Customer Care Advisor

Neom Ltd; Harrogate; On-site; GBP 25,000 - 30,000; Full time

Job summary

Join NEOM Ltd as a Customer Care Advisor in Harrogate, where you'll enhance customer experience across all digital platforms. This full-time role demands a passion for customer service and effective communication as you engage with customers and assist in building lasting relationships. With a focus on wellbeing, NEOM offers generous holidays, health benefits, and opportunities for personal development.

Benefits

25 days holiday plus bank holidays

Time off on your birthday

Wellbeing time off

Monthly NEOM product allowance

Health care cash back plans

Time off for volunteering

Qualifications

• Minimum of two years' experience in Customer Care.
• Strong written and verbal communication skills.
• Desire to learn and develop, exceeding customer expectations.

Responsibilities

• Deliver a consistent, customer-centric experience at every touchpoint.
• Build and improve customer relationships, capturing feedback.
• Accountable for resolving customer contacts during the first interaction.

Skills

Interpersonal skills

Active listening

Written communication

Verbal communication

Attention to detail

Adaptability

Teamwork

Problem-solving

Tools

Zendesk

Shopify

Job description

The Role

We are looking for a Customer Care Advisor to join our Harrogate office team, looking after our online B2C customers! We have a full-time permanent contract available.Looking for candidatesbased within a commutable distance from Harrogate, North Yorkshire to work alongside our Customer Care team. This role is based on a five-day working week, with Saturday included as one of the standard working days.

NEOM is growing dramatically year on year with the focus to create the ultimate wellbeing community amongst our customers; a place to share, advise, relate, and emotionally connect. Customer Care Advisors deliver customer care across every digital touchpoint in line with the strategy set out by the Customer Care Manager. Being ambassadors for the NEOM customer across the business, utilising every opportunity to connect, push boundaries & provide feedback whilst providing an honest, genuine, and ‘real’ experience that customers will engage with.

We are looking for someone that is based within a commutable distance from our Harrogate office, in North Yorkshire. To work alongside the wider Customer Care team.This full-time permanent position is for 37.5 hours a week and require flexibility in working hours.

Why NEOM Wellbeing?

At NEOM Wellbeing, we’re more than just a company—we’re a movement. Our mission is to supercharge the wellbeing of our communities and our planet, to leave both in a better place. If you want to work for an award-winning, B Corp certified business, that is leading the way in Wellbeing look no further.

We couldn’t be NEOM Wellbeing if we didn’t look after the wellbeing of our own staff. With extra Wellbeing days, time off to volunteer, time off on your birthday, along with enhanced healthcare coverage, sick leave and competitive maternity entitlement, we’ve got you covered. Not to mention the NEOM goodies with a monthly product allowance and our great staff discount!

We are on the hunt for someone who lives our Values, is A Good Egg, someone that will Challenge The Status Quo and understands that a positive Attitude Is Everything! If this sounds like you apply below!

What You Will Do

• Deliver a consistent, customer-centric, passionate, and ‘real’ experience at every touchpoint
• Apply versatility throughout brand platforms, ensuring you are professional, coherent and in line with our values, tone of voice & brand including CRM tool, Live Chat, phones, social messaging, and product and site reviews
• Build & improve customer relationships
• Take every opportunity to capture customer data in order to expand the NEOM Community and encourage customer loyalty
• Timely and accurate provision of reporting to drive prioritisation of issues and performance vs SLAs
• Accountable for all customer care communication, striving to resolve a customer contact within the 1st interaction
• Select the most appropriate method of communication to seek rapid resolution for the customer contact, and adapt to suit each individual customer
• Work collaboratively within the team and to carry out all assigned operational and administrative tasks for the department - E.g., returns reports, Yopto reviews, customer satisfaction and customer feedback
• Report to the Customer Care Manager and communicating all outstanding issues, ensuring data-driven feedback is prioritised for solution finding, proposals for improvement, analysis & development ideas
• Optimise product knowledge, wherever possible maximising selling opportunities
• Responsible for proactive customer care activities to reduce inbound customer contacts

• A minimum of two years’ experience within Customer Care
• A desire to always learn and develop, aiming to exceed customer expectations and create best-in-class experiences at every opportunity
• Ability to work collaboratively with a positive, growth mindset
• A true team player - flexible, adaptable, and able to manage a variety of tasks
• Excellent interpersonal and active listening skills
• Strong written and verbal communication skills and attention to detail
• Experience using Zendesk (or similar CRM tool) preferred, but not essential
• Experience using Shopify (or similar) preferred, but not essential
• Ability to learn and use IT systems

• TIME TO CHILL - 25 days holiday plus bank holidays
• BIRTHDAY TREAT - Time off on your birthday
• WELLBEING TIME - take some time to recharge and reset
• NEOM GOODIES - A free NEOM product each month, plus staff discount for you to enjoy
• HEALTH CARE - Cash back plans, outpatient cover, GP consultations, therapies and mental health support
• DO GOOD, FEEL GOOD - Time off for you to volunteer, plus support for personal fundraising efforts

Apply Now

If you’re ready to share some Good Vibesin Customer Care and join the team at NEOM Wellbeing, apply below, we can’t wait to hear from you!