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Temporary Customer Service Advisors - Contact Centre Dobbies Head Office, Melville Nursery, Lasswade, Midlothian, EH18 1AZ

Role Overview
Here at Dobbies Garden Centres, Central Support Office we are looking for 3 experienced Customer Service Advisors on a temporary basis for a minimum period of 3 months to join our team.  Our Customer Service Advisors are dedicated to delivering exceptional service and ensuring that all of our customers receive a WOW experience throughout their journey with us.   Working in a multi-channel contact centre requires a hunger and drive to respond to all customer enquiries in a professional way that builds long lasting relationships with customers whilst meeting or exceeding individual targets.

 Duties will include:

  • Engaging customers in conversations to understand their needs or issues and provide them with the best possible solutions or right first-time resolution.
  • Complaint resolution that exceeds our customers’ expectations.
  • Maintain and update our records for members of our loyalty scheme.
  • Reporting & analysis of issues in order to reduce contacts per order & cost of resolution.
  • Reporting & analysis of returns & replacements to highlight/resolve quality issues & damages.
  • Support store colleagues with home delivery.
  • Replying and interacting with customers on social media.
  • Delivery & returns info, store hours, etc on website.
  • Resolving webchat queries.
  • Meeting/exceeding targets and KPI’s.
  • Liaising with delivery companies to ensure the smooth delivery of orders to customers.

You will be a highly motivated individual with a practical mind set, ensuring that tasks are undertaken with enthusiasm, best practice observed and tasks completed to a high standard where the interests of our customers are always put first.

Skills and Experience Required:

  • Previous experience of working in a contact centre or a similar retail customer service environment.
  • Strong interpersonal skills – can communicate articulately and effectively in writing and verbally.
  • Able to work collaboratively and build effective relationships.
  • Resourceful in their approach to resolving day to day operational issues and queries.
  • Highly organised with a flexible approach to work.
  • Resilient and resourceful with a ‘can do’ attitude with the ability to respond to reactive situations.
  • A high degree of integrity, confidentiality and commitment.
  • PC literate and a proficient user of the Microsoft Office Suite.
  • Flexibility to work 5 days out of 7 days, including weekends will be required to ensure we continue to provide our customers with high quality service.

What we offer

We offer 33 days pro-rated annual leave and a fantastic staff discount.

Do you think you’ve got what it takes to join our small but busy Customer Services team?  Are you passionate about putting the customer first?  Do you thrive on being part of a successful team that consistently delivers exceptional service?  If you have answered Yes then we want to hear from you.  Click apply now to send your CV and covering letter.

About Dobbies

For 150 years, the Dobbies name has stood for quality horticulture. During this time, we've been proud to provide the very best products and expert advice to gardeners throughout the UK.

Today, Dobbies is one of the UK's largest Garden Centre retailers. We have 40 Stores across Scotland, England and Northern Ireland. Naturally, we have one of the biggest and best ranges of quality plants and gardening equipment around.  You don’t have to be an avid gardener to enjoy Dobbies because, as well as having everything to make your garden grow, we have everything you need to simply relax and enjoy your garden – and much more.

Dobbies Head Office
Melville Nursery, Lasswade, Midlothian, EH18 1AZ

  • Job Ref DO3123
  • Branch Dobbies Head Office
  • Location Dobbies Head Office, Lasswade
  • Salary/Benefits Competitive Rate of Pay
  • Contract type Temporary/Seasonal
  • Hours Full Time
  • Shift pattern Flexible, working 5 days out of 7 days, including weekends
  • Hours per week 36.25 hours per week
  • Posted date 07/02/2019
  • Closing date 09/03/2019