Job Description and Personal Specification
About Us:
Avocado55 (Av55): We are an independent contact centre advisory, delivery & services business, who are made up of expert industry professionals.
We support organisations to deliver high quality, industry leading service, through our proven operating model design process, then planning & implementing the model we designed with our clients
Av55 has extensive experience across many different industries, including: airline, travel, retail, foodtech, fintech, drinks & distilling, charity, healthcare & public sector.
Our team works hard, but your efforts won’t go unnoticed. Working with a growing business will be both challenging and rewarding and we are looking for people wanting to make their mark on the business. You’ll get plenty of autonomy and learning opportunities. Plus the chance to work flexibly, this is a fully remote opportunity.
The Job: Consumer Service Advisor
A fantastic opportunity has arisen for an analytical, outgoing, customer service-focused and ambitious person to work as a Consumer Service Advisor for a luxury brand in the heart of the Highlands.
This is a new role supporting a high-performing and established team that manages all consumer, brand and product-related queries across multiple contact channels. The role will be the first point of contact for the company, taking ownership of all enquiries and managing these through to resolution. No two consumers or resolution journeys are the same, and it’s our job to ensure that, whatever the issue, our consumers receive the exceptional service they deserve.

Your main duties will include:

• Representing a luxury brand, always ensuring outstanding consumer service.
• Taking a consumer-first approach to query resolution, solving enquiries swiftly and efficiently.
• Answering inbound telephone, email, online contact form, social direct messages and chat contacts and responding to them as per agreed/trained processes.
• Recording consumer conversations and any follow-up action required.
• Liaising with senior team members and external stakeholders to resolve issues and share information.
• Utilising our industry-leading technology and tools, and knowledge base, to manage queries through to satisfactory outcomes within agreed service levels.
• Be an integral part of the Avocado55 family, whose ethics, values, connectivity, and relentless innovation are core to their success.

You must have:
Five National 4’s grade A-C or equivalent, including English and Maths

Personal qualities and attributes:

• Experience of a customer service or retail environment would be desirable.
• Team player with a strong attention to detail and a curious mindset.
• A ‘Can do’ attitude with a strong sense of personal commitment, self-motivation and an interest in bringing innovative ideas to the team.
• Excellent communication skills, both verbal and written.
• Excellent time management skills with the ability to re-prioritise.
• Natural relationship builder
• Able to work to defined Key Performance Indicators.
• Computer/internet literate.
• Proficiency with MS Office or Google Suite.
• Good listening skills
• Calm and patient
• High level of self-motivation, determination and commitment.

This is a fully remote role with occasional travel arranged in advance. We will supply the required equipment, assessed according to your needs. We ask that you have a stable and strong internet connection. Our minimum requirement for internet speed is 10Mbps Download and 4Mpbs Upload.
You must have a dedicated, quiet workspace with a desk, plenty of natural light, access to fresh air and no distractions. This cannot be a communal area or a space that is shared by other household members.

What we offer

• A comprehensive training, onboarding and personal development programme.
• 25 days holiday per annum plus public/bank holidays applicable to your location.
• 37.5 hours per week, Monday to Friday (exact working hours to be confirmed).
• Salary range: £24,500 to £26,500 depending on experience.
• Pension scheme
• Employee Assistance Program
• Death in service cover

Diversity, Inclusion & Belonging:
No matter who you are, what you look like, who you love, or where you are from, you can find your place here. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.
Social and Environmental:
We have committed to reducing our overall greenhouse gas emissions, and aim to incorporate all working from home in this commitment.
All workers are expected to make every effort to reduce their carbon consumption when working from home. The three main emission categories include utilities, office waste and transport.
We want you to be part of our purpose-led way of working by agreeing and working to our sustainable home working arrangements. You will also be given the opportunity to volunteer in your local community or support other environmental projects.
Job Type: Full-time
Pay: £24,500.00-£26,500.00 per year

Benefits:

• Company pension
• Health & wellbeing programme
• Life insurance
• Work from home

Application question(s):

• Must live within a 50 miles radius of Inverness

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: Remot

• Representing a luxury brand, always ensuring outstanding consumer service.
• Taking a consumer-first approach to query resolution, solving enquiries swiftly and efficiently.
• Answering inbound telephone, email, online contact form, social direct messages and chat contacts and responding to them as per agreed/trained processes.
• Recording consumer conversations and any follow-up action required.
• Liaising with senior team members and external stakeholders to resolve issues and share information.
• Utilising our industry-leading technology and tools, and knowledge base, to manage queries through to satisfactory outcomes within agreed service levels.
• Be an integral part of the Avocado55 family, whose ethics, values, connectivity, and relentless innovation are core to their success