Customer Support Advisor

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Minimum Requirements: 1 year's customer service experience within the last 3 years, complaints or resolutions experience is preferable.

Location: Remote, Mainland UK only

Competitive salary and bonus: £23,000 plus average bonus earning potential of £2,700 per annum.

Hours: 37.5 hours per week on a rotational shift pattern between 8am - 8pm, Monday to Sunday.

Start date: 30th September 2024

About Domestic & General: are a proud partner to leading manufacturer and retail brands worldwide, taking the worry out of appliance breakdowns for almost 9 million customers in the UK.

Current opportunity: We're recruiting Customer Support Advisors for a role that offers great work-life balance, working from home, with an engaging onboarding experience.

The role: As a Customer Support Advisor in our busy Inbound department, you'll be the first point of contact for customers calling with various service enquiries. Your daily responsibilities will include:

• Handling billing queries, engineer queries, quotes for care plans, replacement options, and account changes.
• Building rapport with customers, understanding their needs, and prioritizing their interests.
• Providing solutions to ensure customer satisfaction and peace of mind.

Benefits include:

• 33 days' annual leave (including bank holidays), with an option to buy 5 extra days annually.
• Career development through coaching and progression opportunities.
• Employee discounts on Sky TV, mobile packages, and retail outlets.
• Monthly target-based bonuses and incentives.
• Health and wellbeing benefits including discounted gym memberships and healthcare support.
• Pension scheme with matched contributions up to 5%.
• Life assurance covering 4x basic salary.
• Annual D&G protection plan and access for family and friends.
• Regular incentives with prizes.
• Employee assistance programs for support on various issues.
• Additional benefits like travel loans, car leasing, Cycle to Work, and Salary Finance schemes.

Additional information:

• A 4-week training program (Mon-Fri, 09:00 - 17:30) to familiarize you with our systems and customer service standards.
• Rotational shift patterns based on a 37.5-hour contract, working 2.5 weekends on a 6-week schedule.
• Work from home setup provided; broadband access is required.

Required skills and experience:

• At least 1 year's continuous customer service experience within the last 5 years, with preferable complaint or resolution experience.
• Strong customer service skills, target-driven mindset.
• Experience working autonomously or remotely.
• Excellent communication skills, empathy, and rapport-building abilities.
• Team-oriented with resilience and multitasking skills.