Dobbies Garden Centres
Central Customer Service Advisor - FTC
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About the Role
Our Customer Service Advisors are dedicated to delivering exceptional service and ensuring that all of our customers receive a WOW experience throughout their journey with us. We're looking for a talented individual to join our close-knit Edinburgh team. You will be delivering excellent multi-channel customer service, and responding to customers in a professional way that builds long-lasting relationships with customers whilst meeting or exceeding individual targets. This role is based in our Central Support Office in Lasswade, and will work on a 5 days out of 7 basis with weekend days required on a rota basis.
Responsibilities
- Engaging customers in conversations to understand their needs or issues and provide them with the best possible solutions or right first-time resolution.
- Complaint resolution that exceeds our customers' expectations.
- Maintaining and updating our records for members of our loyalty scheme.
- Reporting & analysis of issues in order to reduce contacts per order & cost of resolution.
- Reporting & analysis of returns & replacements to highlight/resolve quality issues & damages.
- Supporting store colleagues with home delivery.
- Replying and interacting with customers on social media.
- Resolving webchat queries.
- Liaising with delivery companies to ensure the smooth delivery of orders to customers.
Who We Are Looking For
- High level of computer literacy, including Word, Excel, and PowerPoint
- Previous experience of working in a contact centre or a similar retail customer service environment.
- Strong team player, working considerately with others
- Customer obsessed
- Calm, focused, and able to work under pressure
- Passionate about delivering the right experience for our customers
- First-class written, editing, and communication skills
- Can demonstrate our values at all times – we’re one team, getting better everyday. We bring a smile. We live and breathe gardens. We make it work for our customers.
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What We Offer
- Holiday – enjoy a well-deserved break with 33 annual leave days per year (pro-rata for part-time)
- Discount – treat yourself with generous uncapped discount across our stores with 50% off in our Restaurants, 25% off in the Garden Centre, and 10% off in our food halls
- Pension – save for the future with our company-contributed enhanced Group Pension Plan
- Season ticket loans – spread the cost of travel with an interest-free loan
- Access to Stream – support your financial wellbeing, with the ability to access earnings ahead of payday, save for the future, and financial advice
- Access to Retail Trust – seek confidential support, access to a Virtual GP, free counselling service, and discounted retail rewards with our employee wellbeing platform
- Access to Dobbies Academy – continue your development with our eLearning platform and development programmes
- Study assistance – invest in your professional development with funded courses and qualifications
- The little things to keep you going through the day – free tea, coffee, and milk
- Collaborative office space – with access to our wellbeing room, learning resources, and even a book swap
- Invites to our annual company conference, summer, and Christmas social events
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About Us
At Dobbies, we’re proud to have a history dating back to 1865. We were founded by James Dobbie and are the only garden centre retailer to have stores in every nation across the UK.
Our passion and joy for gardens and plants is what makes us special. In our stores, we showcase this through our own brand and branded products, concession partners, and services. We champion garden living all-year-round.
Many of our stores feature a restaurant or coffee shop, where customers can enjoy refreshments or meals in a relaxed and welcoming environment.
We offer a calendar of events and experiences that bring people and communities together, and we have a national charity partner that both our colleagues and customers raise money for.
We’re committed to being a great place to work. We’re one team, and we encourage our colleagues to be the best version of themselves, every day; to share their wins and celebrate success. Together, we make it work for our customers.
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