for the love of fashion

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Customer Service Advisor - Escalations - 10 month FTC

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.

Permanent / Fixed Term

Temporary


Closing Date:

31/12/2018


Support Centre Location

Weymouth Office


More about the role

At New Look, everything we do is for the love of fashion. Without following that core belief, we wouldn’t be where we are now. But, what else does it take to be one of the biggest brands on the UK’s high street? We think that it comes down to our employees –  and our mission to be the go-to destination for men’s, women’s and teen’s clothing and accessories.


Our motto? Keep it simple. Be brave. Think customer. Act with pace. Take responsibility. That’s the New Look way. If that sounds like you, we’d like to have you on our team! We’re always searching for enthusiastic and dedicated individuals to take New Look to exciting places.

The Role:

• Take ownership for the investigation and resolution of complex customer issues and complaints
• Manage own case-load of escalations and payment queries
• Keep managers and team members updated with sensitive or potential Brand impacting issues
• Act as a subject matter expert for consumer issues and Customer Service processes
• Highlight any broken processes that can affect the customer experience or operation and make suggestions for improvement
• Respond to customer ‘Rescues’ in a timely manner
• Work with team members to drive efficiencies through streamlining processes, optimising systems, developing new services and contact deflection
• Achieve and exceed all KPI’s
• Escalate any sensitive customer issues through the agreed channels eg. Press Office, Health and Safety
• Work with Regional Managers and Heads of Retail to bring all retail customer issues to a satisfactory conclusion

 

Shift Patterns include:

• 08:00 – 16:30
• 09:30 – 17:00

 

You'll also be expecting to work one Saturday per month.


About you
• A ‘people person’ able to communicate with customers and colleagues at all levels
• A decision maker – someone who is able to make quick decisions during busy times
• Excellent written, verbal and communications skills – previous experience essential 
• Customer service background essential, contact centre experience desirable
• Ability to work in a fast paced environment with tight deadlines  
• Able to build positive and constructive relationships quickly 
• Highly flexible approach with a key eye for detail and great problem solving skills
• The ability to always put the customers first, keeping the balance between the customer and business needs
• Positive disposition with a willingness to focus on what can be done rather than what can’t be done
• Ability to problem solve and
• A-C GCSE in English
• Computer literate (MS Office, Word, PowerPoint and Excel)

Why New Look?
Our internal career progression is celebrated and encouraged. Plus, we offer bonus schemes, season ticket loans, a huge staff discount of 40% and amazing deals across a number of different businesses. 


Want to be a New Looker? We guessed you would! Apply now to find out more.


Additional Information (External Upload)


This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.