Premium Service Advisor (6-Month FTC)

Posted: June 2022

Hours: 37.5

Location: Thornbury

Salary: Up to £22,000.00

Closing Date: 21st June 2022

Job Description:

Role Summary

Alexandra is the market leading provider of workwear in the UK with a 160 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.

The role is key to Alexandra’s success as you will be responsible for providing a premium customer service to identified key accounts, acting as a key interface with the customer and working in partnership with the Account Manager in Sales. The Premium Service Advisor, will ensure smooth customer service of key accounts on a day to day basis and in addition will support the Customer Operations team with projects.

As a self-motivated and proactive individual your role will be to provide an outstanding level of customer service by understanding each customer’s account plan to provide the relevant service experience 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 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 specific account plans.
  • 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
  • Work as part of the team to meet customer delivery expectations as part of the key account plan and strategy
  • Pro-actively use product knowledge to support serviced delivery e.g. suggesting alternative product to meet delivery dates.
  • Deal with conflict confidently to resolve customer queries and complaints whilst adhering to company policies and procedures.
  • Process orders accurately and securely.
  • Process and resolve service failures as a priority to support delivery of the teams KPI’s.
  • To be flexible and adaptable, pro-actively supporting continuous process improvement that ensures a first class service.
  • Ensure stock and delivery information is provided in a pro-active and timely manner
  • Take ownership of service delivery by liaising with other internal departments to provide timely information for the customer
  • Any other duties which may reasonably be requested from time to time.

Skills, Competencies and Qualifications:

  • Proven customer service 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.
  • Good knowledge of company processes
  • Computer literate with confident systems knowledge including Microsoft Outlook and Excel and experience of CRM systems.
  • Team player supporting the delivery of the targets and development of colleagues.

Key Interfaces

Key Customers, Sales team, Customer Service Team, Credit Control, Customer Operations.

Life Working at Mi Hub:

· We have a large, open plan office based in Castle Donington with plenty of amenities around us.

· 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.