Customer Care Consultant

Stannah Group; Andover; Ibrido; GBP 24.000 - 30.000; Tempo pieno

Vantaggi offerti da questo lavoro

Market Aligned Salary

Profit Share Bonus Scheme

25 days holiday

Holiday buy scheme

Pension Scheme

SimplyHealth Cash Plan

Life Assurance Scheme

Long Service award scheme

Employee Assistance Programme

Enhanced maternity and paternity provi

Descrizione del lavoro

Stannah Group is seeking a Customer Resolutions Advisor to join the Customer Service team at our Head Office in Andover. You will handle customer queries post-installation, work with engineers and contractors, and strive to resolve issues quickly and professionally, delivering positive outcomes for customers and the business.

The role offers a 12-month fixed term contract with a salary of £27,000 per annum, with a hybrid working pattern after training.

Competenze

• Experience in customer service, complaints handling, retail, hospitality, contact centres, administration or another customer-facing role.
• Excellent verbal and written communication skills.
• Friendly, professional and empathetic approach.
• Strong organisational skills and the ability to manage multiple priorities.
• The confidence to handle challenging conversations and find practical solutions.
• A positive attitude and willingness to learn.
• The ability to work collaboratively with colleagues across different teams.

Mansioni

• Managing customer queries and resolutions via telephone, email and written correspondence.
• Investigating customer concerns and coordinating with internal teams to identify effective solutions.
• Supporting customers throughout the resolution process, keeping them informed and ensuring a positive experience.
• Liaising with engineers, contractors and colleagues to minimise disruption and resolve issues efficiently.
• Maintaining accurate records of customer interactions and agreed actions.
• Building strong working relationships across the business to achieve the best outcomes for customers and Stannah.

Conoscenze

Verbal & written comms

Empathy

Organisation & multitasking

Conflict handling

Positive attitude

Team collaboration

Descrizione del lavoro

Company Description

Stannah is a family-owned manufacturing and engineering company. Our products move people and goods in and around homes and buildings. We make life easier for people. We do this by improving access for greater convenience and independence.

Company Description

Stannah is a family-owned manufacturing and engineering company. Our products move people and goods in and around homes and buildings. We make life easier for people. We do this by improving access for greater convenience and independence.

Joseph Stannah founded the business in 1867. A lot has happened since then and today Stannah is a global business. The family is in their fifth generation and plays a hands-on role in running the business. Most people know us for our stairlifts. Our range of products includes lifts, escalators, and homelifts. We also provide maintenance and repair services.

Job Description

Customer Resolutions Advisor Jobs in Andover at Stannah - Join Our Team!

At Stannah, we're looking for a Customer Resolutions Advisor to join our Customer Service team based at our Head Office in Andover. In this role, you'll be at the heart of delivering excellent customer experiences, supporting customers following the installation of their lift and helping to resolve any issues quickly, professionally and effectively.

You'll work closely with customers, engineers, contractors and colleagues across the business, taking ownership of queries and finding solutions that deliver positive outcomes for everyone involved.

As a trusted British family-owned business with over 150 years of experience, Stannah offers a supportive environment where you can develop valuable customer service, problem-solving and stakeholder management skills while making a genuine impact on our customers' lives.

This is a 12 month fixed term position offering a salary of £27,000 per annum

Working Hours

• Monday to Friday between 8:00am and 8:00pm
• Weekends between 9:00am and 5:00pm

Shifts are planned in advance and shared across the team to ensure a fair and balanced rota. Following successful completion of training, you'll benefit from a blend of home and office working.

Customer Resolutions Advisor Responsibilities

• Managing customer queries and resolutions via telephone, email and written correspondence.
• Investigating customer concerns and coordinating with internal teams to identify effective solutions.
• Supporting customers throughout the resolution process, keeping them informed and ensuring a positive experience.
• Liaising with engineers, contractors and colleagues to minimise disruption and resolve issues efficiently.
• Maintaining accurate records of customer interactions and agreed actions.
• Building strong working relationships across the business to achieve the best outcomes for customers and Stannah.

Please see the full job description here: Customer Resolution Advisor Job Description

Qualifications

Customer Resolutions Advisor Requirements

We're interested in people who genuinely enjoy helping others and take pride in delivering excellent service.

You may already have experience in customer service, complaints handling, retail, hospitality, contact centres, administration or another customer-facing role.

You'll also have:

• Excellent verbal and written communication skills.
• A friendly, professional and empathetic approach.
• Strong organisational skills and the ability to manage multiple priorities.
• The confidence to handle challenging conversations and find practical solutions.
• A positive attitude and willingness to learn.
• The ability to work collaboratively with colleagues across different teams.

Additional Information

Benefits Include

• Market Aligned Salary, paid on a monthly basis
• Profit Share Bonus Scheme, paid to all employees every quarter. Based on Group Company profits
• 25 days holiday, plus bank holidays
• Holiday scheme to buy extra days’ annual leave
• Pension Scheme. Matched contribution/salary sacrifice
• SimplyHealth Cash Plan. Allows you to claim towards health costs. For example, dental, optical, physiotherapy, chiropody treatments and more
• Life Assurance Scheme
• Long Service award scheme, with holiday benefit
• Company Benefits Discount Rewards Scheme. Includes shop discounts, hotel discounts, days out, and more
• Employee Assistance Programme. A workplace initiative to support and enhance well-being
• Enhanced maternity and paternity provision

Stannah Group is an equal opportunities employer. We welcome and encourage applications from candidates of all backgrounds, identities, and abilities.

We are a Disability Confident Committed Employer. We treat all our job applicants fairly and with respect. Our employees are the heart of our business.

We take great care to create a working environment where everyone feels valued. Join our team and be a part of our diverse and inclusive community!

We reserve the right to close this vacancy early if we receive high numbers of applications for the role.

Appropriate right to work must be held by applicants. Sponsorship is not available.