Key Facts

Remote From:

Full time

Entry-level / graduate

English

Hard Skills

Database Application Escalation Management Multi-Channel Marketing Customer Relationship Building Claims And Litigation Management Organizational Structure

Other Skills

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Customer Service
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Investigation
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Quality Assurance
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Professionalism
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Calmness Under Pressure
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Cognitive Flexibility
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Resilience
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Time Management
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Teamwork
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Tenacity
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Lifelong Learning
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Verbal Communication Skills
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Empathy

Roles & Responsibilities

Excellent written and verbal communication skills, with ability to deal with difficult individuals professionally.
Strong administrative skills and ability to prioritise workload, including experience with desktop and database applications.
Self-starter who can work effectively both independently and as part of a team, with the ability to handle high workload and act on own initiative.
Tenacity, resilience, and proactive problem-solving; able to liaise across the business and with members.

Requirements:

Be the first point of contact for TopCashback members, maintaining professionalism, empathy and delivering high-quality service.
Manage daily enquiries and/or claims through support tickets, providing timely resolutions or escalation as needed.
Build rapport with members by identifying needs and guiding them to use TopCashback in the future.
Ensure all member contacts are logged in the system and that communications across channels meet the quality standards; escalate to the appropriate team when necessary.

TopCashback UK

Retail (Super / Hypermarket)

About TopCashback UK

We're here to help people save as much money as possible on their everyday spending. We have over 18 million members globally, work with over 5000 retailers and operate in three different continents. Although we have grown exponentially since the beginning in 2005, the commitment to the mission of being the most generous cashback company in the world remains the same.We are a company based on fairness. Treating people fairly is the heart of our business and our Fair Play policy. In a world where profit can seem like the only goal, we wanted to create and run a business based on different values.We’re extremely proud to provide an award-winning service to our members. Most recently we have won one of the most prestigious accolades for UK businesses -the Queen’s Award for Enterprise in International Trade. In 2016, 2017, 2019, 2020, 2021, and 2022 we have been awarded ‘Cashback site of the year’ at the Moneyfacts Consumer Awards. We have also won a range of accolades at the prestigious Performance Marketing Awards including Industry Choice of Publisher (won in 2016, 2017, 2018, 2019 and 2021) and Best Team in Performance Marketing (won in 2021).

Company type: SME

Industry: Retail (Super / Hypermarket)

Founded: 2018

Company size: 201 - 500

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Job description

Job title: Customer Service Advisor

Location: Stafford Office & up to 2 days remote working per week
Hours: 37.5 hours per week, Sunday-Thursday
Shift pattern: Sunday & Monday 9am-5.30pm, Tuesday & Wednesday 11.30am-8pm Thursday 9am-5.30pm

Salary: Real Living Wage

About us

TopCashback is one of the largest cashback sites in the world, dedicated to helping our members save money when they shop. The service simplifies the process of earning cash back on online purchases, supporting over 20 million people worldwide to reduce their shopping expenses and enhance their spending power.

With collaborations with more than 6,000 brands, we operate in the UK, US, China, Germany, France, Italy, Spain, and Australia. Our passion for saving money drives every decision we make, focusing wholly on the needs of our members, to whom we provide an award-winning service. Proudly, we are the recipients of the 'Cashback Site of the Year' award at the Moneyfacts Consumer Award nine times and hold a 4.5 rating on TrustPilot.

At TopCashback, since we began, we have been committed to building a fair, diverse and inclusive company. We believe that diversity and nurturing a culture where we can all be our true selves at work, makes us stronger as a business. We celebrate differences and foster a fair and equal environment for us all to flourish in. After all, we spend most of our time together.

With fairness at heart, we‘re committed to being an equal opportunity employer regardless of race, ethnicity, gender, sexuality, religion, disability, nationality, age or similar. Whoever you are, whatever walk of life you are from, we’ll welcome you to our TopCashback family.

The role

To ensure members remain our number one priority by taking pride in the service we provide through focusing on quality and timely responses. Develop and maintain positive relationships between TopCashback and its members, owning the contact and using ‘investigation’ skills to find appropriate resolutions.

Responsibilities

To be the first point of contact for Topcashback remaining professional at all times, showing empathy and providing the highest level of service to our members
To deal with all daily enquiries and/or claims generated by members through support tickets
Build rapport with our members by identifying their needs and engaging with them in such a way that they will want to use Topcashback in the future.
Provide a professional and timely response/resolve to member concerns and enquiries
To ensure communication across all channels is of the highest quality in line with the standards laid down in the quality framework
To ensure that all member contact is logged, as appropriate on the system
To liaise with other key office teams, networks and legal sources to further investigations if necessary to resolve a concern or claim
To ensure member contact, if escalated, is directed to the correct Customer Service Team Leader and/or department in line with the escalation policy

Requirements

Communication skills, both written and verbal
To be able to demonstrate experience of dealing with difficult individuals whilst remaining professional, tactful and calm at all times.
Able to work effectively as part of a team and under your own initiative
Administrative skills with the ability to prioritise workload effectively with pace and urgency.
Be a self-starter who is happy to work on a high workload without needing a high level of support. In addition they will need to be able to think on their feet and respond to customer queries in a timely manner and offer the appropriate solution or advice.
Flexible and open-minded approach to working with the ability to be organised. Tenacity, resilience and communication are key to the role as they will need to liaise with colleagues across the business as well as our members.
Working knowledge of desktop and database applications is required
Continuous learner with a desire to develop yourself and others