Wickes Customer Experience Coordinator

at  Ascensos

DATE POSTED

22/08/2024
Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that’s what we deliver. We help brands, and their customers stay in love.
Whether it’s clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, Selfridges, KFC and Big Bus Tours.
We’re proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.

WHAT TO EXPECT

Want to work in a customer service role where you can actually own the whole customer experience? Then come and join the Ascensos team and work on an exciting customer experience launch with our fantastic partner Wickes.
Wickes are a leading household name known for their expertise in the home improvement industry. Their purpose is to help the nation feel house proud. They deliver this through their high-quality range of kitchens, bathrooms, and home offices combined with outstanding Design and Installation services.
We are looking for team members to join their brand-new Installation Services Customer Experience Centre. Team members in the Installation Services Customer Experience Centre will partner with customers through their home improvement journey, helping Wickes to deliver an industry-leading experience for their customers.
Our typical shift pattern involves: 40-hours per week; between 8am-6pm Monday to Friday and 9am-3pm on a Saturday.
Please note. This position is based at our site in Clydebank.

This isn’t just any customer service role… As a Customer Experience Coordinator for Wickes Installation Services Customer Experience Centre:

• You will have a critical role in guiding, supporting, and reassuring their customers through their transformation, every step of the way.
• You will provide a personal ‘white glove’ service to customers, enhancing their design and installation services.
• You will be responsible for coordinating their customers journey from the point of purchase to completion of their chosen project.
• You will proactively communicate product and service information via outbound calling, act as a liaison, answer questions, as well as identify and resolve any emerging problems that their customers might face during their installation project.
• You will build strong relationships, collaborate and problem solve with key internal stakeholders, such as Design Consultants and Installers.
• You will help Wickes deliver on their promises, in style, ultimately helping their customers to feel house proud.

WHAT WE’RE LOOKING FOR IN OUR CUSTOMER EXPERIENCE COORDINATOR:

• Excellent organizational skills.
• Focus and strong attention to detail.
• High level data entry skills.
• Ability to work at pace.
• Excellent customer service skills.
• Solid administration experience.
• Good influencing skills.
• Good computer skills, including Microsoft Office.

• You will have a critical role in guiding, supporting, and reassuring their customers through their transformation, every step of the way.
• You will provide a personal ‘white glove’ service to customers, enhancing their design and installation services.
• You will be responsible for coordinating their customers journey from the point of purchase to completion of their chosen project.
• You will proactively communicate product and service information via outbound calling, act as a liaison, answer questions, as well as identify and resolve any emerging problems that their customers might face during their installation project.
• You will build strong relationships, collaborate and problem solve with key internal stakeholders, such as Design Consultants and Installers.
• You will help Wickes deliver on their promises, in style, ultimately helping their customers to feel house proud