Barbour
Customer Service Operator
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Company Description
The Barbour story began in 1894 in South Shields in the North East of England. Founder John Barbour began supplying oilskins and other garments to protect the growing community of sailors, fishermen and dockers. Still family owned and now fifth generation, Barbour HQ remains in South Shields. Under the leadership of Chairman Dame Margaret Barbour, Barbour has grown into a lifestyle brand sold in over 55 countries worldwide including Europe, the US and Asia offering a wardrobe of stylish functional clothing, footwear and accessories inspired by the unique values of the British countryside. The iconic Barbour Bedale and Barbour Beaufort wax jackets continue to be made by hand in the factory in South Shields. In 2020, Barbour launched Wax for Life, an overarching name for all of Barbour’s wax services designed to encourage customers to extend the life of their wax garments. Wax for Life includes re-waxing and repairs (first introduced in 1921) and Barbour Re-Loved an upcycling circularity initiative. Each year over 70,000 wax garments are sent back to Barbour globally to be repaired, rewaxed or altered.
Position Overview
We have an exciting opportunity for a Customer Service Operator to join our Customer Services team here at our Head Office in South Shields. This role will be key to delivering agreed levels of customer service to all consumers that may contact Barbour, using excellent communication skills (telephone, email and chat) and strong IT literacy to ensure clear, concise and relevant information is communicated. The successful candidate will communicate with consumers by phone, email and chat, helping those who have general enquiries about products, assisting those who need help using the online ordering system and dealing with any returns, service returns or complaints. Liaise with Barbour customers regarding their trade faulty returns, producing return authorisation documentation and general aftersales advice to Barbour customers.
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This is an urgent vacancy, and we are looking to appoint to the role as soon as possible.
Essential Duties and Responsibilities
- Process telephone enquiries and correspondence within specified time limits at all times ensuring the highest of communication standards (polite, courteous, efficient and friendly).
- Provide an appropriate response to all consumers and customers who may have a complaint or enquiry and be able to resolve it satisfactorily.
- Query returns with consumers and customers under the direction of UK Customer Service Supervisor.
- Maintain accurate records of all communications with consumers and customers.
- Prepare quotations on a daily basis and within specified timescales relating to garments returned for servicing taking action as required.
- To assist in the Administrative activities required to run the office efficiently ensuring maintenance of office documents.
- To constantly look for opportunities to develop product knowledge and customer service skills, to share them with the team and be able to advise consumers and customers leading to an increased level of service.
- Able to build relationships with third-party suppliers and liaise to meet and exceed, where applicable, our customers’ expectations.
- Contribute information to be shared internally with regards to website issues, stock, quality issues and service issues.
- Able to build rapport with Barbour customers considering business relationships and SLA’s agreed between Barbour and customers. The ability to work to agreed SLA’s and striving to exceed these, where possible.
- Able to execute a high level of attention to detail to be able to complete trade faulty authorisation forms, export/import documentation and quotation for service queries.
- Work with Barbour Partner’s to deliver and maintain an excellent customer service within markets outside of the UK. Assist with requests from Barbour Partner’s within agreed timelines.
- Apply high attention to detail to order management of various channels including ecommerce orders and dropship orders.
- Ideally have a proven track record spent within a customer service environment working with a team of staff.
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Skills and Experience
- Excellent customer service skills
- Excellent written communication skills
- Excellent communication skills with the ability to deal with and resolve customer complaints
- Proactive in seeking improvements in process/methods of operating
- High attention to detail
- Ability to work to and deliver to tight deadlines availability requests and product quality.
Additional Information
- Some weekend working required.
- Immediate start.
- Temporary until end of February 2027.
Benefits
- Discretionary Company bonus scheme
- Staff Discount
- Staff Shop
- Healthcare Cash Plan
- 25 days holiday as standard increasing with length of service plus bank holidays
- Access to training and development activities to support your career development
- Free onsite parking
- Subsidised canteen
- Operate hybrid & flexible working
- Wellbeing support
Note: In the event that a sufficient volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested. Due to the urgent nature of this vacancy, we encourage interested candidates to apply as soon as possible.
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