Inbound Call Advisor

Nobia; Tees Valley; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Subsidised canteen

Volunteer day

Discounts up to 80%

Access to Retail Trust

Holiday purchase scheme

Wellbeing support

Cycle to work

Benefits app

Collaborative culture

Job summary

Magnet in Darlington is seeking an Inbound Call Advisor to be the first point of contact for customers across chat, email and phone. You will resolve queries, provide solutions and maintain accurate records to ensure a professional service.

The role requires strong communication, a calm, proactive approach and the ability to work both independently and as part of a team. Salary is circa £26,538.48 with 40 hours per week in a full-time capacity.

Qualifications

• Experience in customer service or support.
• Excellent verbal and written communication skills.
• Strong problem-solving and organisational skills.

Responsibilities

• Support internal and external customers via online chat, email and telephone.
• Respond to customer enquiries promptly and in line with agreed service levels.
• Provide accurate advice and solutions on products and services.
• Maintain accurate customer records and update systems accordingly.
• Escalate potential service issues and communicate updates effectively.
• Identify opportunities to improve processes and the customer experience.
• Achieve service standards and performance targets.
• Deliver a professional, proactive and customer-focused service at all times.

Skills

Customer service

Communication

Telephone skills

IT literacy

SAP experience

Tools

SAP

Job description

Role: Inbound Call Advisor

Reports to: Customer Care Manager

Location: Darlington

Hours: 40

Salary: £26,538.48

We're looking for a proactive and customer-focused individual to join our team as a Inbound Call Advisor. In this role, you'll be the first point of contact for customers, providing support to any customer inquiries. You'll play a key role in resolving queries, offering advice, solutions and ensuring every customer receives a professional, efficient and positive experience. If you thrive in a fast-paced environment, enjoy helping others and take pride in delivering exceptional service, we'd love to hear from you.

What’s in it for you?

• Subsidised canteen
• Paid volunteer day
• Fantastic company discounts: Up to 80% off our stylish kitchen ranges and products
• Access to Retail Trust
• Flexible holidays: Buy up to five extra days with our holiday purchase scheme
• Wellbeing support: Access to our virtual GP service and employee assistance platform 24/7
• Lifestyle perks: Cycle to work scheme and savings on hundreds of top brands via our benefits app
• A collaborative culture built on care, inclusion, and continuous improvement

What you’ll be doing:

• Support internal and external customers via online chat, email and telephone
• Respond to customer enquiries promptly and in line with agreed service levels
• Provide accurate advice and solutions on products and services
• Maintain accurate customer records and update systems accordingly
• Escalate potential service issues and communicate updates effectively
• Identify opportunities to improve processes and the customer experience
• Achieve service standards and performance targets
• Deliver a professional, proactive and customer-focused service at all times

Who we’re looking for:

• Ideally experience working and resolving with complaints
• Previous customer service or support experience
• Excellent verbal and written communication skills
• Strong telephone manner with the ability to listen, understand and respond to customer needs
• Able to remain calm and professional when handling challenging situations
• Strong problem-solving and organisational skills
• Ability to work independently and collaboratively as part of a team
• Positive, proactive and reliable approach, with a willingness to take ownership and use initiative
• Good IT skills and experience maintaining accurate customer records
• SAP experience would be advantageous
• Eagerness to learn and develop knowledge of products, services and customer solutions

Why choose Magnet?

At Magnet, we bring over 100 years of heritage, but our focus is firmly on the future.
As the UK’s leading kitchen specialist, our success is driven by the expertise, insight and innovation of our people.

We’re in the middle of an exciting transformation, with a real opportunity to shape how we work, grow and deliver for our customers. We’re always open to fresh thinking and new perspectives, so even if your experience doesn’t perfectly match, we’d still love to hear from you.

We’re committed to building a diverse and inclusive workplace. If you require any reasonable adjustments during the recruitment process, please let us know.

#Magnet #LiDNI