Customer Care Advisor
Location: Swindon (SN3)
Working Pattern: 7.5 working hour shifts between 8am - 6pm, Mon-Sat (Av. 1 in 4 Saturdays)
Hybrid working: 3 days in the office per week
Salary: Competitive, plus generous annual bonus
Our expanding group of award-winning brands has been established for over 30 years and consists of multiple e-commerce platforms. Our vision is to provide the best service to customers during key events in their life. We believe that their shopping experience as they navigate those big, once in a lifetime milestones, should be exciting, positive and special. We help them make memories.
We started as the home of wedding gift lists - but now The Cambium Group encompasses so much more, supporting customers through life’s big events every step of the way. Through our flagship brands The Wedding Shop – which is the longest established independent gift list service in the UK, The Wedding Present Company and Prezola, we help engaged couples build their dream gift lists with an obsessive focus on gold star customer service at every touch point: from our luxury showrooms to our cutting edge tech platforms. Powered up by our long-term investors Phoenix Asset Management Partners, and with a focus on innovation and digital marketing, we’ve now applied these values to new markets too, bringing one of the UK’s leading wedding planning platforms, Rock My Wedding, to the group, along with lifestyle shopping destination The Homeware Outlet. We’re also proud to have launched our newest venture, LittleList, in 2023 which is revolutionizing the baby gifting market.
A key ingredient of our success is our close-knit and fun company culture: we’re extremely proud of our talented Cambium team-mates. With family very much at the heart of how our brands function, it’s important that our team feels like one too.
Our Customer Care Advisors are our customers’ primary point of call and this role will be focusing on our three wedding gift list services. This will involve organizing post-wedding aftercare and responding to any queries they have about their wedding gift lists by phone, email and online chat. This role is perfect for someone who enjoys interacting with customers on a regular basis as they will be expected to offer an exceptional and personal service, tailored to each individual customer, in a calm and professional manner. This is an exciting opportunity for a smart and conscientious individual wishing to continue to grow and take full advantage of the learning opportunities on offer as part of this role.
Role Responsibilities
* General customer support via telephone, email and online chat (including online purchase issues, delivery and order updates, product returns etc.)
* Managing the daily Customer Care mailbox, within our agreed response time of 24 hours
* Proactively contacting customers with updates
* Liaising with external teams, including IT, Sales and Fulfillment to ensure a smooth customer journey from Registration through to the final gift delivery
Requirements
Skills and Experience
* Experience in a customer service role is essential
* Experience in working with a CRM system is highly advantageous
* A good level of computer literacy is essential (especially using MS Office)
* Excellent communication over phone and email
Benefits
Benefits
* 23 days paid holiday per year (plus Bank Holidays) – entitlement will increase every year after 2 years of service
* Annual Bonus Scheme
* Cycle2Work
* Discount Scheme (over 500 Brands) – brands include The White Company, LSA, Nkuku, Le Creuset, Oka, Denby, Garden Trading Company, Neom, Emma Bridgewater, Weber, Soho Home, Blush & Blue and more (discounts of up to 75% off RRP for selected brands)
* Discounted Private Healthcare
* A friendly office with a brilliant team, regular socials and flexible working options