Inbound Call Centre Agent

At Loaf, our customer service team is all about making our customers happy. We call ourselves a Conversation Centre - it’s all about having a great conversation with our customers, either when taking an order or dealing with any issues they’re having during the order process or after delivery.

We don’t ask that you follow a script, we want you to be yourself, but we do ask that you put our customers at the heart of everything you do and give them the best possible care and attention.

We’re open 7 days a week, usually from from 8am to 6pm so you’ll need to be free to work different shifts and weekends on a rota, and you’ll live within a commutable distance to our offices in Nuneaton where you’ll be based Monday to Friday. You’re free to work from home when you’re rota’d to work a weekend.

So what does the job involve?

· Obviously, a passion for the brand and our lovely products!

· Liaise effectively with all other departments within Loaf

· Proactively improve the overall customer experience

· Help customers via the phone, email or live chat, always ensuring that you’re keeping other departments in the loop

· Informing customers of any product delays, handling queries and offering solutions

· Dealing with delivery failures and offering customers immediate solutions and advice

· Work closely with our delivery team ensuring that you are offering solutions within set guidelines - understanding the logistics challenges presented and how this might affect Loaf and the customer

· Resolve all customer questions and queries within set SLA's.

· Ensure that you always have excellent product knowledge - visit our Shacks as many times as you can!

· Take the initiative to deliver beyond the expectations set for your role, always striving to go above and beyond for the customer and your team.

What we would like you to bring to the table ...

· Previous experience working in a customer service role or Call Centre, working in a fast-paced busy team in an office environment

· Excellent listening, verbal, and written communication skills with a calm and patient approach

· The ability to problem solve and think on your feet

· Willing to go the extra mile (and then some) for every single customer

· A team player

· Good Microsoft Office skills

· CRM knowledge and experience useful, full training will be given

The Recruitment Process

If you’re shortlisted we’ll be in touch to set up a face to face interview in Nuneaton, it’s really important that you come and meet the team and see the office.

At Loaf, we're working really hard to be inclusive. No matter what identity or background, we want everyone to feel welcome in a place where we can all be ourselves.

We'd love you to join us on our journey.

Job Types: Full-time, Permanent

Benefits:

• Cycle to work scheme
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Paid volunteer time
• Referral programme
• Store discount

Schedule:

• Day shift
• Weekend availability

Ability to commute/relocate:

• Nuneaton: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you available to work on a rota, 5 days a week, including weekends?

Experience:

• customer service: 2 years (required)

Work Location: In person