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Customer Service Adviser

Company: Co-op Group    Location: Manchester

Circa £20,000 p/a + amazing benefits (Grade G)

Manchester city centre

37.5 hours per week – Monday-Sunday 8:45am-7pm

15 vacancies

We’ve gone through a lot of change at Co-op. In every part of this business you see it. Our rebrand and new Membership offer are the talk of the industry, and our family of businesses each play a huge part in supporting the communities we serve. Our award-winning and multi-skilled contact centre, right here in the heart of Manchester, is integral to becoming a truly member-centric organisation. We’ve grown so much over the last 18 months that we’re now looking for 15 customer service advisors to join our continually developing, ambitious and collaborative team.

As a customer service advisor at Co-op, we’ll look to you to provide a first class customer service with a difference. You’ll be answering external calls emails and social media interactions; handling complaints and making sure that any issues and problems are dealt with effectively. It’ll be up to you to use your initiative on a case by case basis; adapting your approach based on the situation at hand. Our service isn’t about scripts and keeping count of the minutes and seconds of calls. It’s about the quality of conversations and making sure our customers, members, colleagues and suppliers always get the personalised service we strive to deliver.

What you’ll do:

  • manage a range of queries from customers, members, colleagues and suppliers
  • handle Co-op Food store queries and any complaints about products
  • deliver a top class customer experience through various different channels, including; phone, email, letters and social media
  • manage high risk complaints on behalf of the exec
  • use your initiative to decide on the best approach for each case, escalating more complex issues to other teams and management
  • identify ways to improve our products, systems and process – taking responsibility for making changes with the rest of Co-op teams

To be successful, you’ll have experience in a similar customer service role where you’ve had to adapt your style and approach depending on the situation at hand. You’ll be used to working under pressure, handling queries and complaints efficiently, and understand that our shift patterns run between 8:45am and 7.00pm Monday to Sunday. If you’re passionate about developing your profile as well as delivering a great customer experience, we can offer you a real opportunity to progress with our award-winning collaborative and energetic team.

We’d love to speak to you if:

  • you can demonstrate a real commitment to deliver a great service in a contact centre environment
  • you thrive at the opportunity to deliver excellent un-scripted customer service where you can make quick decisions
  • you’re used to working to KPIs
  • you’ve experience of responding professionally to queries via email, letter and over the phone
  • you’re passionate about improvements, progression and development