Our Role
Christmas is a very special time at The White Company, and we need you to help spread the magic to our customers! You will be delivering PRIDE – our company values - at our most important time of year with your Dedication to your seasonal support and Passion for providing our special customers with excellent service.
As a Customer Service Advisor, you will work within our Customer Contact Centre and be our customers’ first point of contact. We are committed to delivering excellence, but our customer service team are there when things don’t go to plan. You will be responsible for listening to our customers, taking ownership and resolving customer cases, and being a brand ambassador. The successful candidate will have experience of working in fast-paced environment, problem-solving and achieving customer satisfaction.
Our customers are what matter most: being genuine, supportive, and taking responsibility for seeing issues through to completion is a key role requirement, as is a passion for delivering excellent customer service.
This is a
fixed-term contract role to cover our busiest peak months leading up to and including Christmas, so come and join us throughout this magical season.
Requirements
Role Specific:
- The start date for this role will be either 19th August or 2nd September,
- If successful, you will receive a three-week full training via Teams to start your role with confidence. The training is mandatory for your success in this role,
- This is a working-from-home 37.5-hour-a-week contract,
- You will be required to work a rotating three-week shift pattern and be fully flexible to work between the hours of 8am and 10pm as well as 1 in 3 weekends,
- The contract will run until 1st February 2025.
IT Equipment:
As you will be working from home, you will be required to have access to the following to be considered for this position:
- A working Windows laptop/desktop with Windows 10 minimum – sorry, no MACs!
- Consistent reliable Wi-Fi with a minimum of 20mbps speed (you will be asked for proof of this through speedtest.net)
- You will need to have a private space to work from away from distractions, where you can take calls uninterrupted and a headset.
If you are invited to a first-stage interview, you will be asked to email a picture of the above before we are able to progress with your application.
What you'll be doing
Customer Service -
‘By our customers side whenever they need us’:
- Build enduring customer relationships with effortless valuable interactions,
- Taking ownership of customer contacts across our channels. This is predominately voice but include emails, chat and socials,
- Striving to deliver first contact resolution to ensure high levels of customer satisfaction,
- Adhering to the company guidelines when interacting with customers,
- Maintaining accurate customer records within our Case Management System.
Brand Ambassador:
- Having a passion for our product,
- Being actively engaged with our internal communications, training, and processes,
- Interacting with our customers in line with our quality assurance framework,
- Working collaboratively with your team,
- Achieving KPI’s and objectives that align with our PRIDE values and customer service strategy.
Performance:
- Delivering contact centre and customer service KPI’s including call handling time and quality assessment,
- Confidently use a variety of systems,
- Taking ownership of your development by attending regular 1:1’s and being responsive to feedback,
- Adhering to schedules and carrying out tasks as required.
What we’ll offer you
At The White Company, we value our employees for always going the extra mile for every one of our customers; we reward this with great benefits and competitive salaries.
- Up to 50% off on your beautiful product,
- Holiday - 23 days rising to 25 (pro-rata) with length of service,
- Pension Scheme - enrolled in our Group Personal Pension schemes upon joining the business.
- Perkplace Benefits Platform – offering a variety of discounts across well-being and lifestyle,
- Wagestream Money Management app - access to Wagestream gives you power over your pay and supports financial wellbeing
- Continued Development – We offer structured support from our own in-house Learning and Development Hub.
Our Equality Diversity and Inclusion statement of commitment
At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities.
We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong.
We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process.
We'd love you to join us on our journey.
Our Sustainability statement of commitment
We are committed to building a sustainable legacy that will enable a brighter future for people and our planet.’ We believe this should be reflected in everything we do.
