Customer Service Advisor

Vintage Cash Cow; Leeds; On-site; GBP 25,000; Full time

Job summary

A leading company in the vintage market is looking for a Customer Service Advisor to enhance customer engagement. This role involves delivering exceptional service, meeting targets, and contributing to a collaborative team culture. Ideal candidates will have a background in customer service, strong communication skills, and a passion for helping customers.

Qualifications

• Minimum 1 year’s experience in a contact centre or customer-focused environment.
• Confident using CRM systems for managing customer interactions.
• Strong attention to detail and excellent written and verbal communication skills.

Responsibilities

• Deliver exceptional customer service through inbound and outbound communications.
• Support new customer sign-ups and assist with service-related queries.
• Collaborate with other teams to ensure a smooth customer experience.

Skills

Customer Service

Communication

CRM Systems

Team Collaboration

Attention to Detail

Objection Handling

Job description

Customer Service Advisor

Department: Customer Engagement

Employment Type: Full Time

Location: Pure Offices, Leeds

Compensation: £25,000 / year

Description

About the team:

At Vintage Cash Cow, our Customer Engagement Centre (CEC) team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items.

With a focus on reCommerce, reuse and recycling, we’re driving a responsible approach to consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we’re scaling rapidly and making a positive global impact.

About the role:

As a Customer Service Advisor, you will be the voice of Vintage Cash Cow, engaging with our customers and ensuring their journey with us is seamless and enjoyable. This role is perfect for individuals who thrive in a dynamic environment and are passionate about delivering exceptional customer experiences. You’ll work to meet individual and team targets, contribute to continuous improvement initiatives, and help shape a high-performing and collaborative team culture.

Getting Started…

• Develop a strong understanding of our processes and systems, laying the foundation for success in your role.
• Engage warmly with customers through inbound and outbound calls, complete welcome calls, book collections, and address inquiries.
• Build trust with our customers by providing accurate information and resolving their queries efficiently.
• Begin meeting individual KPIs while contributing to team goals and celebrating shared success.

Establishing Your Impact…

• Consistently exceed daily and weekly targets, driving team performance and customer satisfaction.
• Deepen your understanding of our customer base, tailoring solutions to meet their needs and ensuring a positive experience.
• Collaborate with colleagues across departments to deliver a seamless customer journey.

Driving Excellence…

• Become a top performer within the team, consistently exceeding KPIs and demonstrating excellence in customer service.
• Take on mentorship opportunities, support new team members and share best practices to foster team development.
• Lead initiatives to improve team efficiency and customer satisfaction and actively contribute to the CEC’s success.

Key Responsibilities

• Deliver exceptional customer service through both inbound and outbound communications, ensuring every interaction leaves a positive and lasting impression.
• Support new customer sign-ups and assist with general service-related queries throughout the customer journey.
• Collaborate closely with other teams to ensure a smooth, consistent, and joined-up experience for all customers.
• Meet individual and team objectives and KPIs that support the wider business goals.
• Contribute to a high-performing, inclusive, and supportive team environment, celebrating shared successes.
• Maintain a growth mindset by actively developing your skills and adapting to the evolving needs of our customers and the business.
  
  

Skills, Knowledge and Expertise

• Minimum 1 year’s experience in a contact centre or customer-focused environment, with a proven track record of success.
• Confident using CRM systems to manage customer interactions and workflows efficiently.
• Strong attention to detail and excellent written and verbal communication skills, including a professional telephone manner.
• Proven ability to meet and exceed individual and team KPIs.
• Comfortable using multiple systems with strong overall computer skills.
• Skilled in objection handling and negotiation, always aiming to turn challenges into positive customer outcomes.
• Team player with a collaborative approach and a commitment to shared goals.

Equal Opportunities

At Vintage Cash Cow, we are committed to fostering an inclusive environment where everyone feels heard, valued, respected and empowered to bring their authentic self to work. We believe that diversity drives innovation, creativity and success.

We welcome applicants from all backgrounds, perspectives and experiences, and we strive to create equitable opportunities for all. Together, we’re building a culture that celebrates individuality and champions equity at every level of our organisation.

If you’re excited about this role, but don’t tick every box, we still encourage you to apply. Your unique skills and experiences might be just what we’re looking for now or in the future.

If you need adjustments or accommodations during the hiring process, please reach out to us and we will do our best to support you.