Customer Services Administrator - Bury
The Cormar Carpet Company is an award-winning, British, family-run business and has been making carpets since 1956 at our two mills in Lancashire. We make and deliver our carpets from our distribution sites in Hemel Hempstead and Bury to over 3,000 Cormar retailers across the UK and Ireland, using our own fleet of vehicles. We've won over fifty carpet and flooring industry awards, including being voted "Best Carpet Manufacturer 2023" by readers of Interiors Monthly and award winners of F1 "Carpet Supplier of The Year" for 14 consecutive years.
Main Duties: To contribute to the effective performance of Cormar's Customer Services Team.
Duties include:
* Processing customer complaints in line with company policy
* Handling relevant "non-complaint" enquiries about company products
* Signposting enquiries not within the remit of the Customer Services Team
* Handling Sales 'overflow' calls to a basic standard
* Outbound calling campaigns
* Other duties as may be assigned by the Customer Services Manager
Key Responsibilities:
* Contribute to the achievement of the organisation and team goals through completion of daily duties to required standards
* Dealing with customers both internal and external in a professional manner
* To be flexible to cover team and other duties as and when required
* Contribute actively to team briefs
* Undertake relevant training
Team Cormar:
* Participate in, and make a positive contribution to, improvement teams
* Adhere to and promote Cormar Values
* Demonstrate attitude and behaviours which make a positive contribution to the team, and company
Other:
* Understand how own role impacts on organisation and team objectives
* Support Customer Services Manager to deliver the above objectives
* Contribute to company improvement initiatives (e.g. MSQ surveys, culture surveys)
Ideal Skills & attributes:
* Ability to communicate effectively within the team and in the wider organisation
* Ability to work under pressure and to agreed deadlines
* IT and administration skills commensurate with effectively fulfilling the role
* Reliable, conscientious and motivated to carry out the tasks required
* Negotiation skills
* Tact and sensitivity
* Ability to cope with often challenging interactions with customers and consumers
* Ability to quickly assess each customer interaction within its own circumstances and respond appropriately
* Flexibility
Hours per week: 37.5 hours, Monday - Friday
Salary: £28,000 plus benefits including discretionary annual bonus, 31 days holiday, including bank holidays increasing to 35 days after 5 years service, healthcare scheme and pension (company matches employees contribution up to 10%) after 3 months service, Private medical after 12 months service
To Apply: Please press the 'Apply' button, and shortlisted candidates will be contacted by Cormar Carpets within 28 days. Thank you for your interest in the role.
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