Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them. We manufacture and distribute high quality nutritional supplements directly to our customers all over the world and are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing. At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.
Job Purpose
Our Customer Care Administrators provide excellent customer service to the network by building relationships, resolving queries on a wide variety of complex topics and processing orders and changes. Customer Care is the first contact point for our network and the role is to truly represent the values and principles of Lifeplus.
Responsibilities
* Answer customer queries and process incoming customer requests via phone using Lifeplus Puzzel ticket management software in line with Lifeplus policies and service level agreements.
* Make outgoing phone calls to customers where appropriate in order to achieve a satisfactory resolution.
* Proactively develop relationships where possible, building opportunities with both new and existing customers and ensuring high levels of customer retention at all times.
* Ensure a proactive, flexible and positive approach at all times when handling customer requests.
* Participate in the ongoing development of Lifeplus Customer Care and the wider business, and proactively contribute to personal learning and improvement.
* Keep up to date with processes, and ensure a thorough understanding of the company’s business structure and product portfolio.
* There is no requirement to give advice on specific product recommendations.
Candidate Profile
* Must be fluent in both oral and written English and Italian.
* Passionate about delivering excellent customer service.
* Excellent IT skills.
* Knowledge of sales process and ordering systems is desirable but not essential.
* Excellent communication skills with both internal and external customers.
* Able to build good relationships at all levels with a positive and flexible approach.
* Able to solve problems, have initiative, and open to continuous improvement and learning.
* Must be positive, resilient, and adaptable to change.
Shift Pattern
* Monday to Friday, 07:00 to 15:15
Contract
* 12 Month Fixed Term Contract
Office Attendance
* 1 day per month in office
Salary: £25,000 GBP - £25,000 GBP
Benefits
* Every month you will receive three free Lifeplus products and 50% off any other products you wish to try.
* Performance based bonus awarded based on business success and individual performance.
* Participation in the structured LIFE Programme with an additional salary increase of £2,000 upon completion.
* Access to the Learning Management System with all the latest learning materials and resources at your convenience.
* Automatic coverage by Life Assurance and Permanent Health Insurance, with 50% of basic salary after six months if off work long term due to illness.
* Option to buy or sell holiday days to suit your lifestyle.
* Exclusive colleague discounts at leading brands and retailers, plus savings on Lifeplus nutritional supplements and wellbeing products.
* Health Cash Plan covering regular healthcare costs including dental, optical appointments, therapy sessions, hospital in-patient and accidental injury cover.
* Weekly fresh fruit delivery, free tea, coffee, milk (including alternatives), filtered water, and fully equipped kitchen areas onsite.
* Access to an Employee Assistance Programme for confidential professional support for mental wellbeing.
* Contribution to a pension scheme with up to 6% employer contributions.
* Company-wide events and team socials with support for celebrating together.
* Eye care support including £25 towards eye tests and up to £100 towards glasses for VDU use, plus eye care vouchers.
* Gym membership discounts and participation in the Cycle2Work scheme to enhance fitness while reducing carbon footprint.
* Recruitment Referral Scheme offering £250 in cash when a referred friend or family member joins, and an additional £500 after successful probation.
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