HOURS:

Monday, 1 pm until 9 pm
Tuesday, 1 pm until 9 pm
Wednesday, 1 pm until 9 pm
Thursday, 1 pm until 9 pm
Friday, 1 pm until 9 pm
Born in a Welsh barn in 1997, TOAST has grown from loungewear and nightwear to become a unique lifestyle brand, creating and curating simple, functional, beautiful clothing, home ware and editorial.
TOAST is renowned for its thoughtful, contemporary design and commitment to traditional textiles and craftsmanship.
TOAST has studios in both London and Swansea and is one of the very few UK clothing brands with its own full pattern room.
TOAST has shops throughout the UK and can be found in many John Lewis stores. TOAST has an online shop www.toa.st
The emphasis within the TOAST workplace is:
Thoughtfulness - in all we do and all we say, in our actions and our interactions
Simplicity - in our aesthetics, communications, processes and solutions
Creativity - and the encouragement of fresh thinking and the free exchange of ideas
Collaboration - both among ourselves and with other inspiring individuals, organisations
and traditional craftsmen
As part of the TOAST team, you are a catalyst for the brand’s successes. To realize our ambitions, we need you to share our interests and values, have an enthusiasm for TOAST itself as well as a deep knowledge and love of your own specialist area.
In return for your dedication, TOAST will offer a supportive and friendly working environment with flexible working hours and generous staff discounts. You will receive a comprehensive induction, including product and brand training, that helps to plant a deep understanding of TOAST that can be carried confidently through your work and into the outside world.

SKILLS AND EXPERIENCE REQUIRED

• 10 years plus customer service experience
• In-depth knowledge of customer service principles and practices
• In-depth knowledge of customer service software and databases
• Proficiency in MS Office applications
• Extensive product knowledge with current, historic and new ranges
• Excellent communication, planning and organisational skills
• Problem analysis and problem-solving skills
• Excellent decision-making skills
• Ability to take initiative
• Ability to work under pressure and to deadlines

· Manage and take reasonability of the customer service department.

• Produce the highest level of work and ensure constant productivity. Contribute to team work and liaise effectively with team members & other departments.

· Develop and implement TOAST customer service strategy, policies and procedures

• Deliver TOAST’s Customer Service expectation both personally and through the development of your team
• Create opportunities for succession through coaching and development.
• Actively seek self-development and training of own skills set to continually improve performance
• Review customer complaints, track customer complaint resolution and handle complex and escalated customer service issues personally
• Where relevant, deliver TOAST’s brand visual expectations using all information available
• Deliver an excellent office environment that supports the needs of the team, facilitates optimal results and generates brand awareness and loyalty
• Ensure a safe and healthy working environment for all of the team with a focus on risk assessment and ensuring a high level of housekeeping
• Liaise and provide feedback to all heads of departments to facilitate excellent department performance
• Be a brand ambassador, representing TOAST both visually and behaviourally at all times and ensuring the same behaviour within your team

· Need to know about the Distance Selling Regulations Legislation and Consumer Law 2105, as well as trading standards.
· Understand & adhere to PCI regulations & Data Protection Act policy and regulations.
· Any other duties deemed necessary for the role and the job description may be subject to addition or change following consultation