Customer Service Advisor (3 month fixed term contract)

We are looking for Customer Service Advisors to join Team OB working either full time or part time, on a 3 month fixed term contract starting from 21st October 2024

• Contracts - Full time - 37.5 hours per week or Part Time – 22.5 hours per week
• Shift times vary and will include any of the following – (8:00 – 16:30), (9:30 – 18:00) or (11:30 – 20:00)
• Must be available at weekends. One weekend day will be included in the shift pattern.
• Hybrid role – 3 days working from our office & 2 days working from home if working full time. This will be 1 day working from home and 2 days in the office if part time.
• Computer equipment provided. Requirement - Fibre broadband connection for working from home days.

As a Customer Service Advisor at OB, you will join the team on a 3 month fixed term contract, helping to spread some seasonal joy. You will deliver a great customer experience and be the first on hand to answer and listen to any questions, queries, compliments or concerns.

Our customers are at the heart of Oliver Bonas so you will support and communicate effectively by following our customer service procedures and guidelines, providing exceptional service and owning any queries from beginning to end.

Maintaining excellence as well as creating seasonal magic is what makes our Customer Service Team tick during our busiest season, so come and join us and be part of Team OB.

Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We are hybrid working company, working in the office and from home and are open to having conversations about working flexibly.

A bit about us …

At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work.

Having fun is key, and a playful and positive approach creates an optimistic environment. We don’t take ourselves too seriously, but we are serious about what we do.

Our team knows their stuff. They’re confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with

More about the role …

OB’s Customer Service Advisors will:

• Answer customer queries via email, chat and phone in a timely manner.
• Support aspects of the customer experience from product queries and store opening hours to delivery, tracking and customer aftercare.
• Provide exceptional customer service and computer admin support.
• Be confident communicating on the phone and online through email and live chat.
• Build strong working relationships with internal teams.
• Process customer returns and replacement orders through our in-house systems.
• Log and track all customer contacts through our CRM system and update order statuses.
• Check product stock levels online and in-store and where necessary.
• Be system confident and quick to learn.
• Collaborate within our CS Team to provide the best outcome for our customers.
• Handle customer data in accordance with GDPR requirements.
• Have an understanding and interest in our products.

What we look for:

• Previous experience within customer service & strong computer skills are essential for this role.
• Ability to multitask and prioritise a variety of queries across different channels e.g. phone, email, live chat.
• A team player.
• Strong written and verbal communication skills.
• Ability to work in a fast-paced environment.
• Evidence of a strong Wi-Fi connection, you will need provide a speed test result.
• You will need a private, quiet space when working from home so you can support our customers effectively.
• Calm, patient, helpful and positive nature.
• Adaptable to change and willing to embrace new ideas.
• Solutions-focused and able to diffuse any challenging conversations with customers.

Bonas Benefits:

• Generous seasonal employee discount on OB products.
• Free access to our 24 hour employee assistance programme with Care First – offering financial, emotional and vocational support.
• Free access to our onsite gym.
• Refer a Friend incentive.
• Quarterly free lunch.
• Equity, Diversity and Inclusivity Voice network and EDI team.
• Mental Health First Aider support.
• Education and support throughout Looop eLearning platform.
• An opportunity to work at the highest placed retailer in Glassdoor’s Best Places to Work in the UK list 2022.

Equity, Diversity & Inclusion at OB

At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.

It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.

Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.

To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity