Customer Service Advisor - FTC

Dreams Limited; High Wycombe; Hybrid; GBP 23,000 - 27,000; Full time

Benefits offered by this job

Quarterly bonus

Staff discount

Private healthcare

On-site gym

Job summary

Dreams Limited in High Wycombe is seeking a Customer Service Advisor for a 6-month fixed-term contract. You will deliver outstanding service through effective communication, handle inquiries via phone, email or chat, and resolve issues to foster brand loyalty.

You'll join a fast-paced team, benefit from hybrid working, a quarterly bonus scheme and staff discounts on Dreams products, plus extra perks such as private healthcare and an on-site gym at Bedquarters/Bed Factory locations.

Qualifications

• Proven customer service experience in a fast-paced environment.
• Strong IT skills including Microsoft Office.
• Ability to adapt to changing, demanding environments.

Responsibilities

• Respond to incoming customer inquiries via phone, email or chat in a professional and courteous manner.
• Identify and assess customer needs, providing accurate information and effective solutions.
• Assist customers in navigating products/services and resolving concerns or issues.
• Record and maintain accurate customer interaction details in order management systems.
• Collaborate with team members to share insights and improve service quality.
• Uphold company policies and procedures to ensure consistency and compliance.
• Strive to meet and exceed individual and team performance targets.
• Provide appropriate resolutions and advice in line with established procedures.

