Are you an enthusiastic customer service advisor with a passion for providing a first-class customer service?

If your answer is ‘YES’, we want to hear from you!!

It’s all about you at Victoria Plum and we are looking for our next Customer Relations Advisor to join our outstanding Customer Excellence Department on a permanent basis.

The Role

This is a homebased role working as part of the Customer Excellence Department within the Customer Relations team. The successful candidate willdeliver excellent customer service by handling and resolving customer/supplier/ Driver queries. The role plays an integral part in customer service operations and is key to managing the Victoria Plum brand.

Joining as a Customer Relations Advisor you will handle a mixture of inbound and outbound interactions including emails and telephone calls with internal & external customers.

Who we are

Victoria Plum are one of the UK's leading online bathroom retailers supplying quality bathrooms to consumers and trade customers alike

What we can offer

Competitive salary
Pension
‍Cycle to work scheme
VP Employee discount
✂️Discounts off lots of well-known brands
Employee assistance programme
Life assurance
Online GP service
Gifts sent directly to your door from VP
Eye Care Vouchers
JUST ONE Tree donations

Roles & Responsibilities

• Handle a daily case load in line with the agreed KPI’s and objectives
• Provide a consistently high quality of customer service
• Provide feedback from customer interactions, to ensure any system/procedure/process issues are highlighted and feedback to your line manager to improve the ongoing customer experience
• Identify own development needs and engage support where necessary
• Engage with immediate and wider teams to share best practises
• Always ensure an up-to-date knowledge with company policies, procedures, initiatives, and promotions. With the ability to explain these to customers with authority and confidence
• Ensure technical knowledge is developed and maintained on all systems relevant to the role to support our brand, Colleagues and Customers
• Follow and implement all Victoria Plum procedures, legislative and regulatory rules
• Support any area of the business as required to resolve customer issues/queries
  

We are looking for someone with……

Mandatory

• A proven Customer Service track record within a busy contact centre.
• Effective written communications
• Experience representing and acting on behalf of a large brand or organisation.
• A positive attitude and good team player
• Problem solving and influencing skills
• Strong communication skills
• Ability to show empathy and build rapport
• A strong attention to detail, with the ability to work quickly and accurately to tight deadlines.
• Excellent communication skills both written and verbal
• Able to work confidently alone and as part of a wider team.
• Excellent organisational skills and a willingness to take ownership and accountability of work.
• Must have resilience & patience to deal with difficult situations.
• Must possess a strong customer service ethic with a passion for continuously improving the levels of service provided.
• Must take ownership and drive own personal development plans.
• Flexibility in working hours

Desirable

• Experience of working within an administration role
• Previous bathroom industry experience

Please note: The successful candidate on their first day will need to attend our Head Office located in Doncaster for an induction, equipment collection and identification checks.

At this time Victoria Plum will not be offering sponsorship opportunities for this position.

Recruitment Agencies

Whilst we make every effort to directly source candidates for our live roles, we do have a very small, preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our People Team or Hiring Managers. Any queries should be directed to [email protected] in the first instance.

GDPR

VictoriaPlum.com care about your privacy and we are committed to processing your personal information in accordance with the GDPR Data Privacy Laws. By submitting your CV you are agreeing to your personal data being retained in a secure location for up to 6 months to enable us to match and notify you of suitable opportunities. After this period your information will be confidentially destroyed.