Customer Care Advisor

We have a new opportunity available for a Customer Care Advisor to join the team based in Chorley. You will join us on a full-time, permanent basis and in return, you will receive a competitive salary of £23,000 per annum.

About us:

Hedges Direct Ltd are online hedging specialists, with decades of industry experience and a culture firmly focused on quality and service. We supply large quantities of hedging to landscapers, garden designers, builders, hotels, pub chains also a significant proportion of retail customers across the UK and parts of Europe.

Working Hours: 40 hours per week - Monday to Sunday, 8 hour shifts between the opening hours of 8am and 8pm on weekdays and 9am to 5.30pm on weekend days (applications for candidates for part-time hours to be worked as a job share will be considered).

The Customer Care Advisor role:

As our Customer Care Advisor, you will be working across multiple brands, in a busy e-commerce business. You will deal with a high volume of incoming communications and proactively outbound customers from both retail and trade.

Key responsibilities as our Customer Care Advisor:

• Deliver a first-class customer experience offering advice or resolving customers queries.
• Handle a high volume of customer communications.
• Manage customers’ expectations, be honest, supportive, professional and friendly.
• Deal with customers queries promptly and provide first contact resolution where possible.
• Where customer queries cannot be resolved in the first contact, communicate with the customer what will happen next.
• Do what you say you are going to do and always go back to the customer in a timely fashion.
• Call customers with updates on their orders.
• Call customers with details of delays or problems.
• Work with other departments within the company to ensure we manage any complaints or issues with a good result for the customer. Particularly, Nursery, Transport and Sales.
• Feedback to Customer Care Manager anywhere you think we can improve the customer journey.
• Work on aftersales initiatives and ensure customers can buy plant feed and any after sales products available.
• Encourage customers to review us on the review platforms we have.
• Respond to customer queries in a timely fashion and provide clear, concise advice.
• Other ad hoc sales and service administration tasks

Skills and experience required as our Customer Care Advisor:

• Empathy
• Good listening skills
• The ability to diffuse potential situations
• Strong effective communicator
• Motivated and driven
• Customer Care or call centre experience
• Confident personality with a can-do attitude
• Works well under pressure
• The ability to work independently and as part of a team
• Excellent written and verbal communication skills
• Impeccable attention to detail
• A proactive person who will use their initiative
• A self-starter with a willingness to learn
• Organised with good time management
• Good IT skills and proficiency in Microsoft Excel and word

Benefits you will receive as our Customer Care Advisor:

• 33 days holiday (including Bank Holidays and extended Christmas break)
• Free tea, coffee and refreshments
• Free on-site car parking
• Birthday Day Off
• Employee Discount Scheme
• Enhance Maternity and Paternity Pay
• Company Sick Pay
• Life Circumstances Leave
• Company Social Events
• Holiday Buy Back Scheme
• Volunteering Days
• Recommend a Friend

If you feel you have the required skills and experience to join us as our Customer Care Advisor, please click ‘apply’ now, we’d love to hear from you!