Keyword Location Location Type
Customer Care Advisor (Temp.)
We are a Sunday Times Top Track 100 company and one of the UK 's fastest growing privately owned companies. The Range has grown enormously since its inception in 1989, and now has over 200 stores nationwide. People are at the heart of our retail concept, and we want to invest in our staff and make the future extraordinary.
As a result of our expansion plans, and our continued ongoing success we are seeking a dynamic Customer Care Advisor to be based at our Head Office in Plymouth.
About the Role:
To deliver an exemplary standard of customer service by responding to customer enquiries via social media channels, both publicly and through private messaging. The role ensures all interactions are handled in line with company procedures, relevant legislation, and agreed service standards, while maintaining accurate records across customer service platforms.
Responsibilities:
1. Monitor and assess incoming customer contacts via social media posts and messages, identifying whether enquiries relate to existing cases or require handling as new contacts.
2. Respond to and resolve customer enquiries in line with company policies, procedures, and relevant trading legislation.
3. Maintain up-to-date knowledge of company policies, processes, and products to ensure accurate and consistent customer responses.
4. Accurately record customer details and interactions on the CRM and other service platforms, where applicable.
5. Prioritise workload effectively to ensure all social media enquiries are handled within agreed service level timescales.
6. Collaborate with colleagues to identify customer needs and determine the most appropriate and efficient resolution.
7. Escalate or liaise with the Customer Services Management Team where solutions are unclear or additional guidance is required.
8. Provide accurate signposting to the contact centre or other teams when appropriate.
9. Continually review ways of working and suggest improvements to enhance customer communication and service delivery.
10. Maintain accurate records of personal performance against agreed KPIs.
11. Ensure confidentiality and security of customer information and company premises in line with data protection requirements.
Person Specification:
12. Previous experience in a customer service role.
13. A strong passion for delivering high-quality customer service.
14. Excellent written and verbal communication skills.
15. Strong attention to detail with good analytical skills.
16. Ability to work independently and as part of a team.
17. Confident problem-solver with the ability to think creatively to resolve customer queries.
18. Proficient in Microsoft Office applications.
What we offer:
19. Competitive salary
20. Pension
21. Long service awards
22. Employee discount
23. Cycle to work scheme
Position: Temporary (12 Months), Full-time
Hours: Monday – Friday, 08:00am – 17:00pm.
Location: Plymouth, Devon