ABOUT US:
Join our dynamic team at Castelan, an industry-leading National furniture care business located in Weston-Super-Mare. We provide exceptional customer services 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
1. Take calls from customers across various departments and either address their inquiries or transfer them to the appropriate claim’s 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 various tasks such as data entry, internet research, and navigating different software programs, such as Microsoft Excel, Word, Outlook, and 365 Packages.
2. Telephony Skills: Have experience of Telephony customer service within a busy environment.
3. Attention to detail: Have a keen eye for detail and accuracy.
Soft Skills:
1. Excellent Communication Skills: The ability to communicate with team members, customers, external parties, and other departments clearly and concisely is crucial. This includes written and verbal communication, as well as active listening skills.
2. Adaptability: The ability to adapt to change and new situations is essential.
3. Organisational: 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 job roles to help the organisation achieve a level of excellence.
Behavioural:
1. Takes Initiative.
2. Leads by Example.
3. Seeks to Add Greater Value.
4. Takes Personal Responsibility.
5. Strengthens Relationships Internally and Externally.
6. Generates Enthusiasm and Energy.
7. Treating Customers Fairly.
Technical:
1. Client Management.
2. Resource Management.
3. Task Management.
4. Attention to Detail.
5. Systematic Thinking.
6. Knowledge of Systems & Procedures & Castelan Products.
STAFF BENEFITS
1. Competitive salary
2. 23 days holiday per year + bank holidays annual leave entitlement
3. Access to the Castelan Staff Social Activity Group
4. Pension scheme (if over 22 years old - via auto-enrolment)
5. Dress down Fridays
6. Charity fundraising activities
7. Access to Employee Assistance Programme with staff discounts, wellbeing, counselling, and advice resources
8. Gain direct experience in a dynamic customer service environment
If you are enthusiastic about delivering top-notch customer service 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 Monday 24 January 2025. 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.
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