Senior Customer Service Advisor

The role of Senior Customer Service Advisor is crucial to the smooth running and efficiency of the Brand Centre. It is pivotal in providing support to both Customer Service Agents and Team Leaders, across the in-house team and outsource partners., The on-site location for this role is our support office, 'Mint House', in Royston, Hertfordshire. Our home from the very beginning, it's just off the A505 and 10 minutes' walk from Royston train station, with direct rail links to London King's Cross.

What you'll be doing….

You will lead by example as an empowered and motivated member of the team, sharing customer service knowledge and experience to develop others, efficiently following processes and procedures whilst always looking for opportunities to optimise the way that we work.

Whilst this is a multi-skilled role, you may be assigned work in a specific area of the team - Telephone & Email, EComms or Order Processing. This may be your primary function, but your role will always remain multi-skilled, and you may be required to support in other areas of the Brand Centre on a regular basis.

You will provide support with leading the team during evening and weekend shifts.

• Setting the standards of behaviour and performance, the Senior Support role is key to deputising for the Team Leader and upholding high standards in all that we do. The role sits in-between leadership and our agents and uses both as opportunities for personal progression.


• You support Customer Service Agents by answering their questions regarding how to process a customer query and empowering them to provide 100% happiness to our customers every time. Sharing your knowledge and experience you guide them to the resolution which in turn educates, engages, and develops our agents.


• Achieve individual and team KPIs, Goals and Objectives.


• Uphold our Quality Monitoring standards by carrying out quality assessment and also delivering feedback provided by the Team Leaders on agent performance. Working with agents via 1:1's and side-by-side coaching, you will address any areas identified as below standard and share your knowledge and expertise to help drive their performance. Coaching and mentoring them to be the best they can be, and where applicable identifying training requirements and passing to the training team.


• Handle escalated issues and tasks that support both our consumer and B2B customers, problem solving and working in collaboration with other teams within the business to act on and pass on customer feedback. This requires an understanding of GDPR compliance and how to apply and adhere to this in a Call Centre environment.


• Allocating work to self and other Senior Supports whilst remaining agile across the wider team to ensure we prioritise what needs doing


• Stepping up to lead the team in the absence of the Team Leader


• Monitoring the Vocalcom Supervision Screen to ensure Customer Service Agents adhere to correct break statuses.


• Support Induction Training by participating in the delivery of the seasonal training of new starters. During peak times, lead a 'pod' of seasonal temps, managing their 1:1s and day to day coaching and development requirements, ensuring they achieve their personal KPIs. Includes managing some behavioral issues.


Telephone & Email Senior Support

Senior Support roles working in Telephone & Email have specific responsibility for maintaining a collaborative relationship with our Overflow Partners, supporting them to represent us with 100% happiness so it is invisible to a customer where their query has been answered. Support the Team Leaders with setting agent priorities and the transfer of calls, emails, and Live Chat between in-house and outsource teams and setting agent priorities to achieve best Service Levels.

Complete other ad-hoc tasks and responsibilities within the Brand Centre such as Refunds, Password Re-Sets, Retail Complaints, and any other reasonable task as requested by a Team Leader.

EComms Senior Support

Senior Support roles working in EComms have specific responsibilities around contacts, comments and messages received across all social media and website review platforms, including using exceptional brand voice to engage with customers on public platforms. Responsible for achieving Service Levels on social media platforms, Trustpilot and website reviews.

With exceptional brand voice you support the Marketing team with Social Media Community engagement, pro-actively searching for opportunities to tag the brand and interact with comments that have wider reach and go beyond providing basic service support.

Complete other ad-hoc tasks and responsibilities within the Brand Centre such as Refunds, Password Re-Sets, Retail Complaints, and any other reasonable task as requested by a Team Leader.

Order Processing Team

Maintain a collaborative relationship with Despatch team and ensure timely and correct despatch of all customer orders.

Maintain a collaborative relationship with the Regional Supply Planner team to manage any stock issues effectively. Includes making recommendations for substitutions and sending email mail merge information to advise of product swaps and service delays.

Manage the B2B process from quote, issuing invoices, imports and queries.

Handling escalated issues and problem solving, working in collaboration with other teams within the business to act on and pass on customer feedback.

Responsible for the processing of all reporting that impacts customer despatch; On Holds, Back Orders, CyberSource Reconciliation and Stock Shortfall.

From the On Hold report, identify and maintain a record of all fraudulent orders, review current processes to reduce risk and adjust the credit limit at peak times to balance order flow with spotting fraud. Share insight with Customer manager and Finance team.

Monitoring the Vocalcom Supervision Screen to ensure agents adhere to break times and use correct statuses.

Complete other ad-hoc tasks and responsibilities within the Brand Centre such as Refunds, Password Re-Sets, Retail Complaints, and any other reasonable task as requested by a Team Leader.


• Demonstrable success as a Call Centre agent, hitting performance targets around quality of service and efficiency.


• Excellent communication skills both written and spoken.


• Results driven, meeting or exceeding current KPI's or targets.


• Effective in offering customers appropriate resolution whilst delivering 100% Happiness and supporting colleagues to do the same.


• Able to challenge processes and procedures to demonstrate better ways of working.


• Intermediate level of MS SharePoint, Excel, Word and Outlook.


Desirable

• Ability to coach and mentor team members to increase knowledge and efficiency.


• Competent and knowledgeable with Elucid, Vocalcom and other CHT systems


• Familiar with areas of Call Centre compliance including adherence to GDPR guidelines and ensure that agents operate to required standards and requirements when talking to our customers.
  
  We're one of the UK's favourite premium chocolate brands, with a range of products spanning luxury gifts, alcohol and our pioneering drinking chocolate system, the Velvetiser .


A cacao pod takes years to grow - it can't be rushed if it's going to be just right for our products. The same can be said for Hotel Chocolat, which originally started as a mint production company before we realised it was luxury chocolate that we were really passionate about.

Now, we're market leaders in the industry. What began as an online-only business grew to over 100 stores across the UK, and we're still growing… Today, we're multi-category, multi-channel, and multi-territory, and our customers, colleagues, cacao farmers and suppliers all benefit from the success we make together.

As well as a competitive salary and a range of company benefits, you'll receive 50% discount on all products, and a 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.