About Us:
Secret Linen Store is a British, family-owned, female-founded online retailer specialising in high quality fabrics and furnishings. We have our B-Corp certification which demonstrates our commitment to being an honest and transparent business that does good things for our planet and people, as well as making homes beautiful.
Founded by sisters, Molly and Harriet in 2013, Secret Linen Store has a passion for finding fabulous fabrics for bedrooms, offering a wide and colourful range of bedding, curtains, accessories, nightwear and towels. Our products are comfy, stylish, designed to last and all ethically made by our factory friends in Europe.
Our team of talented bedmakers are based out of our Bedquarters in Bognor Regis (where you'll find our Warehouse and Customer Happiness Teams) and everyone else can be found in our offices just south of Chichester.
About the Job:
Working as Customer Smile Maker, you’ll be part of the Customer Service and Returns team, reporting to the Head of Customer Service. The Customer Service Team are here to support customer needs, returns, and advise to make their bed the best place for a full 40 winks, via Email, Phone and Live Chat. With the aim to keep our Trust Pilot score at 4.8 or higher and to Surprise and Delight our customers with our tone of voice and product knowledge.
This is a part-time role of 20 hours per week but you may be given the opportunity to work additional hours during our peak period. This is an existing role, and you will be reporting with our Head of Customer Happiness. You will be working within a lovely small team alongside a couple of other Customer Smile Makers (Customer Service Advisors).
Key Responsibilities:
* ‘Surprising and Delighting’ at every opportunity and being the most positive point of contact to ensure that we stand out against our competitors.
* Always being polite when chatting over the phone, email and live chat to create a friendly customer relationship when handling any issue, hiccup or when we are guiding the customer to make their perfect bed.
* Extending politeness to when we are talking internally as well as with our factories, couriers and other external relationships.
* Working in a small team to resolve problems but also taking the time to work by ourselves to get tasks done.
* Maintaining customer happiness whilst also adhering to our Customer Service policies and procedures.
* Understanding our products manufacturing process so we are able to listen and guide our customers to the right product.
* Applying a social and environmental lens to everything that you do and supporting our goal to be the most responsibly sourced, B-Corp certified, bed linen brand.
Skills Required:
* Minimum of 2 years working in a customer facing role or call centre.
* Computer Literate.
* Demonstrable skills in Microsoft Office and Outlook.
* Strong communication skills within a written email and verbal conversation but with a polite manner.
* Time management and organisational skills.
* Ability to multi-task and prioritise throughout the day.
* Team Player – we are a small team and will work closely together to make sure we are offering the best Customer Service.
Salary: The FTE salary for this role is £23,480. Job Types: Full-time, Permanent. Pay: £12,480.00 per year.
Additional Pay:
* Yearly bonus.
Benefits:
* Casual dress.
* Company events.
* Cycle to work scheme.
* Employee discount.
* Free parking.
* Life insurance.
* On-site parking.
* Private dental insurance.
* Private medical insurance.
* Profit sharing.
Schedule:
* Day shift.
* Monday to Friday.
Additional Requirements:
* BOGNOR REGIS: reliably commute or plan to relocate before starting work (required).
* United Kingdom (required).
Work Location: In person.
Reference ID: CustHappRR10123
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