Job Summary

Harry Hall International Limited is a rapidly expanding distributor of equestrian insurance and is looking to strengthen its team. It’s a perfect time to join the company, make your mark, and be part of its success. Conduct, culture, and putting the customer at the heart of the Harry Hall business has resulted in the company’s rapid growth. If you are passionate about helping people, have an eye for detail, and are a team player, then this role is perfect for you.

Who are they?

They are passionate about helping people, look for maximizing sales opportunities, and provide accurate information on products, while troubleshooting with website support, order tracking, returns, and providing account maintenance.

What we need them to do?

Be a passionate, multitasker advising and guiding customers over the telephone, via email, webchat, or on occasion face-to-face (when at equestrian events) for Harry Hall Products, Equestrian, Pet, and Leisurewear Products.

Why?

When anyone is feeling lost, confused, or generally a little bit bewildered about something, chances are they’ll ask for advice. Dealing with customer queries and questions (as well as the odd complaint), they need help to resolve any issues or suggest suitable alternatives, and all with a smile, ensuring the high standards of ethical behavior Harry Hall expects from its team.

Be a team player in a team that serves customers by providing product and service information, resolving product and service problems.

Key Responsibilities

Consumer Specific

• Work as part of a team in order to provide a dynamic, sensitive, fair, and proactive complaints service.
• Handle complaints from receipt through to conclusion ensuring they are handled in accordance with the Harry Hall Internal Complaints Procedure.
• To actively promote best practice and excellent customer care using various and appropriate communication methods.
• To develop and maintain effective relationships with colleagues and customers.
• Accurately record and update complaints on the relevant complaints register.
• Liaise with customers on an ongoing basis (both by phone and through written correspondence) keeping them informed of their order progress.
• Plan, organize, and prioritize own workload to meet deadlines and internally agreed service levels.
• Capture root causes of complaints to enable insight into customer pain points and provide feedback to the product team of any findings, to drive improvements and complaint prevention.
• To keep up to date with consumer purchasing law or process changes.
• Support the wider customer team during peak periods from customers' renewals, midterm adjustments over the phone, and any other administrative tasks.
• Promote, guide, and offer information to prospects and existing customers on Harry Hall Products, Equestrian, Pet, and Leisurewear Products, working closely with the product team to promote key product lines.
• Attracts potential customers by answering product and service questions, suggesting information about other products and services.
• Process orders, prepare correspondence, and fulfill customer needs to ensure customer satisfaction.
• Actively promote the Harryhall.com website, membership, and benefits to generate sales within the defined area.
• Puts the customer at the heart of what they do ensuring the right outcome for the customer.
• Handling vulnerable customers with sensitivity.
• Participate and embrace staff training and coaching.
• Update job knowledge by reading industry publications; maintaining personal networks; keeping abreast of competitor information.
• You may be required to attend and support at Equestrian Shows where required.