Customer Resolution Specialist

ao.com; Crewe; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

33 days holiday

AO arena tickets monthly

5% pension contribution

Simply Health cover

Job summary

AO in Crewe is hiring a Customer Service Specialist to be the main point of contact for customer issues and enquiries. You'll work 37.5 hours a week on a permanent contract, based at Weston Road, Crewe, with a focus on delivering excellent service in a fast-paced environment.

You’ll handle inbound and outbound calls, prioritise customer needs, and collaborate with colleagues across teams to ensure on-time deliveries and a positive outcome for every customer.

Qualifications

• Experience in customer service or contact centre preferred.
• Strong communication skills, both verbal and written.
• Empathetic, patient, and able to manage challenging interactions.

Responsibilities

• Handle inbound and some outbound customer calls with a positive, solution-focused approach.
• Provide accurate information and resolve queries to ensure customer satisfaction.
• Collaborate with internal teams to coordinate deliveries and meet lead times.
• Maintain KPI targets and deliver high-quality service consistently.

Skills

Customer service

Communication

Listening

Team collaboration

Job description

• Hours: 37.5 per week (between 8am and 8pm)
• Job type: Full time and permanent contract
• Location: Weston Road Crewe, Cheshire,CW1 6GH

Making customers happy is at the heart of everything we do. As a Customer Service Specialist at AO you will be the main point of contact for all customer issues and enquiries. We treat every customer like our gran, and we’ll trust you to do the right thing. With support from the whole team around you including wider departments you will have the tools you need to provide the best customer service possible.

Here's What You Can Expect To Be Doing

You will be focussed on providing excellent customer service by answering all customer calls and provide a positive outcome on all queries making decisions your mum would be proud of, along with day-to-day queries and solving each problem with a smile. As a great listener, you’ll quickly build connections, and take a personal approach to all calls. Doing a mix of Inbound calls and Outbound calls making sure our customers deliveries fall in line with lead times, our postcode matrix and survey requirements to ensure each delivery is set up for success.

A Few Things About You

We are looking for someone who really cares about the service that we deliver to our customers, being driven to achieve set KPI’s while remaining customer focused.

Although a contact centre background is not essential for this role, You will need to have a clear understanding of what makes great customer service and have some customer service skills.

Having the ability to listen and understand customers, having strong communication skills is essential with a can-do attitude.

We know we work better when were together, so all our AOer’s come into the office across all 7 days. We collaborate more easily, have continual conversations were more creative, give better support and all this makes us more motivated and even better at what we do.

A Bit About Us

We’re big on appliances and electricals, REALLY big. Washing machines, fridge freezers and TVs? They’re our bread and butter. Mobiles, Airwraps and Ring doorbells? Yep, those too. If it plugs in, powers up or makes life easier, AO probably has it.
But we’re more than that… For over 25 years, trust has been at the heart of everything we do, helping us become the UK’s most trusted electrical retailer. Our customers rate us 4.9 on Trustpilot from nearly ONE MILLION reviews and more 5-star ratings than any other UK electrical retailer, because they know they can rely on us and it’s the exact same for our AOers too.
We truly believe it’s more than just a job, we genuinely care about each other and our impact on making our customers lives easier, by helping them brilliantly. Everyone here knows how their role makes a difference. Our people are our superpower, so, when it comes to finding new AOers, we know it’s about more than just a CV, it’s about what makes you, YOU.

We have designed out benefits to cover everything from big moments to little help. As well as the essentials, like pensions and holidays, we’ve got out little own "AO Perks" to help you with the little things that matter.

To see all our benefits and perks, visit our AO benefits page;

• 33 days holiday
• Chance to win free tickets ever month at the AO arena
• At least 5% pension contribution
• Simply Health cover with standard package but options to upgrade