Skills

Customer service

Communication

Teamwork

Proactivity

Tools

Microsoft Office

CRM systems

Job description

Head OfficeFixed Term ContractFull timeHigh WycombeCompetitive, bonus, hybrid and flexible workingThe RoleWe`re looking for Customer Service Advisors to join our team on a 6-month fixed term contract. In this role, you will deliver outstanding customer service through effective communication and issue resolution. Build positive customer relationships, collaborate with teams, and contribute to ongoing improvements, ensuring a superior customer experience and fostering brand loyalty.Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-dayIn a very fast paced environment Respond to incoming customer inquiries via phone, email, or chat in a professional and courteous manner.Identify and assess customer needs, providing accurate information and effective solutions.Assist customers in navigating our products/services and resolving any concerns or issues.Record and maintain accurate customer interaction details in our order management systems.Collaborate with other team members to share insights and improve overall service quality.Uphold company policies and procedures to ensure consistency and compliance.Strive to meet and exceed individual and team performance targets.Provide appropriate resolutions, help and advice to customers in line with established procedures, this includes but is not limited to: Offer agreed incentives to reduce refunds andPrevent cancellations, resolve issues with faulty and damaged goods by following the Company`s Faulty Goods ProcedureEnsure that all communications, both written and oral, are always professional and of the highest standard and in line with Company guidelines.The PersonThis is the type of person we`re dreaming of:Experience: Proven customer service experience gained within a fast paced customer facing environment. Excellent IT skills, including Microsoft Office suite, bespoke systems etc. Ability to cope in a constantly changing and demanding environment.People-first: Ability to not only put our customers first, but also their colleaguesCommunicator: Excellent telephone manner and verbal and written communication skills.Motivated: Ability to manage individual work loads and being proactive.Team player: Someone that is a real team player and looks to help their fellow colleagues.In your dream role, you`ll also receive:Bonus: A quarterly bonus scheme to regularly recognise the hard work and dedication of our superstar dreamers.Discounts: Amazing staff discount on Dreams products, plus hundreds of brands including restaurants, holidays, and shopping.Buy-in schemes: You`ll have the opportunity to buy extra holiday, private healthcare, or savings and loans.Parking: We know it goes without saying, but our free onsite parking gives you peace of mind when you travel.Wellbeing: We partner with the Retail Trust to offer a 24-hour helpline with a variety of support services, as well as hosting an out of hours GP service.New to 2024 - enhanced maternity & paternity payOn-site gym, Step into our newly refreshed, free on-site gym, where you`ll find everything you need to stay fit and energized. From cardio machines and versatile free weights to dynamic cable machines, resistance bands, and even boxing bags, we`ve got it all!Hybrid workingAbout DreamsAt Dreams, we know your bed is the best place in the whole world. But for the hours between precious sleep, we`d like to make work a special place to be too. We`re the UK`s most loved bed retailer, so it`s important our people feel the love as well. There`s over 250 of us at our affectionally named `Bedquarters` in High Wycombe, Buckinghamshire, where every dreamer makes a difference.We`re super passionate about our people-first culture, which means we like to keep things simple and celebrate every success, big or small! From a payday treats trolley to charity fundraisers and all-staff lunches, we know we do it best when we do it together.And together we`ve been making bedtimes better since 1985, with no signs of hitting the snooze button. We`re owned by the world`s largest bedding provider, Tempur Sealy, and have our very own Bed Factory right here in the UK. You`ll even get a guided tour when you join and that`s part of our mission to get you fully bed-ucated during your induction.With 208 stores nationwide, 6 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that`s a lot of Zzzs.So if you`re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you.Dreams. Love your job.We can’t promise breakfast in bedBut, we can promise these:Wellbeing that worksIt’s not something we sweep under the bed – it’s central to how we look after each other. It’s not something we sweep under the bed – it’s central to how we look after each other.Perks you can pickLife looks different for everyone, so we give you options.Room to growYour career should feel like a journey, not a dead end.Extra goodiesEvery department has its own little Dream extras.Perks you can pickLife looks different for everyone, so we give you options.Buy extra holiday when you need more time off, opt into private healthcare or make use of our savings and loans schemes.Are you a sun seeker who wants an extra week to drink pina coladas somewhere tropical, maybe you’d like a few extra days to spend time with your little ones or perhaps you’ve just got a bit of DIY or a home project you can’t seem to find the time to finish off… Well, good news, we have an amazing scheme where you can buy up to five extra days holiday per year.Take advantage of fantastic discounts on everyday products and services offered to you just for being a Dreams colleague. From discounted gym memberships, days out, supermarket vouchers to cinema trips, there’s great discounts to benefit everyone. There are also loads of great resources to help support your health & wellbeing.Perks you can pickLife looks different for everyone, so we give you options.Buy extra holiday when you need more time off, opt into private healthcare or make use of our savings and loans schemes.Are you a sun seeker who wants an extra week to drink pina coladas somewhere tropical, maybe you’d like a few extra days to spend time with your little ones or perhaps you’ve just got a bit of DIY or a home project you can’t seem to find the time to finish off… Well, good news, we have an amazing scheme where you can buy up to five extra days holiday per year.Take advantage of fantastic discounts on everyday products and services offered to you just for being a Dreams colleague. From discounted gym memberships, days out, supermarket vouchers to cinema trips, there’s great discounts to benefit everyone. There are also loads of great resources to help support your health & wellbeing.Room to growYour career should feel like a journey, not a dead end.That’s why we invest in training and development that helps you stretch your skills and reach your next goal – whatever that looks like. You’ll have access to workshops, mentoring, leadership programmes and apprenticeships that lead to recognised qualifications. Because at Dreams, growing your career should feel as natural as getting a good night’s sleep.Extra goodiesEvery department has its own little Dream extras.In Retail, you’ll find competitive salaries, uncapped commission and peak incentives that make going above and beyond worth it. In Distribution, there are performance-related bonuses and recognition awards for those who go the extra mile. In Bedquarters, you’ll enjoy hybrid working, annual bonuses and colleague discounts. And in our Bed Factory, you’ll get hands-on support and full training to help you master your craft. Wherever you work, you’ll find benefits that fit your role, reward your effort and help you feel right at home.Where you’ll be workingHere is where you’ll be based, whether that’s Bedquarters, or our Bed Factory or one of our stores.High WycombeHP10 9YU