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Customer Support Specialist

Topps Tiles
Job LocationLeicester
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Who we areBig things are happening at Topps Tiles. As Britains largest specialist tile retailer, selling only the very best quality on-trend products, £1 of every £3 spent in the UK domestic tile market is spent with us. Weve got over 300 stores and just hit recordsales of £223m. And were as big on career opportunities as we are on outstanding service and great value. After all, its brilliant, friendly, knowledgeable people that make us special. Right now were on a journey of exciting growth, as we build on sevenconsecutive years of successtheres never been a better time to join the Topps Tiles family.The RoleYou will be the first point of contact for customers who interact with us by phone, email or live chat after placing an order on our website. You will offer world class customer service to these customers and help them along their journey, whether thatsinspiring them with design or sorting out an issue with a delivery. You will work with the team to provide constructive feedback on areas of the business that you feel are causing friction in the customer experience, with the desire to continually make improvementsthat enhance the customer journey. You will be aware of situations that may escalate into further complaints and have a solution-based mindset that means these are resolved in a fast, friendly and fair manner wherever possible.Key ResponsibilitiesCustomer

  • To offer enthusiastic, friendly and positive support to enquiries made by phone, email or via Live Chat
  • To aim to resolve situations that may lead to escalated complaints in a fast, friendly and fair manner, working alongside the Customer Support Manager, Store or Area Manager where appropriate. Where these cannot be resolved, you should complete an effectivehandover of the case to the Customer Care team.
  • To be passionate about providing brilliant levels of support
  • To constantly look for ways to improve the customer experience, and to challenge normal practises and processes where you feel these create friction to our customers or impact on the customer experience.
People
  • To have an enthusiastic and positive mindset when assisting customers and colleagues
  • Feedback frequently on where you feel we have areas to improve to provide a better customer experience
  • Escalate to the Customer Support management team if you have concerns about the service or goods we are providing our customers
The PersonEssential
  • A personal drive to offer brilliant levels of customer support
  • An enthusiastic and positive approach mindset
  • To be thorough with all work and completing tasks end to end
  • A customer first mentality, solving the issue at hand then looking for the learnings
  • A focus to continually look for ways to improve the customer experience
Desirable
  • An understanding of our products and processes
  • Previous experience of customer support
  • Experience of escalated complaint resolution
  • Experience of working with colleagues to drive business change
What well do for youIn a culture where hard work is recognised and great results are rewarded, you can look forward to a company bonus that will give you a share of our success as well as a bonus based on your personal performance (up to 20% of your base salary). Then theresa generous staff discount, a Share Save scheme, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus flexible working, free on-site parking, generous discounts on products and servicesand more. A lot more. Were committed to promoting talent from within too, which means youll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.

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