Job Description: Customer Service Advisor
Job Title: Customer Service Advisor
Salary: On application + plus sales commission
Location: 79 Place Road, Cowes, PO31 7AE
Reports to: Facility Manager
Direct Reports: None
Essential Qualifications: English and Maths to O Level / GCSE
Essential Experience: 2 years experience in a customer service and sales environment and computer literate.
Company Overview:
InnerSpaces Self Storage is the premier choice for self storage on the Isle of Wight. We are proud of our 17 years of trading experience and are currently in an exciting period of change, improving our technology and software to better serve our customers. We provide a person-centred approach to sales and are flexible to customer needs. We are a family-owned business with many decades of experience in the industry.
Our site has over 400 units of varying sizes, offering quality indoor storage on flexible terms to our personal and business customers.
Job Summary:
InnerSpaces is seeking a dedicated Customer Service Advisor. Reporting to the Facility Manager, this role encompasses a wide range of retail sales, customer service, facility management and administrative duties essential for the smooth operation of our facility. The role offers a variety of responsibilities, making it an ideal fit for individuals who enjoy a diverse role.
Key Responsibilities:
Sales and Customer Engagement:
·Be the first contact for enquiries and manage a customer through the sales journey. Close sales through telephone, email, website and face-to-face enquiries.
·Explain self storage during the customer discovery phase to educate them on the correct product.
·Assist in implementing marketing strategies and sales initiatives.
·Take a proactive approach to new sales initiatives, aiming to improve sales volume and conversion rates.
·Generate income from secondary sales merchandise and Store Protect (customer goods insurance) sales.
·Candidate must be open and able to do hybrid working in the future.
Customer Service:
·Deliver high standards of customer service, ensuring a personal and professional experience for all customers.
·Handle customer accounts, payments, and credits, including cash, cheque, and credit/debit card transactions.
·Manage issues or complaints confidently escalating to the Facility Manager where necessary.
·Maintain effective communication with the InnerSpaces Self Storage management team to help achieve overall aims and objectives.
Administration and Store Management:
·Ability to be trained and operate a space management software essential for the role.
·Ability to work independently in a responsible manner, recognise limitations, know when to seek help, and be a proactive problem solver in the first instance.
·Perform general administrative tasks such as processing payments, creating customer accounts and managing stock to ensure smooth daily operations.
·Manage the facility when working alone including key holding and operation of vital systems such as security alarms and fire safety.
·Perform routine system checks appropriately e.g lift tests so the facility meets agreed standards.
·Maintain a clean, safe, and healthy working co-working environment for your colleagues, ensuring safe practices at work.
Project and Initiative Contribution:
·Contribute to new projects and initiatives aimed at improving the facility and services. A recent project included a new payments system, and an upcoming project includes a new software for our space management.
Working Hours:
·This is a part-time role, requiring 3 shifts of 9 hours each per week. Occasionally flexibility is required for weekdays to cover shift changes, holiday cover or sickness. One of these shifts will be on Saturday, where you will be working alone only on Saturday after ample training and supervision.
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