51% of people report that they would recommend working with their immediate team to a friend

    Based on information from 598 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 worry about getting enough hours

    Do workers at Iceland worry about hours?

    Most people don’t worry about getting enough hours

    How we know this

    66% of people report they don’t worry about getting enough hours

    Based on information from 531 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.

  • Good for parents

    Is working at Iceland 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

    68% of people who care for a child or other relative report this is a good place to work

    Based on information from 154 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.

  • People enjoy their job

    Do people at Iceland enjoy their jobs?

    Most people enjoy their job

    How we know this

    56% of people report they enjoy their job

    Based on information from 142 job reviews

  • No unpaid extra work

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

    Rarely. Most people don’t do unpaid extra work

    How we know this

    52% of people report that they don’t do extra unpaid work

    Based on information from 407 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.

  • Easy to book holiday

    How easy is it to book a holiday at Iceland?

    Most people find it easy to book holidays

    How we know this

    74% of people report it’s easy to book holidays

    Based on information from 521 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.

  • Opportunities to progress

    Are people given support to progress at Iceland?

    Most people are given support to progress here

    How we know this

    In the last year, 53% 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 528 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.

  • Good choice of shifts

    Do Iceland workers get to choose the shifts they work?

    Most people get enough choice over which shifts they work

    How we know this

    53% report that their manager gives them enough choice over which shifts they work

    Based on information from 545 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.

  • Enough training

    Do people get enough training when they start at Iceland?

    Most people get enough training when they start

    How we know this

    61% of people report they got enough training when they started working here

    Based on information from 561 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.

  • Easy to change shifts

    How easy is it for Iceland workers to change shifts?

    Most people find it easy to change shifts

    How we know this

    51% of people report that it’s easy to change shifts if they need to

    Based on information from 400 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.

  • Easy to take sick leave

    How easy is it to take sick leave at Iceland?

    Most people find it easy to take sick leave

    How we know this

    63% of people report that it’s easy to take time off if they are sick

    Based on information from 383 job reviews

  • Managers are respectful

    Do people at Iceland feel treated by respect by their managers?

    Most people feel treated with respect by their managers

    How we know this

    70% of people say they’re treated with respect by their managers

    Based on information from 529 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 Iceland is doing?

    Most people feel well informed about how the company is doing

    How we know this

    58% of people feel that they are kept well informed about how the company is doing as a whole

    Based on information from 537 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.

Excellent
  • Good for students

    Is a Iceland job good for students?

    Students say this is a good place to work if you’re studying

    How we know this

    89% of students report this is a good place to work if you’re studying

    Based on information from 105 job reviews

    Why this matters

    A good job should allow you to fit work around important things in your life, like studying.

    Life isn’t just about work. Good jobs make space for you to do well in both.

What employees are saying about Iceland

  • Best thing

    Some of the staff

    Worst thing

    Understaffed, too much pressure, don’t always get paid the extra for running the shop in manager’s absence, rude deputy manager

    3.8

    Employee, September 2021

  • Best thing

    The work is fun and the people are nice

    Worst thing

    The hours and the pay, it’s hard work for little money

    4.7

    Employee, June 2021

  • Best thing

    Working with different people everyday

    Worst thing

    Not being appreciated

    3.8

    Employee, April 2021

  • Best thing

    Freedom to do the job

    Worst thing

    Unpaid and too long breaks

    6.6

    Employee, May 2021