Customer Experience Specialist
Customer Experience Department
Permanent
Full time – 37.5 hours per week across 7 days, within the department opening hours of 9am – 8pm
Lytham St Annes, Lancashire
£24,123.51 per annum
Close date – Wednesday 19th February
Initials calls – 20th and 21st February, 1st stage interviews – w/c 24th February and final stage interviews – 27th February
An exciting opportunity has arisen for a passionate and results-driven Customer Experience Specialist to join our ever-growing Customer Experience department here at Beaverbrooks.
As Customer Experience Specialists, we provide the best possible service to every customer, every time. Playing a critical role in ensuring customer satisfaction and loyalty by acknowledging and resolving complaints in an efficient manner.
As an ambassador for our Beaverbrooks brand you will ensure that a consistently high level of customer experience is provided whilst working to KPI’s and striving for 5-star feedback.
KEY RESPONSIBILITIES
Customer and store communication, via phone, email, social media and review platforms.
Acknowledging and logging customer feedback
Delivering excellent customer service by achieving fair and reasonable outcomes for our customer, through effective investigation and to understand the nature of the complaint and resolve in an efficient manner
Being accountable for your own KPIs
Keeping up to date on the latest Consumer Rights, policies and regulations
Keeping all records and notes up to date in line with GDPR.
Handling subject access requests along with our data protection officer.
Using your initiative as well as information recourses available, to provide the best outcome for the customer.
Supporting customers with aftersales enquires including online deliveries, payment errors, fraudulent transactions, delays and losses.
About Beaverbrooks
Established in 1919, we have 88 locations across the UK. This includes 63 Beaverbrooks stores & 22 dedicated brand boutiques, including TAG Heuer, OMEGA, Breitling & Tudor. We also have 3 Loupe boutiques, with Rolex showrooms.
We’re a family business. And you can tell that when you get here. It feels like family. From the very smallest details to the big important things.
Our core purpose is to enrich lives. We aim to make a positive difference to the world we live in. This includes our colleagues, customers, suppliers & the wider community.
As a company – we’re true to our word. When we say we’re going to do something, we go all out to do it. And every individual is truly valued.
The awards we’ve been given as an employer speak volumes about what it’s like to work here, some of which are:
Retail's 3rd Best Company to Work For - Best Companies 2024
We have been awarded a 3 star accreditation for 'World Class levels of Engagement' for 19 years running - Best Companies 2024 - based on colleague feedback
'Employer of the Year 2024’ - The UK Jewellery Awards
Amazing benefits for amazing people
They say you get out what you put in. And, at Beaverbrooks, our people put in so much.
In return, just some of the benefits we offer include:
28 days holidays (inc bank hols)
Contributory Pension & Life Assurance
Outstanding colleague discounts, which extend to your family & friends
Wellbeing scheme
Employee & family support & counselling in partnership with the Retail Trust
A variety of different schemes to help you support charities close to your heart
Office profit share bonus
THE IDEAL CANDIDATE
ESSENTIAL SKILLS
Ability to demonstrate the values and behaviours of the Beaverbrooks Way - The Beaverbrooks Way
Experience of and passion for delivering excellent customer service within a customer-facing role
Results driven
Excellent verbal and written communication skills
Good rapport building skills and the ability to be adaptable
Self-motivated with the ability to prioritise and manage own workload
Ability to demonstrate strong and objective complaint handling
Good questioning and negotiating skills
Empathetic, caring and an active listener
Good decision-making skills and assertive
Teamwork – working within a team to achieve great results.
Experience / Knowledge of the Consumer Rights Act 2015.
DESIRABLE SKILLS
Good typing speed and the ability to respond quickly and effectively
Competent in Microsoft Office (Outlook, Word & Excel)
Ability to influence and inspire others
Previous experience of working to KPI’s.
Beaverbrooks - The hallmark of amazing people