Organisation Name - The Fed (The Federation of Independent Retailers)
Job Title - Contact Centre Advisor – Part Time – 20 hours
Report to - Contact Centre Manager
Location – Ground Floor East Suite, Bede House, Belmont Business Park, DH1 1TW
Salary - £24,500 pro rata
Join Us at The Fed!
Do you enjoy helping others? Are you good at listening to people?
The Federation of Independent Retailers (the Fed) is looking for a passionate and dedicated Contact Centre Advisor to join our team in Head Office. You will be helping our members to make the most out of their membership and accessing the invaluable services, resources and money saving offers for their businesses. You will also be able to identify opportunities to recruit members and excite existing members about our partners offers and benefits of membership to encourage engagement. You will also be someone who enjoys some variety in your day and wants to help existing members solve their problems.
The Fed is an independent retail trade organisation, representing over 10,000 stores across the United Kingdom and Republic of Ireland. Established in 1919, we are a member’s organisation which is dedicated to supporting independent retailers and providing resources, advocating on their behalf, and offering exclusive benefits to our members. Our members are independent retailers and as an organisation, we strive to make business easier, by ensuring our members have a place to call for service and support and be part of a wider independent retail community.
By joining the Fed, you will become part of a dynamic team focused on supporting independent retailers and shaping the future of the retail industry.
This could be the ideal career opportunity for you if you have previously worked in customer service, sales, retail or have finished college or university and are seeking a new challenge.
Duties & Responsibilities
• To be the first port of call for FED members.
• Establish and maintain effective working relationships with Members, Partners, and suppliers to drive retention of members and aid positive resolutions to complaints.
• Act as a go-between for members and suppliers to seek a mutual resolution.
• Look for opportunities to recruit new members to the organisation via inbound/outbound calls.
• Conduct follow up calls to members to ensure they are satisfied with query resolution.
• Carry out ad-hoc campaign calls for external partners.
• Maintain a detailed understanding and knowledge of all departments and partners.
• Actively promote partner benefits to members to ensure members are making the most of their FED membership.
• Provide feedback to colleagues across the business on activity in weekly staff briefings.
Person Specification
Qualifications Required
• GCSE or equivalent in English & Maths (minimum pass)
Skills Required (Essential)
• A confident communicator at all levels – both written and verbal.
• IT literate – experience of using Microsoft packages in particular Word, Excel, and PowerPoint.
• Ability to work flexible hours as when required. Working on a Rota, covering hours of work between 07:00 & 17:00 along with occasional weekends (and bank holidays when required).
• MUST be a team player with the ability to manage and prioritise own workload.
• Self-motivated. Enjoys providing first class customer service and is motivated by the opportunity to take ownership of cases and provide a satisfactory outcome.
Skills Required (Desirable)
• At least 1-year prior experience in a similar role
• Driving Licence
What’s in it for you?
• 25 holidays per annum pro rata + bank holidays
• Annual performance-based bonus in which you can earn up to 5% of your annual salary.
• Company pension scheme ER 4% contribution
• 24/7 Employee Assistance programme
• The ability to take ownership of your own personal development
• ‘Last Friday of the Month’ lunch
• Free car parking on-site
• Health & wellbeing programme
• Life insurance