Customer Service Advisor

ProCook

Gloucester

Hybrid

GBP 253,000 - 298,000

Full time

3 days ago

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Benefits offered by this job

Hybrid Working

33 Days Annual Leave (including bank)

Discretionary bonus

Employee Assistance Programme

Free parking on-site

Free gym access on-site

40% staff discount

Job summary

ProCook is seeking a Customer Service Advisor in Gloucester to join our vibrant team on a 28.25 hrs/week schedule. You will handle inquiries across phone, email and live chat, process orders, and provide a helpful, friendly customer experience.

You’ll be part of a brand-focused team, delivering exceptional service while benefiting from hybrid working and a range of perks and development opportunities.

Qualifications

Excellent verbal and written communication skills.
Strong listening and problem-solving abilities.
Confident and professional telephone manner.
Ability to handle multiple tasks and prioritise workload effectively.
Good attention to detail and accuracy.
Strong IT skills, including experience with email, live chat, and order processing systems.
Ability to stay calm and positive under pressure.
Customer-focused attitude with a passion for delivering excellent service.
Team player with the ability to work independently when needed.

Responsibilities

Handle customer inquiries through phone, email, and live chat.
Provide assistance, resolve issues, and deliver high-quality service.

Skills

Excellent verbal and written comms

Active listening

Problem solving

Telephone manner

Multitasking

Attention to detail

IT skills (email, live chat)

Calm under pressure

Customer-focused

Team player

Tools

Email systems

Live chat software

Order processing systems

Job description

Join Our Team as a Customer Service Advisor at ProCook - 28.25hrs/week!

Are you passionate about providing exceptional customer service? ProCook is searching for a dedicated Customer Service Advisor to join our vibrant team!

In this position, you will play an important role in delivering outstanding customer service across all channels including telephone, email, and live chat. You will be a passionate ambassador for the ProCook brand, ensuring every customer receives a helpful, efficient, and friendly experience.

Your Role:

As a Customer Service Advisor, you will handle customer inquiries through various channels including phone, email, and live chat. You will provide assistance, resolve issues, and deliver an outstanding level of service.

This role follows a two-week rotating schedule totaling approx 28.25hrs/week. Weekend availability is a MUST on a rotational basis following training.

The rota:

Week 1: Mon, Tue - 9.00am to 6.00pm - office based
Sat, Sun - 9.00am to 5pm - work from home
Week 2: Wed, Thur - 9.00am to 6pm - office based
Fri - 9.00am to 6pm - work from home

A Day in the Life:

Be a positive and professional representative of the ProCook brand at all times.
Process customer sales orders accurately over the phone and via email.
Ensure the smooth completion of online orders, following established internal processes.
Record customer feedback on products and report any manufacturing issues to the Team Leader in line with the fault reporting process.
Liaise with courier partners where necessary to ensure successful and timely deliveries.
Provide clear and knowledgeable responses to product-related customer queries.
Protect all customer data, including sensitive financial information, in accordance with company policies and data protection regulations.

Requirements

What You Will Bring:

This role follows a two-week rotating schedule totaling approx 28.25hrs/week. Weekend availability will be required on a rotational basis following training.

Excellent verbal and written communication skills
Strong listening and problem-solving abilities
Confident and professional telephone manner
Ability to handle multiple tasks and prioritise workload effectively
Good attention to detail and accuracy
Strong IT skills, including experience with email, live chat, and order processing systems
Ability to stay calm and positive under pressure
Customer-focused attitude with a passion for delivering excellent service
Team player with the ability to work independently when needed

Benefits

Hourly rate £13.47/hr

Total value of our perks is worth up to £3,000+ per year
Free parking on-site
Free gym access on-site
Unlimited coffee and tea throughout the day
Free fresh fruit and cake daily
Subsidised meals - breakfast and lunch
Hybrid Working
Opportunity to work with a passionate team
Generous colleague discount - 40% off to spend in store or online + 30% for friends and family
2 x Annual paid volunteering days
Employee Assistance Programme
Cycle to work scheme (contingent to company policy)
Enhanced Maternity & Paternity Pay
Friends and Family Referral Scheme
33 Days Annual Leave (including bank holidays)
Discretionary bonus scheme of up to 10%
B Corp certified company committed to ethical practices and sustainability
A company recognised as a Great Place to Work for 5 consecutive years
Disability Confident Leader

We Welcome Everyone

At ProCook we are committed to diversity and inclusion, and we welcome applications from people of all abilities.

If you require any reasonable adjustments to support you through the application or interview process, please let us know. We're committed to making our recruitment process as inclusive and accessible as possible.

About ProCook's Sustainability Commitment:

At ProCook, sustainability is at the heart of what we do.

As a certified B Corporation, we strive to balance profit with purpose, focusing on reducing waste, and ensuring ethical business practices.

By joining our team, you will contribute to our efforts in creating a positive impact on the planet.