Customer Service Advisor (12 Month Fixed Term Contract)
We are looking for a Customer Service Advisor to join Team OB in our Support Office on a 12 month fixed term contract. This will be a full time role on a Tuesday - Saturday shift pattern.
As a Customer Service Advisor at OB, you will play a key role in supporting our customers across live chat, email, phone and instant messaging, delivering outstanding service at every interaction while meeting targets and deadlines.
You will respond to questions, queries, compliments and concerns, ensuring every interaction is handled promptly, professionally and with care.
Excellent customer service is at the heart of Oliver Bonas, and maintaining this standard is key to the success of the Customer Service team.
Our Support Office is based in Tolworth, near Chessington, only a 30-minute journey from London Waterloo. We offer hybrid working with a split of 3 days in the office and 2 days home working per week, and are open to having conversations about working flexibly.
A bit about us …
At Oliver Bonas (OB), our values of Work Hard, Play Hard & Be Kind are integral to everything we do. Collaboration, imagination, curiosity, and teamwork are key to our success, and everyone has their part to play in making OB a special place to work.
Having fun is key, and a playful and positive approach creates an optimistic environment. We don’t take ourselves too seriously, but we are serious about what we do.
Our team knows their stuff. They’re confident and creative and unafraid to challenge convention to find solutions, taking accountability for their actions, but always with kindness and humility.
More about the role …
An OB Customer Service Advisor will:
• Work alongside the Customer Service team to support customers throughout the day, ensuring all enquiries are responded to quickly and effectively.
• Be confident working across multiple channels, including email, tickets, live chat and phone calls, while meeting your individual KPIs.
• Identify trends within the customer journey and escalate these, alongside ideas and solutions for improvement.
• Work with your teammates to ensure SLAs are met across all channels, identifying issues early and problem-solving to avoid breaches in target performance.
• Be confident handling customer complaints and demonstrate a good understanding of GDPR and Consumer Rights.
• Have a good understanding of customer service technology, including CRM systems, order management systems, finance platforms, social media, courier dashboards and AI tools.
• Log and track all customer contact, following ticketing protocols and updating order statuses accurately.
• Check product stock levels online and in store where necessary.
• Collaborate with the team to clarify facts, exchange information and resolve enquiries or issues in a timely manner.
• Maintain a calm and reassuring tone of voice that gives confidence to both customers and colleagues.
• Be flexible within the Customer Service team and work a shift pattern that may include overtime, weekend and evening work.
• Continue to learn and develop your knowledge of Oliver Bonas products.
• Escalate any critical issues affecting customers or Oliver Bonas to Customer Service Team Leaders and management to ensure appropriate guidance and resolution.
• Maintain a strong understanding of Oliver Bonas customer service procedures and internal policies.
• Embrace brand guidelines where required and act as a brand advocate through the quality of your customer engagement.
Bonas Benefits:
• Generous employee discount up to 50% off all OB products
• Free access to our 24 hour employee assistance programme with Optima Health – offering financial, emotional and vocational support
• Flexible holiday – 30 days (including bank holidays) – increasing to 35 days with length of service
• Annual discretionary profit related bonus scheme
• Free membership for our Westfield Health Cash Plan or Private Medical
• Auto-enrolment into our pension plan
• Free access to our onsite gym
• Cycle to work scheme
• Refer a Friend incentive
• Quarterly free lunch
• Enhanced maternity, paternity, adoption and shared parental leave
• Equity, Diversity and Inclusivity Voice network and EDI team
• Mental Health First Aider support
• Education and support through 360L eLearning platform
What we look for:
• A passion for Oliver Bonas as a brand and for delivering excellent customer service.
• Positive approach to working as part of a team.
• Strong commitment to delivering excellent customer experiences across all communication channels.
• Excellent people and interpersonal skills .
• Strong interpersonal skills.
• Curiosity about AI and an openness to using new tools and technology.
• Self-motivated and driven by targets and teamwork.
• Ability and confidence to identify problems and trends, using initiative to propose solutions with guidance where needed.
• A quick thinker with a positive, flexible and can-do approach, able to perform well in a fast-paced environment.
• Great energy and enthusiasm, with the ability to work effectively under pressure.
• A methodical worker with an organised and structured approach.
• Excellent written English and communication skills, with the ability to understand and respond to customer and business needs.
• A continuous improvement mindset, demonstrated through a focus on improving customer-centric measures.
• Adaptable to changing daily tasks and willing to embrace new ideas.
• Ability to handle challenging customer conversations and de-escalate situations effectively.
Equity, Diversity & Inclusion at OB
At Oliver Bonas, our promise is to do our bit to make living a joyful experience and give cause for optimism. This promise is central to our work in equity, diversity and inclusion (EDI). To bring joy to others, we must first ensure everyone at OB feels valued, included and most importantly, can be themselves at work.
It is important to us that our brand reflects wider society and the communities in which we operate. As a result, we welcome all eligible applicants for this role however we are particularly interested in speaking to eligible candidates from the Black, Asian & Mixed Heritage communities.
Oliver Bonas is a Disability Confident Committed employer under the Disability Confident employer scheme.
To read more about our ED&I commitments, head over to the EDI page on our website: https://www.oliverbonas.com/meet-the-team/diversity