Customer Care Advisor - Onboarding Tuesday 21st 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 21st September, so please ensure you are able to commit to this date.
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
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!
25 days holiday, plus 8 days bank holiday
10% store discount, 30% club individual restaurant discount
Free parking onsite
Double discount weeks
Highly subsidised restaurant onsite with our own Michelin Star Chef!
Subsidised Costa onsite
Discounted gym membership
Charity fundraising events
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/94562413
How this job measures up
Call and contact centre staff are typically paid £8.72–12.69 an hour.
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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 527 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.
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 536 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.