Hotel Chocolat Job Title: Contact Centre Trainee Consultant Salary: £11.55 p/h Bonus up to £300 per month Location: Konecta Group – Ringwood – Hybrid working Training sessions may be conducted on site. Hours: 40 paid hours per week. Shifts: Monday to Friday between 8.30am and 7pm, Saturday 8:30am to5pm, Sunday 9am to 5pm. Rota will be on a rotating shift pattern with 2 weeks’ notice. This is a fantastic opportunity to be a part of one of the most renowned brands in the UK, in a sales and customer service position that is part of its multi-channel Contact Centre team. We are a fun but focused team that works hard and has a real passion for delivering 100% Happiness to all of our customers, all of the time. We are seeking customer focused, energetic individuals that care as passionately about delivering great customer service as we do. All of our team are empowered to make decisions and ensure every customer is left feeling 100% happy with the service they have received. If you have a real passion to do the same and want to be part of a team that really makes a difference, then this opportunity is for you. Job Description: Customer service and sales representative for inbound orders and customer service. Inbound calls include but are not limited to: placing orders, setting up/cancelling subscriptions, Subscription queries, Taking payments and updating customer account information Main Purpose of Role ● To deliver an exceptional Hotel Chocolat customer experience at all times ● To deliver the required call quality targets ● To deliver the required sales targets. ● To deliver the required productivity targets. Experience ● Previous Customer Service experience is essential ● Experience of delivering against clear targets is essential ● Previous telesales experience is desirable ● Previous call centre experience is desirable ● Full driving licence is desirable ● A genuine love of chocolate would be an advantage Who are Konecta Group / Hotel Chocolat? Konecta Group are an outsourced services provider which means we take and make calls on our client’s behalf. One of our key clients is Hotel Chocolat. Hotel Chocolat is a British chocolatier & cocoa grower with over 103 shops in the UK as well as cafés, restaurants, boutique’s and a hotel on their plantation in the Caribbean. Hotel Chocolat is the only company in the UK to grow cocoa on its own plantation. Skills Requirements ● Excellent communication skills ● Excellent customer service skills ● Passion, energy and aspiration in line with Hotel Chocolat brand and values ● Empathy with a desire to offer resolution and 100% happiness to all our customers ● A natural ability to build rapport whilst working from call guide ● A natural ability to listen and communicate ● Self-Motivated and with an acceptance of responsibility got achieving personal targets and KPI’s ● A Confident a professional manner ● Ability to work in a pen less and paperless environment We care passionately about our people and extensive training is given prior to handling any live customer contacts, with ongoing support provided. However, you must have a strong customer service ethic to succeed in this role together with a desire to achieve personal sales and service targets and results. Position in Organisation The Contact Centre Consultant reports directly into the Hotel Chocolat Team Leader Calling Guides Konecta Group will provide “calling guides” to all consultants – these have been written by KONECTA GROUP and Hotel Chocolat and have been created with Consultant success in mind – KONECTA GROUP offers all relevant rapport and sales training as well as how to handle likely objections. The guide will walk you and the prospect through the sale. Achievement Results CCCs are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, sales conversion and call quality targets. KONECTA GROUP have a structured Performance Management Programme to support and measure individual and team performance. KONECTA GROUP is a growing business and there will be good opportunities for candidates who wish to progress within the organisation. Position in Organisation The CCTC reports directly into the Team Manager, who in turn reports into the Account Manager and will have various support from colleagues nearby which will always be on hand. Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. The Hotel Chocolat call centre will be open Monday to Saturday 8.00am to 8.00pm and Sunday 10.00am to 4.00pm. However, your contracted hours will be 8.00am to 10.00pm Monday to Sunday with a day off in lieu during the week. It is critical that you are available to cover weekends when required by the business. Konecta International reserves the right to change the working hours. Database & Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act (DPA) the Konecta Quality Management System and all other systems and soft skills training. Employment Basis Depending on suitability, CCTC’s will be employed as “Temps” or “Perms” with the possibility of a permanent position in all cases Opportunity for Growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the Customer experience Director (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.