Customer Service Advisor - Nights

Ventrica; Southend-on-Sea; Hybrid; GBP 20,000 - 28,000; Full time

Job summary

A customer service company is seeking an experienced Customer Service Advisor to support parents on their journey. You will provide expert guidance via various communication channels and uphold brand values. Ideal candidates have a passion for customer service and are experienced in a contact center environment. This role requires flexible working hours and offers remote work after training.

Qualifications

• Experience in customer service, ideally within a contact center environment.
• Ability to deal with challenging situations and address sensitive topics.
• Ability to troubleshoot methodically and explain solutions.

Responsibilities

• Support customers during their parenting journey.
• Act as a brand ambassador for the company.
• Provide sales through service and assist customers with order processing.

Skills

Experience in customer service

Compassionate communication

Problem-solving skills

Strong written and verbal communication skills

IT skills

Job description

Do you have a passion for helping others? Join our mission to support customers on their parenting journey! We are looking for an experienced and empathetic Customer Service Advisor to join our dynamic team, providing expert advice and support on behalf of Tommee Tippee. If you're eager to help our customers navigate the ups and downs of parenthood with care and expertise, this role is perfect for you!

Please note, this role is a fixed term contract until 31/12/2025.

Who are Tommee Tippee? For over 60 years, Tommee Tippee has been designing products that enhance parents' intuitive abilities and make the process of caring for their babies easier, simpler, and more enjoyable. Becoming a parent is a life-changing experience, and Tommee Tippee is committed to making that journey easier for parents everywhere. Join us and help support more parents as we work toward our vision of becoming the world’s number one parent-care company.

If you’re ready to be a part of something meaningful and passionate about helping families, we invite you to apply today!

What you will be responsible for:

• Being there for our customers, offering support and guidance when they need a helping hand during their parenting journey.
• Acting as a brand ambassador for Tommee Tippee, upholding their core values.
• Ensuring the customer is at the heart of every conversation, whether it's over the phone, social media, web chat, or email, leaving them with a positive impression of you, Tommee Tippee, and Ventrica.
• Providing sales through service, assisting customers with order processing and recommending the right products for their needs.

What you’ll bring to the table:

• Experience in customer service, ideally within a contact centre environment, with a focus on delivering exceptional customer experiences.
• A passion for working with a world-leading baby brand, and the desire to help set them apart from the competition.
• A genuine passion for delivering excellent customer service, ensuring a compassionate, empathetic approach with every interaction.
• The ability to deal with challenging situations and address sensitive topics with care and professionalism.
• Outstanding social service etiquette, with the ability to adapt your communication style to suit the needs of each customer.
• The ability to troubleshoot methodically and explain solutions in a clear, simple manner.
• Strong written and verbal communication skills, with the ability to determine the appropriate level of detail for customer queries.
• Confident IT skills to navigate customer service software and manage customer information accurately.

Working Hours and Location:

• Full time - 40 Hours per week
• Tuesday 23:00-07:00, Wednesday, Thursday & Friday 22:00-06:30 & Sunday 23:30-07:00
• This role is office based at our Southend-On-Sea office during training
• Training hours are 09:00-18:00 Monday to Friday for 2 weeks
• After training, the role will be remote, with some travel to the office when required

Homeworking Eligibility:

Please refer to the following links to ensure your laptop/pc has the current supported systems:

Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn

macOS - Apple macOS | endoflife.date

Windows

MUST be a Windows 11 compatible machines, but MUST also be equipped with the following:

• Windows 11 23H2/24H2
• 8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor
• 8GB RAM Minimum
• 15GB+ Free Storage Space

Apple/macOS

MUST be equipped with the following:

• macOS 14 (Sonoma) or later
• 8GB RAM Minimum
• 15GB+ Free Storage Space

Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.

Hardware & Software: Mobile Phone

You MUST have an Apple or Android smartphone equipped with either iOS 17.0 (or later) or Android 13.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.

Minimum Speed Requirements:

• Ping ms Maximum 20ms
• DOWNLOAD Mbps Minimum 20 MBps
• UPLOAD Mbps Minimum 5Mbps

Who are Ventrica?

At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.