Customer Service Advisor

Job Description:

Job Overview

Alexandra is the market leading provider of workwear in the UK with a 165 year history and Royal Warrant. The business is both enjoying and focused on further strong growth in both domestic and international markets. By joining Alexandra you will become part of Tailored Brands Corporate Workwear Division with our sister brands, Dimensions, Yaffy and Twin Hill.

This role and your team are key to Alexandra’s aim of placing the customer at the heart of our business. As part of a multimedia customer services team, this role is responsible for both order processing and responding to order queries however our customers choose to contact us. A self-motivated and enthusiastic individual your role will be to provide an outstanding level of customer service by identifying the customer needs and providing the best customer experience for each enquiry whilst maximising revenue at every opportunity.

Key Responsibilities

·Respond proactively to achieve first contact resolution of all enquires through a professional, approachable and warm service to deliver the teams KPI’s.

·Understand the customer needs to identify opportunities to add value to the interaction.

·Understand the wider company sales strategy to recognise sales leads and escalate as appropriate to support business and the team’s objectives and targets.

·Establish and build effective working relationships with both internal and external customers, demonstrating excellent communication skills.

·Support team development by participating in ongoing personal learning & development and training colleagues as directed by your manager

·Use product knowledge to identify and support the right uniform solution for the customer

·Work as part of the team to meet customer delivery expectations (on time in full)

·Deal with conflict confidently to resolve customer queries and complaints whilst adhering to company policies and procedures

·Process orders accurately and securely

·To be flexible and adaptable, supporting continuous process improvement that ensures a first class service

·Any other duties which may reasonably be requested from time to time

Knowledge, Skills and Experience Required

·Proven customer service experience is essential

·Excellent communications skills both verbal and written

·Demonstrable sales skills including switch and ad selling

·Commercial awareness to support business focussed decision making

·Proactive, problem solver

·Numeracy

·Organisational skills, including prioritisation that enables the business to meet its SLA’s

·Proven ability to build rapport with customers and ability to confidently manage challenging scenarios through varied media channels i.e. phone and e-mail and web chat

·Aptitude to learn

·Attention to detail and accurate data entry

·Computer literate with confident systems knowledge including Microsoft Outlook and Excel and experience of CRM systems.

·Team player supporting the delivery of the Customer Service targets and development of colleagues

Person Specification – Competencies

Process Competencies

Planning & Delivery of Work – 1

• Deals with varied situations with limited guidance
• Leads by example when spending money and managing business relationships and risks
• Ensures appropriate levels of resources and capability are available to deliver to plan
• Promotes and enforces appropriate business rules/values/objectives
• Ensures policies are consistent with the principles and mechanisms of accountability

Decisions Making - 1

• Tailors own work practices
• Willing to take decisions within role
• Shares appropriate and timely information with others
• Gathers information from appropriate sources to make routine decisions

Analysis and Use of Information - 1

• Interprets methods used for gathering and summarising data
• Recognises problems with their remit
• Interprets basis written information
• Attentive to detail
• Follows guidelines to identify issues

Change Competencies

Influencing - 1

• Gives and receives constructive feedback
• Seeks timely clarification to verify understanding
• Expresses a difference of opinion in a controlled manner
• Supports team members working on the same or related work onjectives

Managing Change – 1

• Open to change initiatives and new ways of working
• Participates in change initiatives
• Willing to learn new things
• Supports colleagues in understanding change

Continual Improvement - 1

• Open to learning new things
• Responds positively to feedback from others
• Identifies mistakes and takes constructive action to ensure lessons are learned
• Makes business and efficient improvements through use of appropriate systems and tools

People Competencies

Organisational Awareness – 1

• Takes responsibility for completing the job at hand
• Complies with company policy and procedure
• Can describe Mi Hub core values and objectives and how they relate to their function
• Knows how their job contributes to the success of the business
• Understands and contributes to their managers/function objectives

Communicating with Others - 1

• Actively listens to people
• Speaks clearly and concisely
• Can write in a way that meaningful to the reader
• Uses jargon free language

Working with Others - 1

• Informs, consults and influences partners/stakeholders using a range of communication mechanisms
• Engages with relevant experts to gather and evaluate evidence
• Shares and implements good practice with internal and external colleagues and customers
• Works with senior partners/stakeholders

Customer Focus - 1

• Recognises customers and the need to deliver in line with expectations
• Work as part of a team to meet customer delivery expectations
• Responds quickly to meet the immediate and obvious needs of the customer

Life Working at Mi Hub:

· We have a flexible working and agile working policy allowing you the ability to tweak your working day.

· We take huge pride in our CSR policy and our impact on the environment with multiple initiatives to minimise the impact on our planet.

· We take holidays really seriously and offer 25 days holiday plus Bank Holidays to be able to have that time doing whatever you love outside of work.

· We also support you on a day-to-day basis with access to an Employee Assistance Programme covering mental health, well-being, financial and legal support.

· We have a vibrant and busy social calendar driven by our desire to raise funds for local and national charities, supporting a number each year

· We also look after your loved ones with a 3x death in service life insurance scheme should the worst happen in your employment with us.

· We love celebrating long service and are proud to have member of our team celebrate their milestone anniversaries with us.