Main purpose of the role
The role will be varied, no one customer experience is the same. Your primary function will be to delight each and every customer through effectively managing their enquiries, issues or complaints in in a calm and timely manner. You will be of a friendly nature, wearing the HSL smile as you build good rapport with our customers and/or their loved ones, whilst demonstrating empathy and sensitivity when managing difficult situations.
Key responsibilities
1. Deliver a world class level of customer service, whilst striving for excellence at every opportunity.
2. Utilising relevant data management systems to effectively service and record customer contacts.
3. Communicating with HSL customers both verbally and written at length to obtain accurate and relevant information, offering advice and support, and completing all accompanying administration.
4. Working in a methodical manner whilst under pressure, resolving customer enquiries and complaints
5. Complaint handling including investigation and resolution throughout all areas of the contact centre.
6. Produce written response to customers which meet the required service standard
7. Process customer repairs
8. Process refunds and replacement orders
9. Handle out of lead time enquires / late deliveries
10. Handling of pre-sale enquiries, including being able to advise customer across all product ranges
11. Input of catalogue requests (Web and Mail) onto the database
12. Inputting of mail orders
13. Handling internal queries from stores and home visit teams
14. Enhance the performance of the business by converting warm leads into either store or home visit appointments
15. Booking and scheduling of customer appointments
16. Provide assistance on journey planning when required
17. Management of the home visits One to One booking system
18. Booking HSL deliveries on Maxoptra system
19. Investigating and locating lost stock at HSL, carriers and warehouses
20. Adding and booking consignments on Maxoptra and carrier portals
Position requirements/Qualifications
21. Previous experience of working in a similar role and a proven track record in successful Customer Services including writing bespoke letters/emails to customers
22. Previous experience in a customer contact role with call handling experience
23. Excellent telephone manner
24. Must be able to demonstrate resilience and be self sufficient
25. Can work well in a team and embrace HSL’s culture
26. Adaptable to change and good time management skills
27. Good IT skills are required including proficiency in Microsoft Office
28. Trading Standards knowledge is advantageous
29. Good listening skills and excellent interpersonal/communication skills
What can you expect from us?
Besides becoming part of a truly, wonderful family culture, you can also expect-
30. Contributory pension
31. Death-in-service cover
32. 30 days’ holiday (pro rata) including public holidays – increasing to 33 for long-standing service
33. Discretionary bonus (usually paid annually)
34. Health cash plan offered through Westfield Health giving cashback on optical, dental, physiotherapy and much more
35. Westfield rewards – spend and collect points or discounted shopping vouchers (e.g. 7% off at M&S), discounted gym membership etc
36. Annual flu vaccines
37. Colleague discount (50% on HSL furniture for personal use & 20% for family and friends)
38. Transave Partnership (You can opt to boost your financial wellbeing by saving a minimum of £5 per month with our partner TransaveUK Credit Union, a not for profit savings and loan cooperative).
39. Training and development
40. Surprise and delight events (e.g. Fish & Chip Thursday, Ice-cream treats, Afternoon Tea, Easter eggs, Christmas lunch, Christmas Meal)
41. Free onsite parking with EV charging points (first come, first serve basis)
42. On-site canteen