We are looking for a Full Time Customer Service Advisor to join Team OB in our Support Office on an 8 month fixed-term contract. This role will be 37.5 hours per week, working Tuesday (8.00 - 16.30), Wednesday (10.30 - 19.00), Thursday (8.00 - 16.30), Friday (8.00 - 16.30) &, Saturday (9.30 - 18.00). As a Customer Service Advisor at OB, you will be responsible for the customer experience, being on hand to answer and listen to any questions, queries, compliments or concerns. You will respond to our customers effectively following the customer service procedures, providing exceptional service as well as meeting targets and deadlines. Excellent customer service is at the heart of Oliver Bonas and achieving and maintaining excellence is at the heart of the Customer Service team. Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working which is 3 days in the office, and 2 working from home each week. A bit about us … At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work. Having fun is key, and a playful and positive approach creates an optimistic environment. We don’t take ourselves too seriously, but we are serious about what we do. Our team knows their stuff. They’re confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility. More about the role … OB’s Customer Service Advisors will: • Answer customer queries (Omnichannel environment) in a timely manner • Support aspects of the customer experience from product queries and store opening hours to delivery, tracking and customer aftercare. • Provide exceptional customer service and admin support. • Build strong working relationships with internal teams. • Take payment over the phone and processing customer returns through in-house systems. • Log and track all customer contact, following customer ticketing protocols and updating order statuses. • Check product stock levels online and in store and where necessary, ordering internal transfer requests to meet customer requests. • Use a variety of IT systems effectively, ensuring data integrity. • Collaborate within the team to clarify facts, exchange information, or resolve enquiries and issues. • Deal with customer data ethically and in accordance with the GDPR requirements. Bonas Benefits: • Generous employee discount up to 50% off all OB products • Free access to our 24 hour employee assistance programme with Care First – offering financial, emotional and vocational support • Flexible holiday – 30 days pro rata (including bank holidays) – increasing to 35 days with length of service • Annual discretionary profit related bonus scheme • Auto-enrolment into our pension plan • Free access to our onsite gym • Cycle to work scheme • Refer a Friend incentive • Quarterly free lunch • Enhanced maternity, paternity, adoption and shared parental leave • Equity, Diversity and Inclusivity Voice network and EDI team • Mental Health First Aider support • Education and support throughout Looop eLearning platform What we look for: • Previous experience within a customer service role is essential. • Ability to manage and prioritise a variety of queries. • Strong written and verbal communication skills • Calm, patient, and helpful and positive nature. • Organised with the ability to multi- task. • Continuous improvement mind set which will be evidenced in the improvement of customer centric measures. • Adaptable to change and willing to embrace new ideas. • Ability to handle challenging conversations with customers and diffuse the situation. • Ability to Work in Fast-Paced Environment Equity, Diversity & Inclusion at OB At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work. It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities. Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme. To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity