Customer Care Team Mate (12 Month Mat Cover)

New Look; Weymouth; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Staff discount

Discount platform access

Virtual GP

Life assurance

Extra leave

Birthday day off

Parental leave

Season-ticket loan

Cycle2Work

Retail Trust partnership

Job summary

New Look in Weymouth is seeking an enthusiastic Customer Care Advisor (Team Mate) to cover a mat leave until November 2027, delivering our Care & Easy promise across live chat, social media, email and voice. Youll contribute to a fun, supportive team, help customers, build relationships, and uphold our values; we offer discounts, life assurance, and flexible leave options.

Youll join a brand with 55+ years in fashion, focusing on customer-centric service and a positive company culture, with

Qualifications

• Experience in a customer facing environment.
• Ability to respond clearly and professionally across channels (live chat, social, email, voice).
• Passion for delivering great service and helping customers.

Responsibilities

• Contribute to a fun and happy environment by doing your best for our customers every day and being an active member of the team.
• Use your engaging personality to create personalised responses to customer queries via live chat, social media, email and voice.
• Treat our customers as friends and make it easy for them to get the answers they need.
• Understand New Look processes and policies but go above them to retain customers.
• Aim to resolve queries at first contact and anticipate additional questions.

Skills

Customer service

Live chat

Communication

Team player

Job description

We’re the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.

By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.

The Role - Mat Cover Role until November 2027

New Look prides itself on giving outstanding Customer Care to all its customers.

Our Customer Care team based in Weymouth speak to 10000 customers a week via our digital contact channels, we also help and support our internal store teams.

At New Look Customer Care, we’re committed to:-

• Showing our customers that we genuinely care
• Making it easy for customers to get answers to their questions
• Adding value back into the wider New Look business

Our Advisors (known internally as Team Mates) are responsible for helping our customers via a variety of channels including live chat, social media, email and voice.

Through your conversations with customers, you’ll personally deliver our Care & Easy promise on a daily basis and contribute to the continued success of our Customer Care contact centre operation.

WHATS IN IT FOR YOU:

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave (after 2 years’ service).
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

What you’ll be doing:

• Contribute to a fun and happy environment by doing your best for our customers every day and being an active member of the team
• Use your engaging personality to create personalised responses to customer queries via live chat, social media, email and voice
• Treat our customers as your friends and make it easy for them the answers they need
• Understand New Look processes and policies but recognise when you need to go over and above them in order to retain a customer
• Aim to resolve customer queries at the first point of contact, anticipating any additional questions your customers may have wherever possible
• Spot trends and serious/sensitive issues and elevate as appropriate
• Take a genuine interest in customer feedback about the service you’ve personally provided and work with your Team Leader on any areas for improvement
• Share ideas and suggestions to management and positively challenge things that cause issues for our customers.

Who you are:

• Positive, happy disposition with some experience in a customer facing environment, not necessarily contact centre
• Genuinely passionate about working with people; customers and colleagues
• Willingness to put customers first coupled with the ability to balance customer and business needs
• Able to focus on what can be done rather than what can’t be done
• Excellent all round communication skills
• High energy levels with the ability to work under pressure and to tight deadlines
• Able to build positive and constructive relationships with key stakeholders
• PC literate

Why New Look?

We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.

We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.

We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed

for the role.

Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process.