Customer Service Advisor

at  DAVID AUSTIN ROSES

24,000.00 GBP ANNUALLY

Bowling Green Lane Albrighton Wolverhampton WV7 3HB United Kingdom
This job ends on 8 November 2024
At David Austin Roses, we’re more than just a horticultural company; we’re a passionate family business dedicated to breeding and cultivating the most exquisite English Roses.
With over fifty years of rich heritage, we take great pride in creating roses that are not only beautiful but also fragrant and charming. Our love for roses and commitment to excellence has made us a beloved name in gardens around the world.
We are incredibly fortunate to work alongside a talented group of individuals who share our passion. Together, we strive to bring David Austin Senior’s vision to life from our beautiful home nestled along a charming country lane in Shropshire.
Join our team!
As a Customer Services Advisor, you will be the friendly voice of David Austin Roses, supporting our wonderful customers through various contact channels, including phone, email, live chat, and social media. We believe in empowering our team, so we’ll provide you with the training you need to become an expert in helping customers with their questions and guiding them through their purchases.
We’re looking for enthusiastic individuals to join our team, offering a mix of hours, including evenings and weekends as part of our rota.

What you’ll do:

• Provide expert information and advice about our beautiful roses and their growing conditions.
• Assist customers in making purchases and processing payments with a smile.
• Share knowledge about rose-related products, such as food, tools, planting, and pruning supplies.
• Handle refunds when necessary, ensuring a smooth process.
• Be the customer’s advocate, addressing any questions or concerns with care.
• Deliver friendly and professional service that reflects the high standards of the David Austin Roses brand.
• Utilise our call-handling software while meeting performance targets.
• Work in shifts to provide excellent service across 5 days in 7, including some Saturdays.

Key skills and competencies:

• Exceptional written and verbal communication skills with a warm telephone manner.
• Great listening skills that help you understand customer needs.
• Ability to build rapport quickly and follow through on customer queries until they’re resolved.
• A strong customer-oriented approach.
• Flexibility and a positive attitude towards teamwork.

Benefits:

• Casual dress code.
• Fun company events.
• Employee discount on our beautiful roses.
• Free on-site parking for your convenience.
• Health and well-being programme to support you.
• 25 days of annual leave to recharge and relax.
• 7% total pension contributions to secure your future.
• Hybrid working option: enjoy one day of remote work each week.
• A friendly and supportive working environment where you can thrive.

Working pattern:

• 8-hour shifts, 5 days out of 7.

Location:

• On-site at our lovely Albrighton location in Wolverhampton, West Midlands. You’ll need to be able to reliably commute or plan to relocate before starting work with us.

Don’t meet every single requirement? Studies have shown that women, Black, Asian and minority ethnic people are less likely to to jobs unless they meet every single qualification. At David Austin Roses we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to anyway. You may be just the right candidate for this or other roles.

SKILLS FOR THE JOB

Call handling software
Complaint escalation
Customer Service Excellence
Handling complaints
Online sales
Rose knowledge
Telephony
Telephony Systems

• Provide expert information and advice about our beautiful roses and their growing conditions.
• Assist customers in making purchases and processing payments with a smile.
• Share knowledge about rose-related products, such as food, tools, planting, and pruning supplies.
• Handle refunds when necessary, ensuring a smooth process.
• Be the customer’s advocate, addressing any questions or concerns with care.
• Deliver friendly and professional service that reflects the high standards of the David Austin Roses brand.
• Utilise our call-handling software while meeting performance targets.
• Work in shifts to provide excellent service across 5 days in 7, including some Saturdays