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 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)
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.
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)
Company Pension Scheme
Apply today… you’ll be in good company!
This job was originally posted as www.totaljobs.com/job/94931903
How this job measures up
Call and contact centre staff are typically paid £8.72–12.69 an hour.
This job pays £19.1k per year.
24 employees told us the worst thing about this job…
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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
57% 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 21 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.
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, 61% 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 23 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.