About Us
Join our dynamic team at Castelan, an industry-leading national furniture care business located in Weston-Super-Mare. We provide exceptional customer service and repair solutions for furniture insurance, commercial services, and the furniture retailer market. Our convenient location, just five minutes from the town centre, offers easy access by car, bus, bicycle, or on foot.
Role Purpose
As a Customer Services Administrator within our Concierge Team, you will play a pivotal role in providing excellent customer service to clients and their customers. You will be at the heart of everything you do, ensuring that our customers receive the support and assistance they need. This role will primarily involve taking calls from our customers, serving as a concierge service to support our claims centre. Your responsibilities will include assisting and directing customers to the appropriate department or claims handler, booking appointments for technicians, and completing office administration duties as required.
Primary Responsibilities
General Duties:
1. Take calls from customers across various departments and either address their inquiries or transfer them to the appropriate claims handler.
2. Oversee inbound and outbound calls related to booking appointments for technicians.
3. Perform office administration tasks during and between phone calls, as needed.
4. Be flexible and willing to undertake any other tasks requested by the team manager, contact centre manager, key stakeholders, or director.
Skills
Technical Skills:
1. Basic computer literacy: Ability to use computers for data entry, internet research, and navigating software such as Microsoft Excel, Word, Outlook, and Office 365.
2. Telephony skills: Experience in telephony customer service within a busy environment.
3. Attention to detail: A keen eye for accuracy and detail.
Soft Skills:
1. Excellent communication skills: Ability to communicate clearly and concisely with team members, customers, and external parties, including written and verbal communication and active listening.
2. Adaptability: Ability to adapt to change and new situations.
3. Organisational skills: Strong organisational and time-management skills with the ability to prioritise tasks effectively.
Core Competencies
A standard of behavioural and technical competencies required of all roles to help the organisation achieve excellence.
Behavioural:
* Takes initiative
* Leads by example
* Seeks to add greater value
* Takes personal responsibility
* Strengthens relationships internally and externally
* Generates enthusiasm and energy
* Treats customers fairly
Technical:
* Client management
* Resource management
* Task management
* Attention to detail
* Systematic thinking
* Knowledge of systems, procedures, and Castelan products
Staff Benefits
* Competitive salary
* 23 days holiday per year plus bank holidays
* Access to the Castelan Staff Social Activity Group
* Pension scheme (if over 22 years old, via auto-enrolment)
* Dress down Fridays
* Charity fundraising activities
* Access to Employee Assistance Programme with staff discounts, wellbeing, counselling, and advice resources
* Gain direct experience in a dynamic customer service environment
How to Apply
To apply for this role, please submit your CV and a cover letter outlining your relevant experience and qualifications through our careers platform by close of business Tuesday, 13 May 2025. Apply via our Careers page. Applications via Indeed will not be monitored.
Castelan is an equal opportunity employer, welcoming applications from individuals of all backgrounds and experiences.
Due to the location of the role, you must be able to travel to and from our head office in Weston-Super-Mare. We cannot accommodate sponsorship for visas at this time.
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