What We’re Looking For Do you love being around people and making them happy? If you’re also a good listener and a bit of a problem solver with great communication skills, then you’ll love being on the front line of making the magic happen Every day brings new challenges and excitement, and every customer interaction allows you to do what you do best: find solutions and provide exceptional customer service. As a Customer Service Advisor with Ascensos, you will work within a fully supported environment, where you can demonstrate your commitment to providing outstanding customer support through your skills and personality. At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand. Key to delivering a world-class customer experience for our clients means relating to their customers and being a great listener with the ability to demonstrate empathy as you understand and proactively work to resolve issues their customers experience both pre-and post-purchase. What To Expect Want to work in a customer service role where you can actually own the whole customer experience? Then come and join the Ascensos team and work on an exciting customer experience launch with our fantastic partner Wickes. Wickes are a leading household name known for their expertise in the home improvement industry. Their purpose is to help the nation feel house proud. They deliver this through their high-quality range of kitchens, bathrooms, and home offices combined with outstanding Design and Installation services. We are looking for team members to join their brand-new Installation Services Customer Experience Centre. Team members in the Installation Services Customer Experience Centre will partner with customers through their home improvement journey, helping Wickes to deliver an industry-leading experience for their customers. Our typical shift pattern involves: 40-hours per week; between 8am-6pm Monday to Friday and 9am-3pm on a Saturday. Please note. This position is based at our site in Clydebank. This isn’t just any customer service role… As a Customer Experience Coordinator for Wickes Installation Services Customer Experience Centre: You will have a critical role in guiding, supporting, and reassuring their customers through their transformation, every step of the way. You will provide a personal ‘white glove’ service to customers, enhancing their design and installation services. You will be responsible for coordinating their customers journey from the point of purchase to completion of their chosen project. You will proactively communicate product and service information via outbound calling, act as a liaison, answer questions, as well as identify and resolve any emerging problems that their customers might face during their installation project. You will build strong relationships, collaborate and problem solve with key internal stakeholders, such as Design Consultants and Installers. You will help Wickes deliver on their promises, in style, ultimately helping their customers to feel house proud. About You Are you patient, empathetic, and passionately communicative? Do you understand the value of excellent communication skills and are passionate about delivering excellent customer service? If so, this could be the role for you: Main Responsibilities Proactive & excellent personal service: You will offer a personal, proactive, and friendly customer service experience. You will proactively manage the cases allocated to you and balance the needs of multiple customers and their projects You will guide & support customers at each step leading to a great customer experience. Joining up the customer journey for all stakeholders - building strong relationships along the way: You will manage internal stakeholders and external customers, keep all parties fully informed, take ownership of queries and minimize impact on the customer experience. You will have the ability to connect the dots and work collaboratively, using judgement with different parties and personalities to bring the customer's journey together. Effective working at pace balancing multiple customers needs: You will work efficiently and effectively to balance the needs of multiple customers within your care. You will accurately record all information at all stages within the Customers Journey on the workflow management system. You will respond at pace to all contacts and work queues to meet individual targets and departmental service level agreements. What we’re looking for in our Customer Experience Coordinator: Excellent organizational skills. Focus and strong attention to detail. High level data entry skills. Ability to work at pace. Excellent customer service skills. Solid administration experience. Good influencing skills. Good computer skills, including Microsoft Office. In Addition, You Will Be A fantastic communicator. A self-starter. Methodical. Friendly, respectful and approachable. Be tenacious, yet comfortable using your own judgement. Benefits Salary of £26,208 p/a. Full training & support. Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool). Access to our Learning & Development Talent SPA. Health insurance. 24/7 Employee Assistance Programme & Wellness Hub. Nationwide retail discounts. Discounted gym membership. Your birthday off work (29 days). ‘Refer a Friend’ scheme. Annual ‘Archie Star Awards’ Party. ‘Employee of the Month’ Awards. Regular fun team building sessions. A diverse & inclusive working environment. Join theAteam As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. When you join theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm. As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance. We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best. We’ll tell you all about it during your interview