Company Overview Castelan Group is a specialist in electrical and furniture warranties, claims handling, insurance validation, inspection services, and customer care. With over 1,500,000 UK households benefiting from Castelan Group's services, we provide value to retail and insurance businesses and peace of mind to customers and policyholders. Castelan also provides high quality furniture care services to many of our retail clients. Role Requirements To provide 1st Level technical support to clients and technicians. To act as liaison, point between clients, technicians and management. To ensure Triage, reporting and in field process are managed on a daily basis. To provide re-mote and where required onsite technical support for the department teams. To liaise with the FCN National Area Managers and Client Support Manager on a daily basis. To interact and support through technical analyse of data our partners and clients. To promote, support and enhance FCN-Castelan policies, ethos and customer service objectives at all times. Key Duties To process flow all triage clams on a daily basis, manage the volume and ensure all triage issues raised are closed on the day of receiving. To support and implement the triage process from inception to end point. To contribute to fault finding analyses. To support the FCN technical feedback to the Contact centre process. To be able to update reports where there is a requirement. To provide both on-site and remote technical support to all colleagues of Castelan Group. Assist when required with any client demonstrations and promote good relations between clients & Castelan - FCN. Visit customers or clients in specified places to repair upholstery, leather furniture cabinets and beds with the view to managing the visit through to completion. Maintain a professional appearance and attitude. To have in-depth knowledge of furniture and furniture repair, over a variety of products. To help and assist the National Area Manager in their duties both in head office and nationally. To feedback any ideas, innovations or information which will add value to the company. Any other reasonable tasks as requested by your Line Manager/s and/or Group Director. Ensure “Treating Customers Fairly” is embraced throughout the team by promoting the My Customer My Responsibility ethic and constantly look towards improving customer service and continuous improvements. Experience and Technical skills required Essential A valid driving licence containing no more 6 penalty points. To have comprehensive knowledge of all furniture repairs and upgrades across a wide range of product. To have comprehensive knowledge of all furniture manufacturing process across a wide range of product. Experience in the MS Office suite software package. Provide own transport for the role which will attract Castelan MPG payment rate. Ensure you provide a vehicle that is maintained, cleaned and to UK legal standards at all times. Desirable Previous face-to-face interaction with customers/clients. Previous experience of client demonstrations. Knowledgeable on Castelan Internal platforms Core Competencies Communication The ability to communicate confidentially with co-workers to resolve customer problems/disputes. The ability to communicate confidentially with customer problems/disputes. The ability to accurately and legibly report on work required/undertaken. Staff Benefits Competitive salary 23 days holiday per year bank holidays annual leave entitlement 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 hands on experience in a dynamic customer service environment If you are enthusiastic about delivering top-notch furniture care solutions assistance and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity with Castelan. Join our team and help us keep our customers at the forefront of everything we do. How to apply To apply for this role, please submit your CV and a cover letter outlining your relevant experience and qualifications through the platform, by close of business Friday 11 October 2024. You can apply through our Careers page https://castelangroup.bamboohr.com/careers. Applications via Indeed will not be monitored. Castelan is an equal opportunity employer, and we welcome 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 based in Weston-super-Mare. Unfortunately, we cannot accommodate sponsorship for Visa's at this time.