Customer Care Specialist

Job Description

About Bensons for Beds No one size fits all when it comes to finding the perfect sleep experience for customers and thats why at Bensons for Beds we put Sleep Wellness at the heart of everything we do. With nearly 70 years of retail and 100 years of manufacturing experiencein sourcing the best quality beds, frames and mattresses, at Bensons we understand how to design the perfect, tailored sleep experience.We have 190+ locations across our retail, manufacturing and distribution sites, employing c 1800 colleagues. Under new ownership of Alteri Investors we have an ambitious 3 year plan to grow the business further and achieve our mission of becoming the marketleading bed retailer with a strong omnichannel presence. Our Benefits! In return for your contribution to the teams performance, we offer a competitive base salary plus all these extra benefits:

• *Employee discount scheme for Bensons products
• *Perks discounts from numerous high street and online retailers and service providers to save you money on your everyday purchases and bigger expenses such as holidays and travel, electrical goods, motoring and leisure products etc.
• *Pension schemeprovided by Legal & General
• *Healthshield cashback options for Health and wellbeing services (dental, optical, virtual GP, other hospital services and more)
• Access to Retail Trust services (guidance and support on retail issues, mental health, wellbeing & financial topics)
• Learning and development programmes to gain new knowledge and skills
• Career progressionaccess to internal opportunities to build your career within Bensons for Beds
• *Long service awards and Love to Shop voucher rewards to spend as you like
• 28 days holiday, rising to 31 after 2 years service

(*qualifying periods apply) The Role - Customer Care Specialist We are currently looking for an experienced Customer Care Specialist join our Customer Care team.Start Date: 4th January 2022Representing the Bensons brand, our Customer Care Specialists make a real difference and valued contribution to our customer experience and how they are treated on their journey from purchase to delivery. We have a great team and working environment andare ready to welcome some new colleagues to the team.Full training providedto ensure you have the knowledge and skills you need to be successful!Daily responsibilities include:

• Consistently delighting our customers (internal and external) in all interactions (verbal / written)

• Promoting and driving a 1st call resolution whenever possible
• Achieving company targets and kpis as set by the leadership team and Customer Service Managers
• Ensuring agreed service levels are met in regards to responding to customer calls and correspondence
• Ensuring call conversations are logged and adequate notes are taken and logged during the call
• Resolving complaints to a high standard and maintaining the reputation of Bensons for Beds

• Being bold enough to make decisions and take ownership when resolving customer complaints
• Managing administrative duties and producing reports in line with business standards and processes
• Communicating with various stores, distribution centres, and suppliers to get the required information
• Upholding company policies and procedures

This is a full-time position (37.5 hrs/wk) based from our dedicated customer Contact Centre in Huncoat, Accrington. Shifts between the hours of 8am to 6pm Monday to Friday, including working one Saturday in three. Skills needed We are looking for a Customer Care Specialists who are devoted and passionate about delivering first-class customer service and representing the Bensons brand. Driven to achieve excellence in your work and contributing to business improvements, daring tochallenging the norm if you think theres a better way! Other skills youll need include:

• Customer service experience with effective and clear verbal and written communication skills
• Taking pride in your work and caring about doing a good job to ensure our customers are happy
• Previous complaint handling experience, able to explain the circumstances and resolution in a reasoned and balanced way, remaining calm and professional at all times

• Ability to empathise with the customer and understand their query, taking ownership to resolve it for them
• Able to work at pace and sometimes under pressure, meeting agreed timelines and targets
• Good problem solving skills, providing logical and deliverable solutions
• Able to use IT packages to upload data and check the status of cases, running reports etc.

Apply now! If you love working with a great team, engaging with a variety of challenges, growing your skills and developing new ones then click now to apply to join us!There is a brief online application process to complete, to tell us about yourself, answer some questions and confirm your eligibility. Well reply to you asap!